Return and Refund Policy

Return & Refund Policy
Thank you for shopping at Finolo. We want you to be completely satisfied with your purchase. If you are not entirely satisfied with your order, we are here to help.

1. Return Window
We accept return and exchange requests within 30 days from the date you received your item. If 30 days have gone by since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. Return Conditions & Eligibility
To be eligible for a return or exchange, please ensure that:

The item must be unused, unwashed, and in the same condition that you received it.

The item must be in its original packaging with all tags attached.

A receipt or proof of purchase (such as your order number) is required.

Non-returnable items include: Custom products, intimate apparel, and gift cards.

3. Return Process
To initiate a return or exchange, please follow these steps:

Step 1: Contact our customer service team via email at support@finologroup.com with your order number and the reason for the return.

Step 2: Our customer support team will review your request within 24 - 48 business hours. Once approved, we will provide you with the official Return Shipping Address and detailed instructions via email.

Step 3: Pack the item securely and ship it back to the provided address using a trackable shipping service. Please email us the tracking number once shipped.

⚠️ CRITICAL NOTE: Please DO NOT send your purchase back to the original sender's address shown on the shipping package. This is not our return center and your package will be lost, which will delay or invalidate your refund. We will only accept returns sent to the specific address provided by our customer service team via email.

4. Return Shipping Fees & Restocking Fees
Who pays for shipping?

If the return/exchange is due to our error (e.g., defective, damaged, or wrong item received), we will cover the return shipping costs.

If the return/exchange is due to customer preference (e.g., ordered the wrong size/color, changed mind), the customer is responsible for paying the return shipping costs. Shipping costs are non-refundable.

Restocking Fees: We do not charge any restocking fees for returns.

5. Refunds & Processing Time
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and inform you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 - 7 business days, depending on your card issuer's or payment gateway's policies.

6. Contact Information
For any questions regarding our Return & Exchange Policy, please reach out to us at:

Email: support@finologroup.com

Phone: +1 (840) 284-4988