Return & Refund Policy

Last updated: November 2025

At Fency Concept, we want you to be delighted with your purchase.
If something isn’t quite right, our return process is simple and transparent — designed to protect both you and the craftsmanship behind our pieces.

1. Eligibility for Returns

You can return most items within 14 days of receiving your order.
To qualify, the item must:

Be unused and in its original condition
Include all packaging and proof of purchase
Be returned within 14 days of delivery

Once we receive and inspect your return, we’ll process your refund within 5–10 business days to the original payment method.

2. Non-Returnable Items

Certain items cannot be returned or refunded:

Made-to-order or customised products
Special order furniture
Sale or clearance items
Gift cards

Made-to-order items are produced specifically for you. Once production has begun, made-to-order items cannot be cancelled or refunded unless faulty or not as described.

3. Damaged or Faulty Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery.
Email online@fencyconcept.com with your order number, description and photos of the issue.
Once verified, we’ll arrange a replacement or refund at no cost to you.

4. Return Shipping

If you’re returning an item for any reason other than damage or error, return shipping costs are your responsibility.
For change-of-mind returns, we are not responsible for items lost in transit. Please use a tracked and insured service. This does not affect your statutory rights.

5. Exchanges

We currently don’t offer direct exchanges.
If you’d like a different product, please return the item for a refund and place a new order.

6. Contact

Fency Concept Ltd
United Kingdom
📧 online@fencyconcept.com
📞 07447 744 006

We take every step to ensure your experience with Fency Concept is smooth, fair and satisfying.
For more details on delivery or processing times, please visit our Shipping Policy.