At Fine Reserved, we aim to ensure that our customers are completely satisfied with their purchases. We understand that there are times when you may need to return a product, and we want to make the process as easy and straightforward as possible. Please read our refund and return policy carefully to understand your rights and responsibilities.
1. Eligibility for Return and Refund
We accept returns and provide refunds under the following conditions:
- Products must be in their original, unused condition. This includes all packaging, tags, and accessories. Products that show signs of use, damage, or alteration cannot be returned or refunded.
- The return request must be made within 14 days of receiving your order. Any return request made after this period will not be accepted.
- Only certain categories of items are eligible for return. These include fashion items, beauty products, home & living products, electronics, and home appliances, among others. Please check the product page for specific return eligibility.
2. Non-Refundable and Non-Returnable Items
The following items cannot be returned or refunded once they have been delivered to you:
- Personal Care Items: Including cosmetics, skincare products, and toiletries, for hygiene and safety reasons.
- Custom-made or personalized products: Items that have been customized specifically for you (e.g., engraved jewelry, personalized gifts).
- Furniture and large appliances: Once delivered and set up in your home, these items cannot be returned due to the logistics and nature of the product.
- Perishable goods: Including food, wine, and beverages.
- Items with missing tags, seals, or packaging: If the product packaging has been tampered with or the product is not in its original condition.
- Electronics or software once opened: If you have opened and used any electronic device or software, returns will not be accepted.
No refund or return request will be processed for any item that falls into these categories.
3. Return Process
If you wish to return an item that is eligible for return, please follow the steps below:
- Contact our Customer Support Team: Email our customer service team at returns@finereserved.com within 14 days of receiving the item. Please provide your order number, details of the item you wish to return, and a brief reason for the return. If possible, attach clear photos of the product showing any issues (e.g., damage, defect).
- Return Approval: Once we receive your request, we will review it and send you an email with approval or instructions on how to proceed. Please ensure the product is unused, in its original packaging, and in a condition that can be resold.
- Shipping Instructions: You will be responsible for returning the item to our warehouse unless the return is due to a product defect or a mistake on our part (e.g., incorrect item delivered). We will provide you with the return address. Shipping costs for returns will be your responsibility, unless otherwise specified.
- Processing the Return: Once the item is returned and inspected, we will process your return and either issue a refund or exchange the product. The item must be in its original, unused condition to qualify for a return or refund. Please allow 5–7 business days for the processing of the return.
4. Refunds
Refunds will be issued based on the following conditions:
- Method of Refund: Refunds will be issued to the original payment method used during the purchase. If you paid via mobile money, the refund will be sent to the same mobile number.
- Timeframe for Refund: After your return is approved, refunds will be processed within 5–7 business days. Please allow additional time for the refund to appear in your account, depending on your bank or payment service provider.
- Partial Refunds: If only part of your order is returned (e.g., multiple items in one order), the refund amount will correspond to the price of the returned item(s). Shipping fees are not refundable.
- Shipping Fees: Shipping costs are non-refundable unless the return is due to an error made by us (e.g., incorrect item or defect). If we are responsible for the return, we will cover the return shipping cost.
- No Refunds for Delivered Goods: We do not provide any form of refund or return for products that have already been delivered and are no longer in their original condition (e.g., items used, opened, or damaged after delivery). This is to protect the integrity of our inventory and prevent any misuse of the return system.
5. Exchanges
If you receive a defective or incorrect product, we will provide an exchange with a like-for-like product (or a suitable alternative, if the original product is out of stock). The exchange process will follow the same procedure as the return process, and the defective product must be returned in its original packaging.
6. Damaged or Defective Products
If your product arrives damaged or defective, please follow these steps:
- Contact us within 48 hours: Email us at support@finereserved.com with your order details, including photos of the damaged or defective item. We will arrange a return or replacement of the product at no additional cost to you.
- Return Process for Damaged Items: We will send you a return label or arrange for the pickup of the damaged item. After we inspect the returned product, we will either send a replacement or issue a refund if the item is no longer available.
7. Cancellations
You may cancel an order if it has not yet been processed for shipment. Once an order has been dispatched or delivered, cancellations cannot be made. To cancel an order, please contact our customer support team as soon as possible.
8. Shipping and Handling Fees
Please note that the shipping and handling fees are non-refundable, except in cases where the product is defective, damaged, or an error has been made in fulfilling your order. If you receive a defective or incorrect product, we will provide a full refund, including the shipping costs.
9. International Returns and Shipping
If you purchased an item from outside of Ghana and wish to return it, international returns are subject to additional shipping fees, and you must arrange for the return shipping. Refunds will be processed once the item is received and inspected. The return policy for international orders is the same as for local orders in terms of eligibility and conditions.
10. Exceptions to the Refund and Return Policy
- Items damaged due to misuse will not be accepted for return or refund.
- No returns or exchanges will be processed for personalized or custom-made items (e.g., engraved jewelry, custom home decor).
- No returns or refunds are allowed for items that have been altered or damaged after delivery (e.g., worn clothing, opened electronics, or missing parts).
11. Customer Service Contact Information
For any inquiries related to returns, refunds, or exchanges, please contact us at:
- Email: returns@finereserved.com
- Phone: +233-545-460-830
- Business Hours: Monday to Friday, 9 AM – 6 PM
Final Notes
We are committed to providing our customers with high-quality luxury goods and excellent service. While we understand that returns may be necessary in some cases, we ask that you carefully review your purchase before confirming your order. If you have any questions about our refund and return policy, please don’t hesitate to reach out to us.