Return Policy

ORDER CONFIRMATION AND ACCEPTANCE OF THIS POLICY

By placing an order through our website, you confirm that you have reviewed, understood, and accepted the terms outlined in this Return & Refund Policy.

By completing a purchase with Femi The Label, you acknowledge that:

  • You have reviewed and accepted the return conditions, eligibility requirements, and applicable timeframes described below.

  • You agree to follow the return procedure outlined in this policy before sending any products back to us.

  • In the event of a payment dispute or chargeback, relevant documentation relating to your order, shipment, this policy, and communications with you may be provided to the relevant payment provider or financial institution as supporting evidence.

RETURNS

We want you to be satisfied with your purchase. If you wish to return an eligible item, you may submit a return request within 30 days of delivery, subject to the conditions set out in this policy.

RETURN ELIGIBILITY

To qualify for a return:

  • The item must be unused, unworn, and unwashed.

  • The item must be returned in its original condition and, where applicable, in its original packaging.

  • The product may only have been handled or inspected to the extent reasonably necessary to determine its nature, characteristics, and condition.

  • The customer is responsible for all return shipping and handling costs unless otherwise agreed by Femi The Label or required by applicable law.

Once your return arrives at our designated return facility, we aim to inspect and process it within 7 business days.

Femi The Label reserves the right to reject a return where an item shows signs of use, wear, washing, misuse, alteration, or damage that was not present when the product was delivered.

Any rights you may have under mandatory applicable consumer protection laws remain unaffected.

HOW TO REQUEST A RETURN

To request a return, please follow these steps:

  1. Contact us at info@femithelabel.com within 30 days of receiving your order.

  2. Include your order number, full name, shipping address, and reason for requesting the return.

  3. If the item arrived damaged or defective, please include clear photographs or, where helpful, a short video showing the issue.

  4. Wait for our Customer Support Team to review your request and provide you with the appropriate return instructions.

  5. Ship your return only after receiving the relevant instructions from us.

Please do not automatically return your order to the address shown on the original parcel or shipping label. This may not be our designated return facility. Returns sent without following our return instructions may experience significant delays or may not be accepted where permitted by applicable law.

We strongly recommend using a trackable shipping service when returning an item. Please retain your shipping receipt and tracking information until your return has been received and fully processed.

Femi The Label cannot be held responsible for return parcels that are lost during transit before reaching our designated return facility.

DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

If you receive an item that is defective, damaged upon arrival, or materially different from what you ordered, please contact us as soon as possible, preferably within 2 days of delivery, at info@femithelabel.com.

Please provide:

  • Your order number;

  • A brief explanation of the issue; and

  • Clear photographs or a short video that demonstrates the defect, damage, or incorrect item.

Once we have reviewed and verified the issue, we will determine the appropriate resolution based on the circumstances and applicable consumer protection laws.

Depending on the nature of the issue and product availability, we may offer a replacement or another appropriate solution.

In certain circumstances, we may be able to resolve a verified defective or damaged item without requiring you to return the original product.

Where a replacement is approved, we generally aim to process it within 7–14 business days. Delivery times may vary depending on the destination, product availability, and shipping provider.

LOST ORDERS

If you believe your package has been lost during transit, please contact our Customer Support Team at info@femithelabel.com and provide your order number and available tracking information.

We will review the shipment information and, where appropriate, assist in opening an investigation or claim with the relevant shipping carrier.

If the shipment is officially confirmed as lost, we will determine the appropriate resolution, which may include a replacement or refund, depending on the circumstances and applicable law.

REFUSED, UNCLAIMED, AND UNDELIVERABLE ORDERS

Customers are responsible for providing complete and accurate delivery information when placing an order.

If an order cannot be delivered because the customer provided an incorrect or incomplete address, refused delivery, or failed to collect the package within the carrier's required timeframe, the package may be returned to the relevant return or logistics facility.

Where permitted by applicable law, a deduction of up to $35 CAD may be applied to any applicable refund to cover reasonable shipping, handling, return, and administrative costs associated with an unclaimed, refused, or incorrectly addressed shipment.

Any applicable refund will be assessed after the returned shipment has been received and processed.

ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as quickly as possible at info@femithelabel.com with your order number and a clear cancellation request.

Because our order fulfillment process may begin shortly after an order is placed, we cannot guarantee that an order can be modified or cancelled once processing has started.

If your order has already been processed or dispatched, cancellation may no longer be possible. In that case, you may request a return after receiving the order, subject to the eligibility requirements and procedures outlined in this policy.

Unless otherwise required by applicable law or agreed by Femi The Label, customers are responsible for the cost of returning unwanted items.

Any statutory cancellation, withdrawal, or consumer rights available to you under the laws applicable to your purchase are not limited by this policy.

REFUNDS

Once an eligible return has been received and inspected, we will notify you of the outcome of your return request.

If your refund is approved, it will generally be issued to the original payment method used to place the order.

Please note that after a refund has been processed by Femi The Label, your bank, card issuer, or payment provider may require additional time to make the funds available in your account. These processing times are outside our control.

Original shipping charges and return shipping costs may be non-refundable unless otherwise required by applicable law or the return results from an error attributable to Femi The Label.

CHARGEBACKS AND PAYMENT DISPUTES

If you experience an issue with your order, we encourage you to contact our Customer Support Team first at info@femithelabel.com. We will make reasonable efforts to investigate the situation and work toward an appropriate resolution.

If a chargeback or payment dispute is initiated, Femi The Label may respond to the dispute by providing relevant supporting information to the payment provider, bank, or card issuer.

Depending on the nature of the dispute, this documentation may include:

  • Order confirmation details;

  • Payment and transaction information;

  • Shipping and tracking information;

  • Proof of delivery where available;

  • Relevant customer correspondence;

  • Photographs or other evidence submitted in connection with the order; and

  • Information regarding the applicable policies accepted at the time of purchase.

We encourage customers to contact us before initiating a payment dispute so that we have an opportunity to investigate and resolve the issue directly.

Nothing in this section is intended to restrict any rights you may have to dispute a transaction under applicable law or the rules of your payment provider.

INTERNATIONAL RETURNS

Returns may need to be sent to our designated international return facility, which may be located in Asia.

The exact return address and instructions will be provided after your return request has been reviewed and approved.

Unless otherwise agreed or required by applicable law, the customer is responsible for the cost of returning the item to the designated return facility.

Please be aware that international returns may involve longer transit times. Customers are responsible for following the return shipping instructions provided by our Customer Support Team.

CUSTOMS AND DELIVERY DELAYS

International shipments may be subject to customs processing, import procedures, or other requirements imposed by local authorities.

Femi The Label is not responsible for delays caused by customs authorities, shipping carriers, incorrect delivery information, or other circumstances outside our reasonable control.

Any customs duties, import taxes, or related charges are handled in accordance with our applicable shipping terms and the laws of the destination country.

HYGIENE-SENSITIVE PRODUCTS

For health and hygiene reasons, certain products may not be eligible for return once they have been opened, worn, used, or otherwise handled beyond what is reasonably necessary to inspect them.

Products returned in an unsanitary, worn, washed, or used condition may be rejected where permitted by applicable law.

This does not affect any mandatory rights you may have in relation to defective or non-conforming products.

RETURN SHIPPING COSTS

Returns are not free unless explicitly stated otherwise or required by applicable law.

Unless the item is confirmed to be defective, damaged, incorrect, or otherwise covered by mandatory consumer protection rights, the customer is responsible for return shipping and any associated handling costs.

We recommend choosing a reliable, trackable shipping method and keeping your proof of shipment until the return process has been completed.

CONTACT US

If you have any questions about a return, refund, damaged product, or this Return & Refund Policy, please contact our Customer Support Team:

Femi The Label
Email: info@femithelabel.com

We will be happy to assist you with your request.