Refund policy

RETURN & REFUND POLICY

Last updated: June 2026

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HOW TO RETURN — 4 STEPS
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Step 1 — Contact us: Email fajena@proton.me within 30 days of receiving your order
Step 2 — Approval: We'll respond within 3 business days
Step 3 — Ship it back: Send to the address provided by Fajena
Step 4 — Refund: Processed within 14 days of receiving your return

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RETURN DEADLINES
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Right of withdrawal (EU/UK customers): 14 days from delivery date
Defective product return: 30 days from delivery date
Legal warranty of conformity: 2 years from delivery date
Refund processing time: 14 days maximum after return is received

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ELIGIBLE RETURNS
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- Item unworn and unwashed
- All original tags attached
- Original packaging intact
- Item defective upon arrival
- Wrong item received
- Request made within 14 days (withdrawal right — EU/UK customers)

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NON-ELIGIBLE RETURNS
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- Shapewear that has been opened or worn
- Tags removed
- Item damaged by the Customer
- Request made after 30 days
- Wrong size ordered (size guide is provided)
- Return initiated without prior email approval

Note: Opened intimate/shapewear garments cannot be returned for hygiene reasons.

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REFUND DETAILS
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Refunds are issued to the original payment method only, within 14 days of receiving the return. For withdrawal returns, the refund includes the product price plus original shipping fees. Return shipping costs are the Customer's responsibility.

If a returned item shows signs of excessive use, damage, or is incomplete, a proportional deduction may be applied to the refund.

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BEFORE FILING A CHARGEBACK
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MANDATORY: Contact Fajena BEFORE disputing any charge with your bank.

Step 1: Email fajena@proton.me with your order number and issue description.
Step 2: Allow 5 business days for Fajena to resolve the issue.
Step 3: If unresolved, use CNPM mediation before any banking action.

Chargebacks filed without following this process will be considered fraudulent. All available evidence will be submitted to our payment provider to dispute the claim.

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CONTACT
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Email: fajena@proton.me

Please keep your order confirmation email — it contains your order number, which is required for any return or refund request.