Returns information
Returns & Refunds
Return eligibility, shipping responsibility, exchanges, refund timing and EU statutory withdrawal rights.
Change-of-Mind / Normal Return
Eligibility
For products covered by the ordinary return policy, request a return within 14 calendar days after receipt by contacting support@fanerox.com. Items should be unused, unworn, unwashed, in original condition and with original tags where applicable.
Shipping cost
For a non-defective return such as a change of mind, size preference or personal preference, the customer pays the return shipping cost.
Return address: the registered address is not automatically the return address. Return instructions and the applicable return address are provided by customer support.
Damaged, Defective, Incorrect or Incomplete Goods
If an item is damaged, defective, incorrect or an order is incomplete, contact support@fanerox.com. We pay the applicable return shipping cost for goods affected by a merchant-responsibility issue. Mandatory statutory consumer rights remain fully applicable.
EU Statutory Withdrawal
Where EU distance-selling consumer rules apply, consumers generally have a 14-day statutory right of withdrawal from receipt without giving a reason. The consumer may bear the direct return shipping cost where this responsibility was clearly disclosed before purchase.
When the statutory withdrawal right applies, the standard original delivery cost is refunded as required by applicable law. If the customer selected a more expensive delivery option than the least expensive standard method offered, the supplementary amount above the standard delivery cost may be excluded from the refund where permitted by law.
The consumer may inspect goods to a degree comparable to what would reasonably be permitted in a physical shop. Any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may be addressed according to applicable law.
Return Process
Contact support
Email support@fanerox.com within the applicable request period and describe the return reason.
Receive return instructions
Customer support provides the return steps and applicable return address.
Send the goods back
Return the goods according to the instructions and applicable legal time limits.
Resolution
After the return is received and reviewed, an eligible refund or exchange is processed, subject to mandatory statutory rules.
Exchanges
Normal exchange
For a size change, change of mind, personal preference or other non-defective exchange, the customer pays the return shipping cost and the replacement item shipping cost.
Problem-goods exchange
For damaged, defective, incorrect or incomplete goods, we pay the applicable return shipping and replacement shipping costs.
No restocking fee is charged.
Refund Timeline and Method
Our internal target is to process approved refunds within 7 business days after returned goods are received and the necessary review is completed. Banks, card issuers or payment providers may require additional time to display the credit. This internal target does not extend, reduce or replace any mandatory statutory refund deadline.
For EU statutory withdrawal, where permitted by law, we may withhold the refund until the returned goods are received or the customer provides evidence that the goods have been sent back, according to the applicable statutory rule.
Approved refunds are generally returned to the original payment method.
Return Exceptions Where Applicable
If made-to-order, custom-made or clearly personalised goods are offered, such products may fall within a statutory withdrawal exception where applicable law permits. This does not limit rights relating to defective, damaged, incorrect goods, merchant production errors or other mandatory statutory consumer rights.
Statutory Rights
Nothing in this policy limits mandatory statutory consumer rights.