Returns & Exchanges

Returns & Exchanges

Returns, exchanges and refunds for Feramonde orders.

Feramonde designs and supplies thoughtfully made home hardware and accessories. If an item is not suitable, you may request a return or exchange in accordance with the policy below.

Return Window

Return or exchange requests must be submitted within 30 days of delivery.

Customers have the right to inspect items upon receipt.
For change-of-mind returns, items must be unused, uninstalled, and in resalable condition. Original packaging should be retained where reasonably possible.

If packaging has been opened or damaged during inspection but the product remains unused and in good condition, we may apply a reasonable deduction to reflect any loss in value.

Order Cancellation

Orders begin processing shortly after purchase.

  • Before dispatch: If processing has not yet started, we may be able to cancel your order. Please contact us as soon as possible.

  • After dispatch: Orders that have already been dispatched cannot be cancelled. You may return the item after delivery in accordance with this policy.

Returns & Responsibility

1) Issue with the order

(Feramonde covers return shipping)

  • Item damaged during delivery

  • Manufacturing or quality-related defects

  • Incorrect or missing items

In these cases, Feramonde will arrange the return process and offer a replacement or full refund, depending on availability and your preference.

2) Change of mind

(Customer responsible for return shipping)

  • Personal preference or style selection

  • Ordered incorrect quantity

  • Finish or colour does not meet expectations

For change-of-mind returns, customers are responsible for return shipping costs. Return shipping fees vary depending on your location, local carrier rates, parcel size, and shipping method. We recommend using a tracked shipping service and retaining proof of postage.

Return Address

All approved returns must be sent to our designated warehouse in China.

Important:
Items must be returned to our warehouse in China.
Return instructions and the exact return address will be provided by email after your return request is approved.

Returns sent without prior approval may not be accepted or refunded.

Restocking Fee

For change-of-mind returns, a restocking fee of up to 15% may be deducted from the refund amount to cover inspection, handling, and reprocessing costs.

No restocking fee applies to returns involving defective, damaged, or incorrect items.

How to Request a Return

Please contact our support team within 30 days of delivery at support@feramonde.com and include:

  • Your order number

  • A brief description of the reason for return or exchange

  • Clear photos (required for damaged or defective items)

All returns must be approved before items are sent back. Once approved, detailed return instructions will be provided by email.

Refunds

Refunds are issued to the original payment method after returned items are received and inspected.

Please allow 5–10 business days for refund processing after inspection.
Original shipping fees (if applicable) are non-refundable.

Exchanges

Exchanges for personal reasons may be requested within 30 days of delivery, subject to product availability.

Customers are responsible for return shipping costs for exchange requests. Replacement items will be dispatched after the returned item has been received and inspected.

Non-Returnable Situations

Returns may be refused in the following circumstances:

  • Items that have been used, installed, or permanently altered

  • Items returned with clear signs of wear, damage, or misuse beyond reasonable inspection

  • Damage caused by improper packaging during return shipping

  • Return requests submitted more than 30 days after delivery

This does not affect your statutory rights under applicable consumer protection laws.

Merchant Information

Feramonde is operated by a registered company in Suzhou, China.
Customer support and return requests are handled by our service team via email.

Need Help?

If you have any questions regarding returns or exchanges, please contact us at support@feramonde.com.