Returns & Exchanges

Return & Refund Policy

We want you to love what you ordered. Here’s how we handle returns.

Effective Date: March 18, 2026

1. Overview

At Fionash.com, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we offer a clear and straightforward returns and refunds process. Please read this policy carefully to understand your rights and obligations.

2. Eligibility for Returns

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

• The return request must be initiated within 14 days of the delivery date
• The item must be unworn, unwashed, and in its original condition
• All original tags, labels, and packaging must be intact
• A valid proof of purchase (order confirmation email or receipt) must be provided

Items that do not meet these conditions will not be accepted for return and will be sent back to the customer at their expense.

3. Non-Returnable Items

The following items are not eligible for return or exchange:

• Items marked as ‘Final Sale’ or ‘Non-Returnable’ at the time of purchase
• Intimate apparel, swimwear, and undergarments (for hygiene reasons)
• Customized or personalized items
• Gift cards
• Items damaged due to customer misuse, improper care, or accidental damage

4. How to Initiate a Return

To initiate a return, please follow these steps:

• Step 1: Email us at returns@fionash.com within 14 days of receiving your order
• Step 2: Include your order number, the item(s) you wish to return, and the reason for return
• Step 3: Our team will review your request and respond within 2 business days with return instructions
• Step 4: Pack the item securely in its original packaging (if available) and ship it to the address provided

Please do not return items without prior authorization. Unauthorized returns will not be processed.

5. Return Shipping Costs

5.1 Domestic Returns (Ghana)

If the return is due to a fault on our part (e.g., wrong item sent, defective product), Fionash will cover the return shipping cost. For all other return reasons (e.g., change of mind, sizing issues), the customer is responsible for return shipping costs.

5.2 International Returns

For international orders, the customer is responsible for all return shipping costs, including any customs duties or taxes incurred. We strongly recommend using a tracked shipping service for international returns, as Fionash cannot be held responsible for items lost in transit.

6. Refunds

6.1 Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund within 3–5 business days. If approved, your refund will be processed to your original payment method within 7–10 business days:

• Mobile Money (MTN, Vodafone, AirtelTigo): 3–5 business days
• Credit/Debit Card: 7–10 business days (depending on your bank)
• Cash on Delivery orders: Refund via Mobile Money or bank transfer

6.2 Partial Refunds

In certain situations, only partial refunds may be granted, such as for items returned with obvious signs of use, missing original packaging, or items that are not in their original condition for reasons not due to our fault.

6.3 Non-Refundable Fees

Original shipping fees are non-refundable unless the return is due to an error on our part. For Cash on Delivery orders, a handling fee may be deducted from the refund amount.

7. Exchanges

We offer exchanges for a different size or color of the same item, subject to stock availability. To request an exchange, follow the same process as initiating a return (Section 4) and specify the item you would like in exchange. If the requested exchange item is unavailable, a refund will be issued.

8. Defective or Incorrect Items

If you receive an item that is defective, damaged, or incorrect, please contact us within 48 hours of delivery at support@fionash.com with the following:

• Your order number
• Clear photos of the defective or incorrect item
• A brief description of the issue

We will arrange for a replacement or full refund at no additional cost to you, including return shipping.

9. Order Cancellations

Orders may be cancelled within 2 hours of placement at no charge, provided the order has not yet been dispatched. To cancel an order, contact us immediately at support@fionash.com with your order number. Orders that have already been shipped cannot be cancelled and must go through the standard return process.

10. Contact Us

For any return or refund related enquiries, please contact our team:

Email: info@fionash.com

Website: www.fionash.com

Address: Fionash.com, 76 Garden Road. East Legon, Accra, Ghana.

Response Time: Within 2 business days