Refund policy

Return & Refund Policy — Finnex

At Finnex, we want you to be happy with your purchase. This policy explains how returns, exchanges, and refunds work for orders placed through our Shopify store.

1. Return Window

You may request a return within [3 days] of the delivery date, provided the item is:

  • Unused and in the same condition you received it
  • In its original packaging, with all tags, labels, and accessories included
  • Accompanied by proof of purchase (order number or receipt)

Returns requested after this window will not be accepted unless the item is damaged, defective, or incorrect (see Section 5).

2. Non-Returnable Items

The following items cannot be returned or refunded, except where required by law:

  • [Final sale / clearance items]
  • [Personalized or custom-made products]
  • [Opened hygiene or personal care items]
  • [Gift cards]

(Edit this list to match what Finnex actually sells.)

3. How to Start a Return

  1. Email us at [info@finnex.com] with your order number, the item(s) you'd like to return, and the reason for the return.
  2. We'll review your request and, if approved, send you return instructions, including the return address.
  3. Pack the item securely in its original packaging and ship it back to us. We recommend using a trackable shipping method.

Please do not send items back without first contacting us — returns sent without prior approval may not be processed.

4. Return Shipping Costs

  • Domestic (Singapore) returns: Return shipping is the responsibility of the customer, unless the return is due to our error (see Section 5).
  • International returns: Customers are responsible for return shipping costs and any customs duties or taxes incurred, unless the return is due to our error.
  • We recommend keeping proof of postage, as Finnex is not responsible for return parcels lost in transit.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered:

  1. Contact us within [2 days] of delivery at [info@finnex.com].
  2. Include your order number and clear photos of the item and packaging.
  3. We'll arrange a replacement, exchange, or full refund — including shipping costs — at no charge to you.

6. Refunds

  • Once we receive and inspect your returned item, we'll email you to confirm whether the refund is approved.
  • Approved refunds are processed to your original payment method within [10 business days].
  • Original shipping fees are non-refundable unless the return is due to our error.
  • Depending on your bank or card issuer, it may take a few additional business days for the refund to appear in your account.

7. Exchanges

If you'd like a different size, color, or product instead of a refund, let us know when you contact us in Section 3. Exchanges are subject to stock availability. If the replacement item costs more or less than the original, we'll arrange for you to pay or be refunded the difference.

8. Order Cancellations

If you need to cancel an order, contact us at [info@finnex.com] as soon as possible. We can only cancel orders that have not yet been shipped. Once an order has shipped, our standard return process applies.

9. Contact Us

Questions about a return or refund? Reach out to:

Finnex Email: [info@finnex.com] 

Note: This policy is a general template, not legal advice. Since Finnex ships internationally, consider having a lawyer confirm this meets consumer protection requirements (e.g., EU/UK cooling-off periods, US state rules) in the countries you sell to — some jurisdictions mandate minimum return windows or cost allocations regardless of store policy.