Refund policy

Thank you for shopping with fanormw.shop.

We want you to be satisfied with your purchase. This Return and Refund Policy explains how to request an order cancellation, return, exchange, or refund for products purchased through fanormw.shop.

This policy operates in addition to your statutory rights under applicable UK consumer law. Nothing in this policy excludes, restricts, or replaces any rights that cannot legally be excluded.

1. Thirty-Day Return Period

fanormw.shop offers a voluntary 30-day return period for eligible products.

You must contact us within 30 calendar days after the date your order is delivered to request a return.

To qualify for a return under our voluntary return policy, the product must generally be:

• Unused, unworn, and unwashed

• In its original condition

• Free from stains, odours, damage, alterations, or signs of use

• Returned with all original tags, labels, accessories, manuals, and packaging

• Accompanied by valid proof of purchase

• Returned in accordance with the instructions provided by our customer service team

You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics, and functionality.

Handling a product beyond what would reasonably be permitted in a physical shop may result in a deduction from the refund to reflect any reduction in value.

2. How to Request a Return

Before returning any product, contact:

Email: info@fanormw.shop

Your return request should include:

• Your full name

• Your order number

• The email address used during checkout

• The product you wish to return

• The reason for the return

• Relevant photographs where the product is damaged, faulty, incorrect, incomplete, or otherwise affected by an issue

After reviewing your request, we will provide the appropriate return instructions and return destination.

Do not return a product without first contacting us.

The address displayed on the original parcel may belong to a carrier, supplier, or fulfilment facility that is unable to process customer returns. Products sent without authorisation or to an incorrect address may be delayed, rejected, lost, or returned to the sender.

3. Return Authorisation

Receiving return instructions does not automatically guarantee that a refund will be approved.

All returned products are inspected after receipt. Refund approval depends on:

• The reason for the return

• The condition of the product

• Whether the request was made within the applicable period

• Whether the product is eligible for return

• Whether the correct return procedure was followed

• Any statutory rights applicable to the transaction

We will notify you by email after the returned product has been inspected.

4. UK Right to Cancel Online Orders

Consumers purchasing eligible products online generally have the right to cancel an order without giving a reason.

The statutory cancellation period normally ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the products.

To exercise your right to cancel, you must send a clear statement of cancellation to:

info@fanormw.shop

Your cancellation notice must be sent before the statutory cancellation period expires.

After notifying us of your cancellation, you must return the products without undue delay and no later than 14 days after the day on which you informed us of your decision to cancel.

Our voluntary 30-day return period provides eligible customers with additional time to request a return. It does not reduce or replace the statutory cancellation period.

5. Cancelling an Order Before Dispatch

To request cancellation before an order is dispatched, contact info@fanormw.shop immediately.

Include your full name, order number, and the email address used during checkout.

We will make reasonable efforts to cancel the order before fulfilment or dispatch. However, cancellation cannot be guaranteed once processing has started.

If an order has already been dispatched, you may need to receive the parcel and return the products in accordance with this policy.

6. Change-of-Mind Returns

Eligible products may be returned within 30 days where you:

• Change your mind

• Select an unsuitable size, colour, or style

• Order the wrong product

• Decide that the product is no longer required

• Make an accidental purchase

For a change-of-mind return under our voluntary policy:

• You are normally responsible for return shipping costs

• The product must satisfy the return-condition requirements

• Original delivery charges are not normally refundable unless required by law

• Any premium delivery surcharge is not normally refundable

• The return must be sent using the instructions provided by us

This section does not affect statutory cancellation rights.

7. Return Shipping Costs

For change-of-mind returns, the customer is responsible for the direct cost of returning the product.

fanormw.shop will cover or reimburse reasonable return shipping costs where the product is confirmed to be:

• Faulty

• Damaged upon delivery

• Incorrect

• Incomplete

• Materially different from its description

• Otherwise subject to a legal right requiring us to cover the return cost

We recommend using a tracked and appropriately insured return service.

You must retain proof of postage and tracking information until the return and refund process has been completed.

We are not responsible for a return parcel that is lost, damaged, or sent to an incorrect address because the customer did not follow the authorised return instructions.

8. Products That Cannot Normally Be Returned

Unless a product is faulty, damaged, incorrect, misdescribed, or otherwise covered by statutory rights, returns may not be accepted for:

• Products made to your specifications

• Personalised or customised products

• Products that deteriorate or expire rapidly

• Perishable products

• Sealed products that are not suitable for return for health protection or hygiene reasons after the seal has been broken

• Sealed audio, video, or software products after unsealing

• Digital content after downloading or accessing it where you agreed that supply could begin and acknowledged the loss of your cancellation right

• Gift cards that have been used or redeemed

• Products damaged through misuse, neglect, accidental damage, improper storage, or failure to follow care instructions

• Products showing substantial wear or use

• Products missing essential components or accessories

• Products returned outside the applicable return period without a continuing legal right

Any exclusion will only be applied where permitted by applicable law.

9. Clothing and Wearable Products

Clothing and wearable products must be returned:

• Unworn, except for reasonable fitting

• Unwashed

• Unaltered

• Free from perfume, deodorant, makeup, pet hair, smoke, stains, and other odours or marks

• With all original tags attached

• With any protective packaging intact where reasonably possible

Products showing signs of extended wear or use may be rejected or may be subject to a reasonable reduction in the refund.

For hygiene reasons, certain sealed intimate, body-contact, or personal-care products may not be returnable after their protective seal has been removed, except where the product is faulty or another statutory right applies.

10. Faulty, Damaged, or Misdescribed Products

Please inspect your order promptly after delivery.

Contact info@fanormw.shop if a product:

• Arrives damaged

• Is faulty

• Is not of satisfactory quality

• Is not fit for its normal purpose

• Is not fit for a particular purpose agreed before purchase

• Does not match its description

• Is different from the product ordered

• Is missing parts, accessories, or components

Your message should include:

• Your order number

• A clear explanation of the problem

• Photographs or video showing the issue

• Photographs of the outer packaging

• A photograph of the shipping label

• Photographs of all products received

Keep the product, packaging, labels, and all contents until the matter has been resolved.

Depending on the circumstances and applicable law, you may be entitled to reject the product, request a repair or replacement, receive a price reduction, or receive a refund.

11. Thirty-Day Right to Reject Faulty Goods

Where a product does not meet applicable legal requirements, consumers may have a short-term right to reject it within 30 days and request a refund.

This statutory right is separate from our voluntary 30-day change-of-mind return policy.

Where the short-term right to reject applies, we will provide the appropriate remedy and cover reasonable return costs as required by law.

After the statutory 30-day period, you may still have the right to request a repair or replacement and, in appropriate circumstances, a price reduction or refund.

12. Incorrect or Missing Products

If you receive an incorrect product or an item is missing from your order, contact info@fanormw.shop as soon as reasonably possible.

Include:

• Your order number

• A description of the product received

• A description of the product expected

• Photographs of all products in the parcel

• Photographs of the packaging

• A photograph of the shipping label

We will review the order and arrange an appropriate remedy.

Do not return an incorrect product until you receive return instructions from us.

13. Sale and Promotional Products

Sale, discounted, and promotional products may be returned if they otherwise satisfy this policy.

A reduced price does not remove statutory rights relating to faulty, damaged, incorrect, or misdescribed products.

Where an order received a multi-buy discount, free product, bundle discount, or threshold-based promotion, the refund may be recalculated according to the products retained and the original promotion terms.

Any promotional product that must be returned as part of the transaction should be included with the return.

14. Exchanges

To request an exchange, contact info@fanormw.shop within 30 days after delivery.

Exchanges are subject to:

• Product eligibility

• Product availability

• Inspection of the original product

• Any price difference

• Compliance with the return conditions

We cannot guarantee that a requested size, colour, style, or replacement product will remain available.

Where a direct exchange is unavailable, you may be asked to return the original product for a refund and place a new order separately.

If the replacement product costs more, the price difference must be paid before dispatch. If it costs less, the eligible difference will be refunded to the original payment method.

15. Return Inspection

After receiving a returned product, we will inspect it to confirm:

• Its identity

• Its condition

• Whether it was returned within the applicable period

• Whether all components and accessories are included

• Whether it meets the return eligibility requirements

• Whether the reported fault or damage can be confirmed

We will notify you by email whether the return has been approved, partially approved, or rejected.

16. Deductions for Reduced Value

Where permitted by law, we may reduce a refund if the value of the product has decreased because of handling beyond what was reasonably necessary to inspect it.

A deduction may be made where a product:

• Has been worn or used beyond reasonable inspection

• Has been washed

• Has been altered

• Contains stains, odours, damage, or marks

• Is missing packaging, tags, parts, or accessories

• Has been damaged after delivery

• Cannot reasonably be resold because of the customer’s handling

Any deduction will be reasonable and proportionate to the reduction in value.

No deduction will be made merely because the product was removed from ordinary packaging where removal was reasonably necessary to inspect it.

17. Refund Method

Approved refunds will be issued to the original payment method used to place the order.

Refunds will not normally be sent to:

• A different payment card

• A different bank account

• Another person

• An unrelated digital wallet

• Cash

• Store credit without your agreement

Where the original payment method is no longer available, contact info@fanormw.shop. We will review the available lawful refund options and may request reasonable information to verify the payment and customer identity.

18. Refund Amount

An approved refund may include:

• The purchase price of the eligible returned product

• Applicable taxes charged on that product

• Standard outbound delivery costs where reimbursement is required by law

Where you exercised a statutory cancellation right, we will refund the cost of the least expensive standard delivery method offered for the order where legally required.

If you selected premium, express, or enhanced delivery, the additional amount above the standard delivery cost will not normally be refunded.

Where standard shipping was free, there is no standard outbound shipping charge to reimburse.

Change-of-mind returns made solely under our voluntary 30-day policy do not normally include reimbursement of original delivery-related surcharges unless required by law.

19. Refund Processing Time

After approving a return, we will issue the refund without undue delay.

For valid statutory cancellations, refunds will normally be issued no later than 14 days after:

• We receive the returned products; or

• You provide satisfactory evidence that the products have been returned,

whichever occurs first.

We may withhold the refund until we receive the products or evidence of return, except where collection is being arranged by us or applicable law provides otherwise.

After we issue a refund, your bank, card issuer, or payment provider may require additional time to display it in your account. This additional processing time is controlled by the payment provider.

20. Late or Missing Refunds

If we have confirmed that a refund was issued but you have not received it:

1. Check the original payment account.

2. Review any pending or reversed transactions.

3. Contact your bank, card issuer, or payment provider.

4. Allow the normal processing period advised by your provider.

5. Contact info@fanormw.shop if the refund still cannot be located.

Include your order number and refund confirmation when contacting us.

21. Refused, Unclaimed, and Undeliverable Parcels

If a parcel is refused, unclaimed, not collected, or returned because the customer provided an incorrect or incomplete address, we will review the order after the parcel has been returned and identified.

Where permitted by law, a refund may be reduced by reasonable costs resulting from:

• Return shipping

• Failed delivery

• Address correction

• Redelivery

• Handling caused by customer-supplied information

This section does not apply where delivery failed because of an error by fanormw.shop or the carrier.

22. Orders Marked as Delivered

If tracking states that an order was delivered but you cannot locate it, please:

• Confirm the delivery address

• Check entrances and safe locations

• Ask members of your household

• Check with building staff or reception

• Check with nearby neighbours

• Review any delivery photograph

• Contact the carrier

If the parcel remains missing, contact info@fanormw.shop promptly.

We may request the carrier to investigate and may review tracking records, delivery coordinates, photographs, signatures, and other delivery evidence.

A delivered tracking status does not prevent investigation of a genuine delivery issue.

23. Return Fraud and Policy Abuse

We reserve the right to investigate returns involving reasonable evidence of:

• Product substitution

• False damage claims

• False non-delivery claims

• Altered products

• Counterfeit returns

• Deliberate damage

• Repeated misuse of the return process

• Improper chargebacks

• Refund abuse

• Fraudulent payment activity

We may refuse a voluntary return where there is reasonable evidence of fraud or policy abuse.

This does not affect genuine statutory claims relating to faulty, damaged, incorrect, or misdescribed products.

24. Chargebacks and Payment Disputes

Before opening a payment dispute or chargeback, please contact info@fanormw.shop so that we have an opportunity to investigate and resolve the issue.

Opening a chargeback does not automatically create an entitlement to both a payment reversal and a separate refund.

We may provide relevant order, delivery, communication, return, and refund records to the payment provider when responding to a dispute.

Nothing in this section prevents you from exercising a lawful right through your payment provider.

25. Returning Gifts

Refunds for products purchased as gifts will normally be issued to the original payment method used by the purchaser.

We cannot normally issue a monetary refund directly to the gift recipient unless legally permitted and expressly agreed.

A gift recipient may contact info@fanormw.shop to discuss available exchange options, subject to product eligibility and availability.

26. Proof of Purchase

We may require reasonable proof of purchase before processing a return or refund.

Acceptable proof may include:

• Order confirmation

• Order number

• Dispatch confirmation

• Payment confirmation

• The email address used during checkout

• Other transaction information sufficient to identify the purchase

We may be unable to process a return where the order cannot reasonably be identified.

27. Statutory Rights

Nothing in this policy excludes, restricts, or replaces any mandatory consumer rights available under UK law.

These rights may apply where products are:

• Faulty

• Damaged

• Unsafe

• Not of satisfactory quality

• Not fit for purpose

• Not as described

• Delivered incorrectly

• Delivered late or not delivered

Where this policy conflicts with a mandatory consumer right, the mandatory right will take priority.

28. Changes to This Policy

We may update this Return and Refund Policy to reflect changes in:

• Our products or services

• Return procedures

• Shopify functions

• Payment services

• Delivery arrangements

• Legal or regulatory requirements

• Business operations

The policy applying to a purchase is generally the version displayed when the order was placed, subject to any mandatory rights that apply.

Updated versions will be published on this page with a revised “Last updated” date.

29. Contact Us

For return, exchange, cancellation, refund, damaged-product, or order-related enquiries, contact:

Store: fanormw.shop
Email: info@fanormw.shop

Please include your full name, order number, and the email address used during checkout.