fankitzy Customer Information
Return and Refund Policy
Eligibility rules, step-by-step instructions, inspection standards, refund timing, and support for order problems.
Overview
This policy explains the general process for returning eligible products, obtaining refunds, requesting exchanges, and reporting order problems. It applies to purchases made through fankitzy and should be read with any product-specific information shown at checkout. Mandatory consumer rights remain available where they apply.
Return Period
Unless a longer period is stated for a product or required by law, customers should initiate an eligible return within 30 calendar days after delivery. A request submitted within the period does not extend the time indefinitely; the item must also be sent back promptly after return instructions are provided. Proof of delivery may be used to determine the start of the return period.
Return Eligibility
Eligible items must generally be unused, unworn except for a reasonable fit check, unwashed, unaltered, and returned with original tags, accessories, and packaging where supplied. Products must be free from stains, odors, pet hair, laundering, damage, or other signs of use beyond ordinary inspection. We may refuse a return or reduce the refund where legally permitted if the item’s condition has been diminished by unnecessary handling.
Return Process
Contact customer service through /about-us and provide the order number, item, size, return reason, and supporting photographs when relevant. Wait for instructions before shipping because the correct return destination may differ from the dispatch address. Pack the item securely, include any requested return reference, use a trackable service, and retain proof of postage until the case is closed.
Inspection of Returned Items
Returned products are inspected to confirm identity, quantity, condition, and compliance with the return instructions. The inspection may also assess missing tags, hygiene concerns, damage, laundering, wear, or substitution. If a return cannot be accepted, customer service will explain the reason and any available next step, including return of the item where feasible and permitted.
Refund Process
Once a return is approved, the refundable amount is calculated based on the product price, applicable discounts, and any shipping adjustment required by law or policy. Refunds are normally issued to the original payment method and cannot ordinarily be redirected to another card or person. We may withhold the refund until the goods are received or reliable evidence of return is provided, where allowed by law.
Refund Processing Time
Inspection and internal refund processing are generally completed within five to ten business days after the return is received. The card issuer or payment provider may then require additional business days to display the credit. Peak periods, incomplete return information, payment disputes, or bank processing can extend the overall time.
Exchanges
Where stock and operational processes allow, customer service may offer a size or product exchange. In many cases, the faster and clearer process is to return the eligible item for a refund and place a new order for the preferred size or product. Exchange availability is not guaranteed, and replacement items cannot be reserved indefinitely while a return is in transit.
Non-Returnable Items
Items may be non-returnable when they are personalized, custom-made, clearly marked final sale where lawful, or sealed for hygiene protection and unsealed after delivery. Worn, washed, altered, damaged, contaminated, or incomplete items are also generally ineligible unless the condition results from a verified defect. Any statutory right that applies despite these categories remains unaffected.
Damaged, Incorrect, or Missing Items
Report damage, an incorrect item, or a missing item as soon as reasonably possible after delivery and before washing, wearing, altering, or discarding packaging. Provide photographs of the parcel, shipping label, contents, and issue so we can assess fulfillment records and, where appropriate, open a carrier inquiry. Depending on the confirmed circumstances, the remedy may be replacement, missing-item shipment, partial refund, full refund, or another lawful solution.
Return Shipping Costs
Customers generally bear return shipping costs for preference-based returns, including size changes, unless applicable law or a specific offer states otherwise. If we confirm that the item was damaged, defective, or incorrectly supplied, we may provide a prepaid method or reimburse reasonable standard return costs after documentation. Unapproved premium services, collect-on-delivery parcels, or avoidable customs charges may not be reimbursed.
Order Cancellations
Cancellation requests should be submitted immediately through the Contact Page. We will attempt to stop the order before fulfillment, but cancellation cannot be guaranteed after processing, customization, packing, or dispatch begins. If cancellation is no longer possible, the customer may use the return process after delivery, subject to eligibility.
Chargebacks and Payment Disputes
Customers should contact us before initiating a payment dispute so that delivery, return, or refund records can be reviewed. A chargeback does not replace the return of goods when return is required, and duplicate recovery is not permitted. We may provide transaction and delivery evidence to the payment provider in response to a dispute.
Contact
Return, exchange, cancellation, and refund requests should be submitted through the Contact Page. Include the order number, item details, reason, and relevant images, but do not send complete card information. Postal correspondence may be directed to Yi Yi Sports Limited at Unit 11, 13/F, Block C, Wong King Industrial Building, 192–198 Choi Hung Road, San Po Kong, Hong Kong, Postal Code 999077; do not send a product to that address unless customer service confirms it as the correct return destination.