Refund and Returns Policy

Last updated: April 16, 2025

At Fezapew, we take pride in every handmade wooden shelf and bookshelf we create. Each piece is crafted with care, and your satisfaction is our priority. If the product you receive does not meet your expectations, this Refund & Returns Policy explains your rights and the process.

Policy Overview

1. General Conditions for Acceptance of Returns

To qualify for a return, your wooden shelf must be sent back within 90 days of the delivery date. The product must remain in its original condition, meaning it has not been used, assembled (if applicable), scratched, cracked, or otherwise altered. When returning the product, it must be packaged in its original packaging or in equivalent protective materials to prevent any damage during transit.

Customers must also provide proof of purchase, such as an invoice or order confirmation, to validate the return. Please note that because our products are crafted from natural wood, characteristics such as unique grain patterns, knots, or slight color variations are inherent qualities of the material and are not considered defects. These natural differences make each piece unique and are part of the charm of a handcrafted wooden shelf.

2. Return Cases

A. Returns Due to Fezapew’s Fault

Fezapew will take full responsibility for any issues caused by us. This includes products that arrive damaged during transport, such as cracks, dents, or breakage, as well as cases where the wrong item is delivered—for example, a shelf of a different model, size, or finish than the one you originally ordered.

When such cases occur, the costs of return are handled differently depending on the market. For customers in the United States, returns are completely free, and Fezapew will provide a prepaid return shipping label. For customers in Morocco, the return shipping cost must initially be paid by the customer, but Fezapew will fully reimburse the expense once the returned product has been received, inspected, and confirmed to be defective or incorrect.

After the return is processed, customers may choose between two solutions: receiving a replacement product (subject to availability) or obtaining a full refund, which includes the original shipping fee.

B. General Returns (Change of Mind)

If you decide that the shelf no longer meets your needs, or it does not fit the intended space, Fezapew accepts returns within 90 days of delivery under our change-of-mind policy. In this situation, the item must be unused, undamaged, and in its original condition when returned.

For general returns of this type, the customer is responsible for all return shipping costs, regardless of whether the order was placed in the United States or Morocco. Once the product is received and inspected to confirm it is in suitable condition, Fezapew will issue a refund of the product value only. Please note that the original shipping fee from the initial order will not be refunded in these cases.

3. Items Not Eligible for Return

Not all items are eligible for return. Custom-made or personalized shelves, designed to customer specifications, cannot be returned unless the product is defective due to our fault. Similarly, products that are sent back in a damaged state caused by poor repackaging or misuse by the customer will not be accepted for return. Finally, items purchased as part of Final Sale or Clearance promotions are not eligible for return or refund, except in the case of defects attributable to Fezapew.

4. Return Process

If you wish to return a product, the first step is to submit a request within 90 days of delivery. To do this, please contact our support team at [email protected] and provide your order number, a brief explanation of the reason for the return, and, in the case of damaged or defective products, clear photos showing the issue. This initial request allows our team to quickly assess the situation and determine the appropriate next steps.

Once your request is received, our team will review it within one to two business days. You will then receive detailed instructions on how to proceed. For customers in the United States, if the return is due to a fault on our part, we will issue a prepaid return label so you can send the product back at no cost. For customers in Morocco, our team will provide shipping instructions, and you will need to cover the return shipping fee initially. However, if the return is confirmed to be caused by our error, Fezapew will reimburse the cost once the product has been inspected.

When shipping the product back, it is essential that the item is carefully repackaged. We strongly recommend using the original box and protective materials to ensure the shelf arrives in good condition. Returns should be sent to our designated return address in the United States:

Fezapew – Returns Department 1242 Buccaneer Dr, Abilene, TX 79605, USA

For customers in Morocco, returns will need to be sent to our local distribution partner, and the specific return address will be provided directly in the instructions email you receive.

5. Refund Guarantee: Time & Method

Fezapew is committed to processing refunds quickly and transparently. Once a returned product has been received and inspected to confirm that it meets the return conditions, we will initiate the refund process. This will be done within a maximum of five business days. The refund will be credited directly to the original payment method used at checkout, such as your credit card or PayPal account.

As soon as the refund has been processed, you will receive a confirmation email from us. This ensures you are kept fully informed and can track the status of your refund without uncertainty. Please note that refunds will not be issued in the form of store credit unless this has been specifically requested by the customer.

6. Restocking Fee

At Fezapew, we believe in fair and transparent policies. For this reason, we do not charge any restocking fees on returned items, regardless of whether the return is due to our fault or the customer’s change of mind. Our goal is to make the return experience as simple and stress-free as possible for our customers.

7. Processing & Shipping Times

To ensure clarity, we also provide guidance on order processing and delivery timelines. All orders are typically processed within one to two business days from the time of purchase. This processing schedule applies from Monday to Friday and excludes official public holidays.

Once processed, delivery times vary depending on the destination. For customers in the United States, the average transit time is between 4 to 6 business days, depending on the courier. For customers in Morocco, delivery generally takes 10 to 14 business days, though this may vary depending on the carrier and customs processing.

To help customers plan their purchases, we also apply an order cut-off time. Orders placed before 2:00 PM CST are processed on the same business day. Orders placed after this cut-off will begin processing on the following business day.

8. Contact us

If you have any questions, please do not hesitate to contact:

• Address: 3900 Old Anson Rd, Abilene Tx 79601. Us

• Email: [email protected]

• Phone: +1 (325) 721-0055

• Support Hours: Mon–Sun: 8:00 AM-5:00 PM EST