Refund Policy

General Policy

Fanboxes operates a structured refund policy in accordance with applicable consumer protection laws. Due to the nature of the platform, including digital credit usage and product allocation systems, not all transactions are eligible for cancellation or refund.

2. Platform Credit

Fanboxes operates using a site credit system. Users must first purchase platform credit, which is then used to obtain products.

By purchasing site credit, you acknowledge and agree that:

• The service is considered fully performed at the moment the credit is applied to your account
• Site credit cannot be withdrawn, exchanged for cash, or transferred to third parties
• All purchases of site credit are final and non-refundable.

Unused credit will remain in your account and may be used for future purchases but cannot be redeemed for cash or refunded.

3. Box Purchases (Unboxing Mechanism)

Products obtained through the Fanboxes unboxing process are considered opened and fulfilled goods immediately upon completion.

By initiating an unboxing, you acknowledge and agree that:

• Site credit is consumed instantly
• A specific product is allocated to your account in real time
• The transaction is final and irreversible

Unboxed items are non-refundable and non-cancellable once the unboxing process has been completed.

This applies regardless of:

• Change of mind
• Personal preference
• Perceived value of the item received

4. Exceptions (Unboxed Items)

Refunds or replacements for unboxed items are only available where:

• The item is not delivered, or
• The item arrives damaged, defective, or materially incorrect

In such cases:

• Users must provide supporting evidence (e.g. photos)
• Fanboxes may offer a replacement, repair, or refund at its discretion

5. Direct Purchases (Non-Unboxing Products)

Products purchased directly (without using the unboxing mechanism) may be eligible for return and refund subject to the following conditions:

• Return request is made within 7 days of delivery
• Item is unused, unopened, and in original packaging
• Item is not excluded under Section 6

Customers must contact Fanboxes support prior to returning any item. Unauthorised returns may not be accepted.

6. Non-Returnable Items

The following items are not eligible for return or refund unless faulty:

• Unboxed items
• Opened or used products
• Personalised or custom items
• Limited edition or promotional merchandise

7. Damaged, Faulty, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

• You must notify Fanboxes within 48 hours of delivery
• Supporting evidence must be provided

Upon verification, Fanboxes will:

• Replace the item, or
• Issue a refund where replacement is not possible

8. Order Cancellations

8.1 Site Credit Purchases

All purchases of site credit are final and cannot be cancelled or refunded.

8.2 Before Unboxing

Users may choose not to use their site credit; however:

• Credit remains in the account
• Credit cannot be cancelled, refunded, or converted back to the original payment method

8.3 After Unboxing

Once site credit is used to initiate an unboxing:

• The transaction is immediate and irreversible
• A product is allocated instantly
• Cancellations are not permitted after unboxing has been initiated.

8.4 After Dispatch / Fulfilment

Once an item has been:

• Dispatched, or
• Submitted for fulfilment (including third-party or influencer fulfilment)

the order cannot be cancelled. Any post-delivery issues are handled under this Refund Policy.

9. Refund Processing

Approved refunds will:

• Be issued to the original payment method only
• Be processed within a reasonable timeframe depending on the payment provider

Shipping fees are non-refundable unless:

• The item is faulty, damaged, or incorrect
• An error has occurred on our part

10. Chargebacks and Disputes

Users agree to contact Fanboxes support before initiating any chargeback or payment dispute.

Fraudulent or abusive behaviour, including:

• False non-delivery claims
• Attempting to reverse valid transactions
• Exploiting platform systems

may result in:

• Immediate account suspension
• Forfeiture of any remaining balances
• Permanent restriction from the platform

11. Policy Updates

Fanboxes reserves the right to update or modify this Refund Policy at any time to reflect legal, regulatory, or operational changes. Continued use of the platform constitutes acceptance of any updated policy.