Returns & Refunds Policy
At Fans12th, we want to ensure you’re fully satisfied with your purchase. Below is our clear, straightforward policy for returns, exchanges, and refunds—designed to protect both your rights and the uniqueness of customized products.
1. General Return & Exchange Eligibility
You have 10 calendar days from the date you receive your item to request a return or exchange. To qualify:
- The item must be in its original condition: unworn, unused, unwashed, and free of damage (e.g., stains, tears, or altered tags).
- All original packaging, tags, labels, and accessories (e.g., hangtags, dust bags) must be intact and included.
- You must provide a valid receipt or proof of purchase (e.g., order confirmation email, invoice).
2. How to Initiate a Return or Exchange
To start the process:
- Contact our customer support team at support@fans12th.com (replace with your actual support email if different). Include your order number, item name, and reason for the return/exchange.
- Once your request is approved, we will send you a return shipping address and step-by-step instructions.
- Ship the item back to us (see Section 6 for shipping cost details).
For questions about your return status, email us at any time—we aim to respond within 1–2 business days.
3. Personalized & Custom Products: No Returns/Exchanges/Refunds
⚠️ Important Exception for Custom ItemsPersonalized or made-to-order products (e.g., custom jerseys with names/numbers, engraved accessories, or items with unique design choices) are final sale. They cannot be returned, exchanged, or refunded for any reason, including:
- Change of mind, size errors, or incorrect personalization details (e.g., misspelled names) that were provided by you.
- Cancellations after order placement (production for custom items begins immediately to ensure timely delivery).
We cannot modify custom orders (e.g., update names, sizes, or designs) once your order is confirmed. Please double-check all details (spellings, sizes, dates, and design preferences) before completing your purchase—this helps us avoid mistakes and ensures you get exactly what you want.
4. Damaged, Defective, or Wrong Items
We take great care to package and inspect items before shipping, but if you receive a product that is:
- Damaged (e.g., torn fabric, broken parts) during shipping;
- Defective (e.g., faulty zippers, loose stitching, or manufacturing errors);
- Incorrect (e.g., the wrong size, color, or item entirely);
Please contact us immediately (within 3 days of receipt) at support@fans12th.com. To resolve the issue quickly:
- Attach clear photos/videos of the damage, defect, or wrong item (include the packaging if damage occurred during shipping).
- Provide your order number and a description of the problem.
We will assess the issue within 2 business days and offer a solution:
- A free replacement of the item (shipped at our cost);
- A full refund (processed to your original payment method within 5–7 business days);
- A store credit (if preferred).
5. Non-Returnable Items
In addition to personalized products (Section 3), the following items are non-returnable:
- Special-order items (e.g., limited-edition products made exclusively for your request);
- Items purchased using promotion codes or gift cards (these are final sale to honor the terms of the promotion).
If you’re unsure whether an item is returnable, contact us before purchasing.
6. Shipping Costs for Returns/Exchanges
- Return shipping costs: You are responsible for all costs to ship the item back to us. We do not provide pre-paid return labels.
- Exchange shipping costs: We cover the cost of shipping the replacement item to you (only for eligible, non-custom items).
- Lost/delayed returns: We are not liable for items lost or delayed during return shipping. We recommend using a trackable shipping service and keeping the tracking number for your records.
7. Late or Ineligible Requests
- If more than 10 days have passed since you received your item, we cannot accept your return or exchange request.
- If the item is returned in non-original condition (e.g., worn, missing tags, or damaged), we may reject the return and send the item back to you (at your cost).
- If more than 15 days have passed since your return/exchange was approved and we haven’t received the item, contact us immediately to avoid delays.
Need Further Help?
If you have questions about this policy or need assistance with a return, email our team at support@fans12th.com. We’re here to help make the process as smooth as possible.
