Return and Refund Policy
At FansFlex, we are committed to providing high-quality, unique products that celebrate your fandom. We understand that sometimes things may not go as planned, so we’ve created this policy to outline our approach to returns and refunds. By placing an order with us, you confirm that you have read, understood, and agreed to the following terms.
Our Commitment to Quality
We stand behind the quality of our products. If you receive an item that is defective or incorrect due to an error on our part, we will gladly replace it at no additional cost to you.
Made-to-Order Products
All of our items are made-to-order and often customized just for you. Due to this, we do not typically accept returns or exchanges for customer-related errors such as incorrect size, color, or design choices. Please double-check your selections before completing your purchase.
Product Representation
We strive to provide accurate images of our products. However, please understand that minor variations may occur due to factors such as photo lighting and differences in monitor settings. While we aim for a close match, these minor differences are not considered defects.
Returns
We accept returns for items that were shipped incorrectly or arrived damaged due to errors on our end. To start a return, please contact our customer support team at [email protected] with your order number and a description of the issue. You must also include a proof of purchase such as your receipt, or your order number.
Please note that while we cover the cost of shipping an exchange or replacement, the buyer is responsible for return shipping if they wish to send it back.
Refunds
Our refund policy lasts for 14 days from the date of delivery. If more than 14 days have passed since your item was delivered, we unfortunately cannot offer a refund or exchange.
Upon receiving your return and after careful inspection, we will notify you of our decision regarding your refund. If approved, the refund will be processed, and a credit will be automatically applied to your original method of payment within a few business days. Please allow some time for the refund to appear in your account.
Troubleshooting Missing Refunds
If your refund has not appeared after a few business days, please note that refunds are typically processed and will reflect on your next billing statement for the card, bank account, or payment method you used for the purchase. These can take some time to process so please be sure to review your statement.
To check the status, we recommend the following:
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Review Your Billing Statements: Check your billing statement for the card, bank account, or payment method you used. You should also check that the refund has been applied as a credit.
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Allow Processing Time: Please allow up to 30 days after your refund request has been approved for the refund to be fully processed and appear on your statement.
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Contact Us if needed: If you have reviewed your statements, and 30 days has passed and you still haven’t received your refund, please contact us at [email protected], and we’ll be happy to assist you.
Refunds on Sale Items
Please note that only regular-priced items are eligible for a refund. Unfortunately, all sale items are considered final sales and are not eligible for a refund.
Exchanges
We will replace items if they are defective, damaged, or shipped with errors on our part. To request an exchange, please contact our support team at [email protected] with your order number and a detailed description of the issue, along with photographs of the incorrect product or the damage. Once reviewed and approved, we will provide you with the return address and all necessary instructions. We will also provide a shipping label for the exchange, however the buyer is responsible for return shipping if they wish to send it back instead of an exchange.
Required Evidence for Replacement
To ensure a smooth process, please provide the following photographic evidence for various issues:
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Wrong Product Shipped:
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A picture of the incorrect item you received.
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A picture of the shipping label.
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Size Issue:
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A picture of the shipping label.
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A photo measuring the size of the product with a ruler.
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A clear picture of the entire product you received.
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Damaged Items:
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A clear picture of the damaged item.
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A picture of the shipping label.
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Cancellations
We understand that things happen. If you need to cancel or modify your order, please contact us at [email protected] with your order number and your specific request within 12 hours of placing your order. After this 12 hour window, orders are sent to production and we are unable to accept any cancellations or modifications.
Cancellations are subject to a 1.5% management and transaction fee, which will be deducted from your refund. However, if you are switching to a new order, you will receive a full 100% refund for the original order, once your new order is placed.
Contact Us:
If you have any questions regarding our Return and Refund Policy, please do not hesitate to contact us at: