Returns & Refunds Policy

All return requests must comply with the Mall’s RMA guidelines.

We process most orders within 1 business day (excluding weekends and holidays). If you cancel on the same day the order is placed, we can usually stop the shipment and process your full refund within 1–2 business days.

If the order has already shipped, we will try to request a Return to Shipper (RTS). This is not always successful. In that case, please monitor the tracking and refuse delivery if possible. Once the item is confirmed returning to us, your refund will be processed within 2–3 business days.

Please note: After we process the refund, your bank or payment provider may take an additional 3–7 business days to show the funds in your account.

We accept returns within 30 days of delivery.

To start a return, you must contact us first to obtain a Return Merchandise Authorization (RMA) number. Email us at support@fensgarden.com with your order number and reason for return. We will reply within 1–2 business days.

1. Items must be unused, in original packaging, and include all accessories.
2. Returns without a valid RMA will not be accepted.
3. You must ship the item back within 14 days after receiving the RMA.

Products with custom designs, personalization, or made-to-order items under the brands Ginkartu and Zjbfxy (including custom art towels, blankets, and similar personalized products) cannot be returned unless they arrive damaged, defective, or incorrect.
These items are marked with a special return policy label in our system and are treated as final sale for change-of-mind returns.

1. Contact us at support@fensgarden.com to request an RMA.
2. Wait for our confirmation and instructions.
3. Pack the item securely in its original packaging.
4. Ship it back using the method we provide (or your own carrier if it is a change-of-mind return). Always include the tracking number.

Once we receive and inspect the returned item, we will process your refund within 5–7 business days. Refunds are issued to the original payment method. Banks and payment providers (PayPal, credit cards, etc.) may take additional 3–7 business days to complete the transfer.

In rare cases where return shipping costs are excessively high and we have sufficient photo/video evidence, we may waive the physical return and still issue a refund.

For any questions about returns or refunds, please email us at: support@fensgarden.com