Order Cancellation Policy

Order Cancellation Policy

At FanCollex, we understand that circumstances may change and you may need to request the cancellation of an order. Please read this policy carefully before placing your order.

This Cancellation Policy forms part of our Terms & Conditions and applies to all purchases made through our website.

Cancellation Requests

Submitting a cancellation request does not automatically cancel your order.

All cancellation requests are subject to review and acceptance by FanCollex. We reserve the right to refuse a cancellation request where the order has already entered processing, inventory has been allocated, shipping arrangements have been made, or where cancellation is otherwise no longer reasonably possible.

Standard Orders (In-Stock Items)

Orders for in-stock products may be cancelled only before they have entered processing.

Once an order has entered processing, inventory has been allocated, has been packed, or shipping arrangements have commenced, cancellation may no longer be possible.

If shipping labels have already been created or shipping charges have already been paid to the shipping carrier, FanCollex reserves the right to deduct these non-refundable costs from any approved refund.

Pre-Order Items

Products marked as Pre-Order are clearly identified on the product page together with their estimated shipping timeframe (for example, 2–3 business weeks).

By placing a pre-order, you acknowledge and agree that:

• You have read and accepted the estimated shipping timeframe displayed on the product page.
• The estimated shipping timeframe refers to the expected dispatch date from our warehouse and is not a guaranteed delivery date.
• Production schedules, licensing approvals, supplier lead times, quality control, logistics, customs procedures, and other circumstances beyond our reasonable control may affect the estimated dispatch date.
• Purchasing a pre-order reserves inventory specifically for your order.

A pre-order may only be cancelled before inventory has been allocated and before the order has entered production or processing.

Once production has been completed, inventory has been allocated, the order has entered processing, shipping labels have been generated, or the shipment has been booked with the carrier, cancellation may no longer be possible.

Orders Already Shipped

Once an order has been dispatched and a tracking number has been issued, it is considered fulfilled and can no longer be cancelled.

Customers may still have statutory consumer rights under the laws applicable in their country of residence where required by law.

Refusing delivery does not constitute cancellation of the order.

If a shipment is refused by the customer or cannot be delivered due to reasons attributable to the customer (including but not limited to refusal to pay customs duties, taxes, brokerage fees, failure to collect the parcel, or providing an incorrect delivery address), any refund will only be processed after the goods have been successfully returned to FanCollex.

Where applicable, FanCollex reserves the right to deduct:

• Original shipping costs.
• Return shipping costs.
• Customs duties or taxes paid on behalf of the customer.
• Carrier brokerage, customs clearance or processing fees.
• Payment processing fees where legally permitted.
• Any additional costs incurred as a result of the refused shipment.

If the shipment is abandoned, destroyed by customs authorities or the carrier, or cannot be returned to FanCollex, no refund will be issued.

Customs Duties, Taxes & Carrier Fees

International orders may be subject to import duties, VAT, GST, customs duties, brokerage fees, customs clearance fees, handling charges, or other taxes imposed by the destination country.

These charges are not included in our product prices or shipping charges unless expressly stated during checkout.

The customer is solely responsible for paying any such charges.

FanCollex has no control over these fees and cannot estimate their amount, as they vary depending on the destination country and shipping method.

Express carriers such as UPS, DHL, FedEx and similar companies may charge additional brokerage, customs clearance or handling fees, which remain the sole responsibility of the customer.

Failure to pay these charges does not entitle the customer to cancel the order or obtain a full refund.

Payment Disputes & Chargebacks

If a payment dispute or chargeback is initiated after an order has entered processing or has been shipped, FanCollex reserves the right to provide the payment provider (including PayPal, Shopify Payments, Stripe, credit card issuers, Klarna, or any other payment processor) with all relevant evidence, including but not limited to:

• Order confirmation.
• Product page displaying the published shipping or pre-order timeframe.
• Customer acceptance of our Terms & Conditions and Policies during checkout.
• Payment confirmation.
• Shipping confirmation.
• Tracking information.
• Delivery confirmation (where available).
• Customer communications.
• Proof of inventory allocation and production status (where applicable).

Opening a payment dispute does not automatically cancel an order or remove the customer’s contractual obligations.

Where fraudulent or abusive chargebacks are identified, FanCollex reserves the right, to the extent permitted by applicable law, to:

• Contest the dispute.
• Refuse future orders.
• Suspend customer accounts.
• Recover any outstanding costs or losses resulting from the chargeback.

Force Majeure

FanCollex shall not be held liable for delays or failure to fulfil its obligations where such delays result from circumstances beyond our reasonable control, including but not limited to:

• Natural disasters.
• Extreme weather conditions.
• Government actions.
• Customs inspections or customs delays.
• Transportation disruptions.
• Carrier delays.
• Supplier delays.
• Manufacturing delays.
• Licensing approvals.
• Pandemics or public health emergencies.
• Strikes or labour disputes.
• War, terrorism or civil unrest.
• Any other force majeure event.

Such events shall not constitute grounds for cancellation, compensation or damages.

Contact Us

If you need assistance with your order, please contact our Customer Support team before opening a payment dispute.

We are committed to working with our customers to find the best possible solution whenever an issue arises.