Return and Refund Policy

At fernlay, we want you to shop with confidence and peace of mind.
This Return & Refund Policy explains how returns, exchanges, and refunds are handled, so you know exactly what to expect when shopping on fernlay.

1.Return Eligibility

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return, the item must meet the following conditions:

The item must be in the same condition as when it was received
Unused, uninstalled, and free from signs of wear
Returned with all original tags, labels, and accessories (if applicable)
Packed securely in its original packaging
Accompanied by a receipt or valid proof of purchase

Returns that do not meet these requirements may not be approved.

2.How to Start a Return

To initiate a return, please contact our support team at:
support@fernlay.com

If your return request is approved:

You will receive detailed return instructions from our team
A return shipping label may be provided when applicable
You will be informed of where and how to send your package

Important:
Items sent back without first requesting a return and receiving authorization will not be accepted.

If you have any questions about the return process, feel free to contact us at support@fernlay.com before sending your item.

3.Damages & Issues

Please inspect your order carefully upon delivery.

If your item arrives damaged, defective, or incorrect, contact us as soon as possible.
Providing photos and a brief description of the issue will help us evaluate the situation and resolve it quickly.

Our goal is always to make things right when something goes wrong.

4.Exceptions / Non-Returnable Items

Certain items are not eligible for return, including but not limited to:

Perishable goods (such as live plants, seeds, soil, or fertilizers)
Custom-made or personalized products
Personal care or hygiene-related items
Hazardous materials, flammable liquids, or regulated substances
Original shipping fees paid at checkout

We also do not accept returns for:

Sale or clearance items
Gift cards

If you are unsure whether your item qualifies for return, please contact us before starting the process.

5.Exchanges

The fastest way to receive a replacement item is to:

Return the original item following our return process
Once the return is approved, place a new order for the desired replacement

This ensures faster processing and accurate inventory availability.

6.European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the legal right to cancel or return your order within 14 days of delivery, without providing a reason.

Conditions for EU returns:

The item must be unused and in resalable condition
Returned with original packaging and tags (if applicable)
Proof of purchase is required

This right applies regardless of our standard 30-day return policy.

7.Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved:

Refunds will be issued to your original payment method
Please allow up to 10 business days for the refund to be processed

Please note that your bank or credit card provider may require additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@fernlay.com.

8.Return Address

A return shipping label and authorization from fernlay is required before sending any items.

Return Address:
Hong Kong Chen Si Yu International Limited        

FLAT/RM 01C BLK 2 21/F CHINA HONG KONG CITY 33 CANTON ROAD TSIM SHA TSUI KL