Refund Policy for Fanplay K-pop Goods
You can cancel all orders until they are shipped out. If your order has been paid and you need to change or cancel an order, you must contact us before we ship your package. Once the packaging and shipping process has started, it can no longer be canceled.
Your satisfaction is our #1 priority. Therefore, we would do everything in our ability to satisfy your shopping experience in our online shop.
If you did not receive the product within the guaranteed time (maximum up to 60 days excluding 1-5 day processing), you can request a refund or a reshipment.
If you’ve received items that are not as described (e.g., you ordered a 32GB MP3 Player but you received a 16GB MP3 Player), you can request a refund or a reshipment.
The fan player guarantees free international shipping and use a tracking-enabled shipping plan to ensure that your product is safely shipped to your home. But, you are not eligible for a refund if:
- You claim you did not receive your order when the shipping company’s records show that you did.
- You claim the order you received is not as described when the seller can prove it.
- The item was delivered, but you no longer want it (regardless of the reason).
- Your order did not arrive due to factors within your control (i.e., providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Fanplay (i.e., not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of Fanplay
*You can submit refund requests within 15 days after the guaranteed delivery period (60 days) has expired. You can do it by contacting us.
If you are approved for a refund, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within 14 days.
Exchanges & Returns
If you would like to exchange your product for any reason, perhaps for a different size in clothing. You must contact us first, and we will guide you through the steps. An exchange isn’t always possible under the warranty policy. If the product is not available in stock, you will get a full refund instead.
Please do not send your purchase back to us unless we authorize you to do so.