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You may exchange your product if you are not 100% satisfied with the color, size or model. If this is the case, please let us know why you wish to exchange your product within seven calendar days of delivery.

Please note you are responsible for return postage. The product you wish to exchange must be returned with a copy of the receipt attached, in the original shoebox, in the same condition received and bearing no evidence of use.

Please meet these conditions to promptly receive the new product you desire.

The customer has 90 days to file a complaint for any apparent our easily demonstrable defect in the merchandise. In the case of a defect, please contact our Customer Service immediately so we can best direct how to proceed.

Please remember that defect will be reviewed on a case-by-case basis, and no exchanges or repairs will be made in the case of improper use of the merchandise.

The product must be returned in its original shoebox together with a copy of the receipt.

Damaged Packaging or Shipping Problems:

If the product is damaged during shipping or handling, or if you notice any other irregularities when you receive your purchase, please contact us immediately by e-mail at or by phone at 19-3365-4192. Please note that you should never accept a package if the seal has been broken or tampered with.


It is very important to keep in mind that our suppliers review all defects. According to the Consumer Defense Code, the average time to review returned products is 30 days from receipt from the store.

Request Approved:

If the supplier determines that the product is faulty according to the Consumer Defense Code, Ftérna reserves the right to decide if it will replace or repair the product.

Request Denied:

If the supplier determines that the product is not faulty or that the product has been used improperly, has been accidentally damaged or shows signs of natural wear and tear, the product will not be exchanged, and the customer will not be credited for the purchase.

Purchase-Order Cancellation:

Ftérna will automatically cancel a purchase when:

The corresponding charge does not go through on the customer’s debit/credit card.

There are inconsistencies in the information listed in the purchase order, including identification information, taxpayer number, address and the like.

The corresponding bank payment is not made.

The product is out of stock.

The foregoing conditions are only valid for purchases at

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