Refund & Cancellation
When it comes to hand made item/ personalize item, the production will involve a lot of complicating process which includes Design, Melting, Shaping, Engraving, Polishing and Electroplating. Therefore, a single mistake could consume a lot of time and money. In order to get both Buyer and Seller’s interest protected, we come out with a refund & cancellation policy as below:
If there is any changes to be made to your order (For example: name, color or size), we would gladly to help you change it as long as the production process has not begin. Kindly contact us immediately, best within 24 hour if you wish to do any changes to your order. We will start to process your order using the detail provided from the “order note” with 24 hour of the order created.
Once production has begin, cancellation that is made will subject to 30% restocking fee, based on item’s price. This means that we will only refund you partially, giving you back the 70% of the payment made. The reason is because the item is made to order, it can no longer resold as new. Restocking fee often includes raw material used, human cost and handling fee.
If you had ordered but didn’t provide any information such as “Name” at the “Order Note” We will hold your order until we are further notified on what to do. If you wish to cancel at this time, we will give you 100% refund since we haven’t begin the production yet.
Due to High Demand &Custom Made Item would undergo complicating production process, please allow 3-5 business days for us to produce your goods (excluding shipping time). No Cancellation can be made once the item has been shipped out.
If you received damaged goods/ faulty goods due to seller mistake, we will fully refund to you or resend a new item for you as a compensation. No need to be return. Please contact us within 7 days Business days of receiving the parcel. We will handle your return request and arrange the replacement for you within 60 days.
All Dispute Refund will be paid within 1 week from the date of cancellation.
The Policy begins from the time you make the purchase.
We Do not accept return or issue the refund if:
Your order does not meet with your expectation due to factors within your control (e.g. sending wrong product information to seller due to typo error, select wrong font, choosing wrong size and metal color)
Your order does not arrive due to factors within your control (providing wrong recipient’s name, wrong address, etc)
Your order does not arrive due to exceptional circumstances outside our control (e.g. order delayed by shipping company, delayed by a natural disaster, item not cleared by customs).
You don’t need the item anymore for personal reasons.
All the non-quality problems of customized item are not refundable (Rough Handling Delicate Item upon receive the parcel)
EXCHANGE & RETURN
At Fanery Sue, We ship worldwide and fully aware that things might gone wrong during the delivery process. We always Strive our Best to Provide Our Clients the Best Shopping Experience Online we can. We come out with the following solutions if you’re not happy with the purchase:
If you have an issue upon receiving the goods (faulty or damaged), kindly snap pictures of damaged goods and send an email to Customer Care(Support@fanerysue.com) for us to follow up with your case. Please contact us within 7 Business days of receiving the parcel, we will arrange to do the Craft a New one for you Absolutely Free within 60 days. Failing to respond or provide information required within the time period will be treated as item received in good condition.
We will not be responsible to any Mishandling/ Man- Made Accident of the item you bought.
If you did not receive your parcel after the guaranteed period of 60 days, kindly send an email to Customer Care(Support@fanerysue.com) for us to follow up with your case. At Fanery Sue, we have 100% Guarantee Receive Policy that will cover you, ensure you will receive your goods within the period of 60 days. Please contact us within 7 Business days and we will craft a new one and send it to you for FREE! If you fail to respond or provide information required within the time period, we will treat it as item has been well received. We will not be responsible for your lost item if you provide us the wrong shipping address.