Refund policy

Last updated: October 15, 2026. This policy applies to purchases from Felnovia.

30-day return request period

You may request a return within 30 days after receiving your order. Email service@felnovia.com with your order number, the item you wish to return and the reason. Include photographs when reporting damage, a defect or an incorrect item. Contact us before sending anything back so we can provide the return instructions and identify your parcel.

Return condition

For a change-of-mind return, the item should be unused, unaltered and in its original condition, with its included components and packaging where reasonably available. Pack it securely to prevent transit damage. We assess requests fairly and do not use these conditions to limit rights that apply to faulty or misdescribed goods under mandatory law.

Return address

Hangzhou Shenmei Technology Co., Ltd.
Room 1529, Building 4, No. 309, Gaoxin 11th Road, Xinjie Street, Xiaoshan District, Hangzhou City, Zhejiang Province, China

This is our company and default return address. It is not a walk-in retail counter. Follow the emailed instructions before dispatch and retain a tracking receipt.

Who pays return shipping?

For personal preference or change-of-mind returns, the buyer pays the return shipping charge. Original shipping charges are not normally refunded for a change-of-mind return, except where required by law. If an item arrives damaged, defective or incorrect, contact us first; we will review the circumstances and explain the appropriate remedy and any shipping arrangements. Do not incur an unapproved return expense expecting automatic reimbursement.

Inspection and refunds

After the returned item arrives, we will inspect it and process an approved refund within 10 business days. Approved refunds go to the original payment method. Your bank or payment provider may take additional time to post the credit. We will contact you if a return needs further information or cannot be accepted, explaining the reason.

Exchanges and cancellations

For an exchange, contact us to arrange a return and, where appropriate, place a separate order for the replacement. Availability is not guaranteed. For cancellation, email promptly with the order number. We can only stop an order before it reaches the relevant fulfillment stage; already dispatched orders follow the return process.

Problems with your order and legal rights

Please inspect your delivery promptly and keep damaged packaging until the issue has been reviewed. This voluntary policy does not exclude or reduce any mandatory consumer remedy, including rights relating to faulty, unsafe or misdescribed goods.

Contact Felnovia

Operated by Hangzhou Shenmei Technology Co., Ltd.. Owner: Xu Dailai.

Email: service@felnovia.com

Company and return address: Room 1529, Building 4, No. 309, Gaoxin 11th Road, Xinjie Street, Xiaoshan District, Hangzhou City, Zhejiang Province, China.