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Return & Refund Policy
At FanCollex, customer satisfaction is important to us. If you need to return an item, please read the following policy carefully before submitting a return request.
14-Day Return Policy
You have 14 days from the date of delivery to request a return.
To be eligible for a return, the item must:
- Be unused and in the same condition in which it was received.
- Be returned in its original packaging, including all protective materials, accessories, inserts, and documentation.
- Show no signs of use, damage, or handling beyond what is necessary to inspect the product.
- Be accompanied by proof of purchase.
To request a return, please contact returns@fancollex.com before sending your item.
Returns sent without prior authorization may be refused.
Return Address
FanCollex
Azinhaga da Torre do Fato 107
1600-774 Lisbon
Portugal
Collectible Products
Many FanCollex products are collectible items.
For this reason, products that have been opened, removed from their original sealed packaging, or damaged by the customer may no longer be eligible for a refund, as their collectible value may be permanently affected.
This does not affect your statutory rights where applicable.
Damaged, Defective or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive:
- a damaged item;
- a defective product;
- an incorrect item; or
- an item with missing parts,
please contact us within 48 hours of delivery, including photographs of:
- the product;
- the packaging;
- the shipping box; and
- the shipping label.
This allows us to investigate the issue with our warehouse and shipping partners as quickly as possible.
Where the issue is confirmed to be our responsibility, we will replace the item or issue an appropriate refund at no additional cost.
Pre-Order Items
Products sold as Pre-Orders clearly display their estimated dispatch timeframe on the product page.
The standard 14-day return period begins only after the customer receives the product, not from the purchase date.
Pre-orders cannot be refunded solely because the published estimated dispatch date has not yet arrived.
For additional information, please refer to our Pre-Order and Order Cancellation Policy.
Non-Returnable Items
The following items cannot be returned unless they are faulty or required by applicable law:
- Opened collectible products where the original sealed packaging has been broken.
- Personalized or custom-made products.
- Gift cards.
- Clearance or final sale items.
- Products specifically marked as non-returnable.
Exchanges
We do not offer direct exchanges.
If you would like a different product, please return the eligible item for a refund (where applicable) and place a new order.
Return Shipping Costs
Unless the return is due to our error (wrong item, damaged product or manufacturing defect), the customer is responsible for:
- return shipping costs;
- any customs duties or import charges;
- shipping insurance (recommended).
We strongly recommend using a tracked shipping service, as FanCollex cannot be responsible for returns lost during transit.
Refused Deliveries & Unclaimed Parcels
If an order is:
- refused by the customer;
- not collected from the carrier;
- returned due to an incorrect or incomplete delivery address provided by the customer; or
- returned because customs duties or taxes were not paid,
any refund issued may be reduced by:
- the original shipping costs;
- return shipping costs;
- customs charges;
- payment processing fees (where applicable); and
- any other direct costs incurred in returning the parcel.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank, PayPal or card issuer may require additional processing time before the funds appear in your account.
Shipping charges are non-refundable unless the return results from our error or is otherwise required by applicable law.
Payment Disputes
If you experience any issue with your order, we kindly ask that you contact us before opening a payment dispute with PayPal, your credit card provider, or another payment processor.
Where a dispute is opened after an order has been dispatched, FanCollex reserves the right to submit all relevant documentation, including order confirmations, product descriptions, tracking information, delivery confirmation, customer communications and acceptance of our Terms & Policies during checkout.
For any questions regarding returns or refunds, please contact us at returns@fancollex.com.
