Refund & Return Policy

Last updated: August 19, 2026

This policy applies to purchases made on fenous.shop. Fenous is operated by reenyo LLC.

The short version

Every book is made to order, so we can’t accept returns for change of mind.
If the book arrives faulty, damaged, wrong, or never arrives at all, we replace it or refund you — free.
Tell us within 30 days and please don’t post the book back to us.

Personalized products are made just for you

Every Fenous book is custom-made and printed on demand with the specific name and personalization details you provide. Because each book is unique to your order and cannot be resold, personalized items are final sale and cannot be returned or refunded once production has begun.

Our print partner does not operate a returns address for made-to-order books, so please don’t send your book back to us — if something is wrong, contact us instead and keep the book unless we specifically ask otherwise.

Please check your details carefully

You are responsible for the accuracy of the personalization you enter — including the correct spelling of the child’s name, the cover you choose, and any dedication message. Before you pay, the personalizer shows you a Review & confirm step where every detail can still be edited. We cannot offer refunds or replacements for errors in the information you provided (for example, a misspelled name), so please double-check everything before you order.

Photos you upload

Some of our books let you upload a photo of your child. By uploading, you confirm you have the right to use that image. Please upload a clear, well-lit, reasonably high-resolution photo — we can’t offer a refund or reprint because a photo you supplied turned out blurry, dark, or cropped differently than you expected. If we’re unsure a photo will reproduce well, we’ll email you before printing. We store uploaded photos securely, use them only to produce your book, and will delete them on request.

When we will make it right

We stand behind the quality of our books. We will provide a free replacement or a full refund if your order arrives with any of the following, through no fault of your own:

A manufacturing or printing defect
A printing error that does not match the personalization you confirmed
Damage that occurred during shipping
The wrong item shipped to you

If your order never arrives

If your book hasn’t turned up, contact us within 30 days of the estimated delivery date shown in our Shipping Policy. We’ll investigate with our print partner, and where an order is confirmed lost in transit we’ll send a free replacement — or refund you instead if you’d prefer.

How to request a replacement or refund

If your order qualifies under either section above, please contact us at fenous.support@gmail.com within 30 days of delivery (or of the estimated delivery date, for orders that never arrived). Include:

Your order number
A short description of the issue
Clear photos showing the defect, damage, or error

Photos matter: our print partner requires photographic evidence to approve a reprint, so a couple of clear pictures let us resolve things much faster. Once we review and confirm the issue, we’ll arrange a free replacement or issue a refund to your original payment method. Refunds are typically processed within 5–10 business days after approval, though the time for the funds to appear depends on your bank or card provider.

Incorrect addresses and refused deliveries

Please make sure your shipping address is correct at checkout — we can’t reroute a package once it has shipped. If a parcel is returned to sender because the address was incomplete or incorrect, or because delivery was refused, we’re unable to refund that order, and reshipping it requires a new purchase. If you spot a mistake in your address, email us immediately and we’ll change it if production hasn’t started.

Order cancellations

Because production can begin quickly, we can only cancel an order if production has not yet started. If you need to cancel, contact us as soon as possible at fenous.support@gmail.com and we’ll do our best to help. Once a personalized book has entered production, it can no longer be cancelled.

Your statutory rights

Nothing in this policy limits any rights you have under the consumer laws of your country. In many places, custom-made and personalized goods are exempt from standard change-of-mind return rights — but your right to a remedy for a faulty product always stands.

Questions

If you’re unsure about anything before ordering, we’re happy to help — just email fenous.support@gmail.com.