Refund policy
Refund & Returns Policy
Last updated: March 23, 2026
Thank you for shopping with FanPay. This Refund and Returns Policy describes the conditions under which returns, refunds, and replacements may be requested for purchases made through our website.
1. Return Window
Customers may request a return within 15 calendar days from the date the order is delivered.
Requests submitted after this period may not be eligible for a refund or return.
2. Eligibility for Returns
To be eligible for a return, the item must meet all of the following conditions:
- The product must be unused and in the same condition in which it was received.
- The product must be returned with original packaging, tags, accessories, and inserts.
- The customer must provide a valid proof of purchase such as an order number or receipt.
- The product must not show signs of wear, use, damage, or alteration.
We reserve the right to decline returns that do not meet these conditions.
3. How to Request a Return
To initiate a return request, customers must contact us first.
The request must include:
- Order number
- Reason for the return
- Photos of the product (if damaged, defective, or incorrect)
Returns sent without prior authorization may not be accepted.
If the return request is approved, we will provide instructions for returning the item.
4. Damaged, Defective, or Incorrect Items
Customers should inspect their order upon delivery.
If an item arrives damaged, defective, or incorrect, customers must notify us within 24 hours of delivery and provide photographic evidence.
After reviewing the claim, we may offer one of the following solutions:
- Replacement of the product
- Full or partial refund
- Store credit
- Another mutually agreed solution
Failure to report the issue within this timeframe may affect eligibility for resolution.
5. Non-Returnable Items
Certain products cannot be returned due to hygiene, safety, or operational reasons. These may include:
- Personal care or intimate-use products
- Customized or made-to-order products
- Final sale or discounted items
- Gift cards
- Hazardous materials, flammable liquids, or regulated goods
If you are unsure whether your item qualifies for return, please contact us before submitting a request.
6. Exchanges
We do not process direct exchanges.
If you wish to obtain a different item, you may request a return (if eligible) and place a new order separately.
7. Refunds
Once the returned item is received and inspected, we will notify the customer by email regarding the status of the refund request.
If approved:
- Refunds will be issued to the original payment method used during checkout
- Refund processing may take up to 15 business days
- Additional time may be required depending on the customer’s bank or payment provider
We are not responsible for delays caused by financial institutions or payment processors.
8. Late or Missing Refunds
If a refund has been approved but has not appeared after 15 business days, customers should:
1. Check their bank account or credit card statement
2. Contact their payment provider
3. Contact us if the issue persists
9. Return Shipping
Unless the return is due to a defective, damaged, or incorrect product, customers are responsible for return shipping costs.
Shipping costs are non-refundable.
We recommend using a trackable shipping service when returning products.
10. Order Refusal or Fraud Prevention
We reserve the right to refuse returns, refunds, or orders in cases involving:
- Suspected fraud
- Abuse of the return policy
- Excessive or repeated refund requests
- Violation of our terms of service
11. Worldwide Orders
This policy applies to all orders worldwide.
Customers are responsible for any customs duties, import taxes, or local fees required by their country.
These charges are non-refundable.
12. Contact
Email: