Refund policy

At Fanaze, every product is custom-crafted and fulfilled with the creator in mind. Our pieces are made to order, which means we do not carry inventory — each item is uniquely produced when an order is placed. Because of this, we follow a strict no-return, no-exchange policy unless the product delivered is incorrect, defective, or damaged.

Order Changes and Cancellations

Once payment is successfully completed and an order is confirmed, the payment is non-refundable for customer-requested cancellations or changes. This includes a change of mind, no longer needing the product, finding the product at a lower price later, forgetting to apply a discount code, selecting the wrong product, colour, or size, or any similar reason.

Orders are usually sent for processing within 10 minutes to 1 hour, although this may happen sooner or later. A delay in our team reading or responding to your email may mean that the order has already entered processing. Sending a request does not automatically place the order on hold.

We can change an order only when it has not yet been sent for processing and our team is able to place it on hold successfully after receiving your first email. A change or cancellation is confirmed only when we notify you in writing that the hold was successful.

If you no longer want an order that we successfully hold before processing, we may issue a Fanaze gift card for the eligible paid amount. The gift card can be used toward a different order on our store but cannot be redeemed for cash or refunded to the original payment method.

Gift-card accommodation is not available for orders placed using partial payment, including orders where only a partial amount or a partial amount plus the shipping fee was paid online. In these cases, fulfilment and shipping costs are incurred whether the shipment is delivered or returned to origin (RTO).

This cancellation section applies to customer-requested cancellations and modifications. It does not limit remedies required by applicable law or the provisions below for an incorrect, defective, or damaged product.

When You Can Request a Return or Exchange

We only accept return or replacement requests in the following cases:

• You received the wrong product (wrong item, color, or size than ordered).
• The item arrived damaged or with a clear manufacturing defect.

To qualify for a return or replacement, you must contact us within 7 days of receiving your order. Please email contact@fanaze.com with:

• Your full name and order number
• Clear photos of the product showing the issue
• A brief explanation of the problem

When We Cannot Accept Returns

We do not accept returns or offer refunds in the following situations:

• Change of mind or you no longer want the product
• You ordered the wrong size or fit
• You didn’t like the style once received
• Minor color variation due to lighting or screen differences

Since every product is made on demand and tied to a specific creator’s wardrobe, we cannot restock or resell returned items. Please make sure to check sizing charts and product descriptions carefully before placing your order.

How We Handle Accepted Issues

If your issue qualifies, we will either:

• Send a free replacement of the same item
• Issue store credit, if applicable

Refunds are approved only in rare cases where a replacement cannot be provided due to inventory or logistics issues.

Need Help?

We’re here for you! For any product-related concerns, email our support team at contact@fanaze.com. We typically respond within 24–48 hours.