Refund policy

FENN

Titanium Kitchenware

Refund & Returns Policy

Effective Date: June 2026

We stand behind everything we make. If something isn’t right with your order, we’ll make it right. This page explains your options clearly, without small print designed to discourage you.

Situation	Window	Outcome
Unused item, original packaging	30 days from delivery	Return or exchange
Damaged or defective on arrival	Contact us immediately	Free replacement
Wrong item received	Contact us immediately	Free replacement
EU orders (any reason)	14 days from delivery	Full refund
Used items	—	Not eligible for return

1. Order Cancellations

We process and dispatch orders quickly, so we can’t guarantee cancellations or changes once an order has entered fulfilment. If you need to cancel or amend your order, please contact us as soon as possible at hello@fenn.com.

We handle cancellation requests based on when you first contacted us — not when we replied — so there’s no need to worry if you don’t hear back immediately. We’ll do our best to accommodate you.

2. Returns

What’s eligible

We offer a 30-day return window from the date of delivery. To be eligible, your item must be:

Unused and in its original condition
In original packaging, with all tags and protective materials intact
Accompanied by proof of purchase

Used products cannot be returned for hygiene and food safety reasons. We appreciate your understanding.

Restocking fee

A restocking fee of €20 per order applies to standard returns. This covers the cost of inspection and repackaging. There is no restocking fee for items that arrive damaged, defective, or incorrect — those are entirely on us.

Return shipping

Return shipping is the responsibility of the customer. We recommend using a tracked service, as we cannot accept liability for parcels lost in transit back to us. Please contact us at hello@fenn.com before sending anything back — items returned without prior approval cannot be accepted.

To start a return: email hello@fenn.com with your order number and reason for return. We’ll send you instructions within 1 business day.

3. Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If your item is defective, damaged in transit, or not what you ordered, contact us straight away at hello@fenn.com with:

Your order number
A photo of the item and packaging
A brief description of the issue

We will arrange a free replacement with expedited shipping at no cost to you. No restocking fee, no return shipping charge. If your item was damaged but you’re outside the standard return window, reach out anyway — we’ll assess it on a case-by-case basis.

4. Exchanges

Want a different size? Changed your mind on the configuration? We’re happy to help with exchanges, provided the original item is unused and meets all return eligibility criteria above.

A restocking fee of €10–€25 applies per item (depending on the product). Once your return is approved, place a new order for the item you’d like instead.

5. Warranty

What’s covered

Fenn products are built to last. Our warranty covers manufacturing defects — meaning any fault in materials or workmanship that affects normal use. If your product has a defect, we will replace it.

What’s not covered

Our warranty does not apply to damage resulting from:

Improper use, neglect, or accidental damage
Use of sharp metal utensils on board surfaces (where not recommended)
Improper cleaning or failure to follow care instructions
Normal wear and tear (minor surface marks, natural ageing)
Commercial or restaurant use

How to claim

Warranty coverage applies to the original purchaser (or gift recipient) with proof of purchase. To make a claim, contact hello@fenn.com with your order details and a description of the issue. We’ll respond within 1 business day.

6. EU 14-Day Cooling-Off Period

If your order was delivered to an address in the European Union, you have the right to cancel your order within 14 days of delivery for any reason, without needing to provide an explanation. The item must be unused, in its original packaging, with proof of purchase.

To exercise this right, contact us at hello@fenn.com within the 14-day window and we’ll guide you through the process.

7. Refunds

Once we receive and inspect your returned item, we’ll notify you of the outcome. If your return is approved, your refund will be issued to your original payment method within 10 business days.

Your bank or card provider may take a few additional days to show the credit on your statement. If you haven’t seen your refund within 15 business days of our approval notification, please contact us and we’ll look into it.

Refunds are issued to your original payment method only. We’re unable to redirect refunds to a different card or account.