Refund policy

Last updated: 18 September 2026

In addition to your statutory rights, FAUNIVA offers a 30-day return period for eligible products.

Starting a return

Please email yemingzhang97@gmail.com within 30 days of receiving your order and include:

  • your order number;

  • the product you wish to return;

  • the reason for the return, if you wish to provide one; and

  • photographs or video if the product is damaged, faulty, incorrect or incomplete.

You do not need to give a reason when exercising your statutory right to cancel.

Returns for UK orders are handled individually. Please contact us before sending any product so that we can provide the most practical return solution and the appropriate return destination for your order.

Contacting us helps us identify and process your return promptly, but your statutory right to cancel does not depend on our approval. Sending a product without contacting us first may delay processing.

Your right to cancel

For most online purchases, you may tell us that you wish to cancel within 14 days after receiving the goods, without giving a reason. After notifying us, you normally have a further 14 days to return the goods.

FAUNIVA extends the return-request period to 30 days after delivery for eligible products. This additional period does not replace or reduce your statutory rights.

Change-of-mind returns

During the statutory cancellation period, you may inspect a product as you would in a shop. We may make a reasonable deduction from the refund if handling beyond what is necessary to establish the product’s nature, characteristics and functioning has reduced its value.

For a return requested after the statutory cancellation period but within our voluntary 30-day period, unused products that remain suitable for resale may be returned.

Where reasonably possible, please return the product with its original packaging, parts and accessories. For hygiene and safety reasons, products that have been used, washed, installed or exposed to birds or other animals may not be eligible for this additional voluntary return period.

This does not affect your rights during the statutory cancellation period or your rights where a product is faulty, damaged, unsafe, incorrect or not as described.

For a change-of-mind return, you are responsible for the direct cost of returning the product. We recommend using a tracked service and keeping proof of postage until the return has been completed.

Products excluded from change-of-mind returns

Unless faulty or otherwise protected by law, we cannot normally accept a change-of-mind return for:

  • personalised or custom-made products;

  • perishable goods;

  • sealed products that are not suitable for return for health or hygiene reasons once unsealed; or

  • products that have been materially used, contaminated, altered or damaged after delivery.

These exclusions do not affect your rights where a product is faulty, damaged, unsafe, incorrect or not as described.

Faulty, damaged, incorrect or misdescribed products

If a product arrives damaged, is faulty, is not what you ordered, is missing essential parts or does not match its description, please contact us promptly. We may request photographs, video or other reasonable information to help us assess the issue.

Where you have a legal right to reject the goods, we will provide a refund. In other circumstances, the appropriate remedy may be a repair, replacement or refund, depending on your legal rights.

If we ask you to return a product because of our error or a qualifying fault, we will provide a return method or reimburse reasonable return postage agreed with us in advance.

Refunds

When a return is required, we will inspect it after receipt and notify you of the outcome. Refunds due will be made to the original payment method.

For a valid cancellation, we will issue the refund within the period required by law and, where applicable, no later than 14 days after:

  • receiving the returned goods; or

  • receiving acceptable evidence that the goods have been sent back,

whichever is earlier.

Your bank or payment provider may take additional time to display the refund.

If you cancel the entire order under your statutory cancellation right, we will also refund the cost of the least expensive standard delivery method offered for that order.

Additional costs for an upgraded or express delivery option are not refundable. Original delivery charges are not normally refunded for a partial change-of-mind return unless required by law.

Cancelling before dispatch

Contact us as soon as possible if you wish to cancel an order.

If the order has not entered fulfilment or been dispatched, we will normally be able to cancel it and issue a full refund. If it has already been dispatched, the return rules above will apply.

Contact

Email: yemingzhang97@gmail.com

Model cancellation form

You may use the wording below to exercise your cancellation right, but its use is not compulsory:

To: FAUNIVA, operated by XIJEA (WENZHOU) TRADING CO., LTD.

Registered business address (not a returns address): Oulian Building, No. 320 Shangwu Avenue, Ouhai District, Wenzhou, Zhejiang, China.

Email: yemingzhang97@gmail.com

I hereby give notice that I cancel my contract for the sale of the following goods: [goods].

Ordered on / received on: [date].

Order number: [order number].

Customer name: [name].

Customer address: [address].

Date: [date].