Refund policy

 

 

Thank you for shopping with fanorm.shop.

This Return and Refund Policy explains your rights and our procedures regarding order cancellations, returns, exchanges, replacements, and refunds for products purchased through fanorm.shop.

This policy applies to online purchases made directly through our website and should be read together with our Terms of Service and Shipping Policy.

Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot lawfully be excluded under applicable United Kingdom consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Contact Information

For questions about cancellations, returns, refunds, exchanges, damaged products, or incorrect orders, please contact us:

Store Name: fanorm.shop
Email: info@fanorm.shop
Phone: +44 7849 112843
Business Address: Brambles, Wellborne Road, Mattishall, Dereham, NR20 3LJ, United Kingdom

When contacting us about an existing order, please include your full name, order number, and the email address used during checkout.

2. Your Legal Rights

Products sold by fanorm.shop must be:

• Of satisfactory quality;
• Fit for their normal purpose;
• Fit for any specific purpose made known to us before purchase;
• As described;
• Consistent with any sample or model shown; and
• Supplied with reasonable care and skill where relevant.

Your statutory rights apply separately from your right to cancel an online order because you have changed your mind.

A product marked as discounted, clearance, promotional, or final sale remains protected by applicable consumer law.

3. Right to Cancel an Online Order

For most products purchased online, you may cancel your order without giving a reason within 14 days.

The cancellation period begins:

• On the day after you, or a person nominated by you, receives the goods;
• On the day after the final product is received where one order contains multiple products delivered separately; or
• On the day after the final lot or piece is received where a product is delivered in separate parts.

You must notify us of your decision to cancel before the 14-day cancellation period expires.

4. How to Exercise Your Right to Cancel

To cancel an order, send a clear cancellation request to:

info@fanorm.shop

Your cancellation request should include:

• Your full name;
• Your order number;
• The product or products you wish to cancel;
• The email address used to place the order; and
• The date the products were received, where applicable.

You do not need to provide a reason for exercising your statutory cancellation right.

A return request form is not required. Any clear statement confirming your decision to cancel is sufficient.

We will acknowledge your cancellation request and provide the appropriate return address and return instructions.

5. Cancelling Before Dispatch

Contact us as soon as possible if you wish to cancel an order before dispatch.

We will make reasonable efforts to stop the order before it is processed or transferred to the delivery carrier.

If the order is successfully cancelled before dispatch, we will refund all payments received for the cancelled order.

If the order has already been dispatched, you may still exercise your cancellation rights by following the return procedure in this policy.

6. Returning Products After Cancellation

After notifying us that you wish to cancel, you must send the products back within 14 days of the date on which you informed us of the cancellation.

Please contact us before sending the return so that we can provide the correct return address and instructions.

Our business correspondence address is:

fanorm.shop
Brambles, Wellborne Road
Mattishall, Dereham
NR20 3LJ
United Kingdom

The authorised return location may differ from the business address above.

Please do not send a return to the business address unless our customer service team has confirmed in writing that it is the correct return location.

7. Condition of Returned Products

You may inspect a product in the same way that you would reasonably inspect it in a physical shop.

For clothing and fashion products, this generally means that you may carefully try on the product to assess its appearance, size, and fit.

When returning a product, please ensure that it is:

• Kept clean and in reasonable condition;
• Free from unnecessary damage;
• Not washed or altered;
• Free from makeup, deodorant, perfume, smoke, pet hair, or other contamination;
• Returned with supplied accessories and components;
• Returned with original labels and tags where reasonably possible; and
• Packaged securely to prevent damage during transport.

The absence of original packaging or tags does not automatically remove your statutory rights.

However, where handling goes beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the product, we may make a lawful deduction for any resulting reduction in value.

8. Excessive Handling and Diminished Value

You are responsible for any reduction in the value of a returned product caused by handling beyond what would reasonably be permitted in a physical shop.

Examples may include:

• Wearing clothing for an extended period;
• Washing the product;
• Removing or damaging hygiene protection;
• Altering the product;
• Causing stains, odours, marks, or other damage;
• Removing labels in a way that affects resale value; or
• Using the product beyond what is necessary to assess its fit or characteristics.

Any deduction will be reasonable and based on the actual reduction in value.

No deduction will be made merely because you opened the delivery packaging or reasonably inspected the product.

9. Exceptions to the Right to Cancel

The statutory right to cancel may not apply to certain products, including:

• Products made to your specifications;
• Clearly personalised or customised 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;
• Products that are liable to deteriorate or expire rapidly; and
• Products inseparably mixed with other items after delivery.

For clothing and fashion products, hygiene-related exclusions may apply to items such as sealed underwear, intimate apparel, swimwear with a hygiene seal, pierced jewellery, or similar products where the protective seal has been removed.

These exceptions do not remove your rights where a product is faulty, unsafe, incorrectly supplied, or not as described.

10. Change-of-Mind Return Shipping Costs

Unless otherwise stated before purchase, customers are responsible for the direct cost of returning products when exercising the statutory cancellation right because they have changed their mind.

We recommend using a reliable and trackable delivery service.

Please retain:

• Your postage receipt;
• Your return tracking number; and
• Evidence showing the date the return was sent.

fanorm.shop is not responsible for choosing the customer’s return carrier.

This section does not apply where the return is required because the product is faulty, damaged before delivery, incorrect, or not as described.

11. Refunds for Cancelled Orders

When you validly cancel an eligible online order, we will refund:

• The price paid for the returned products; and
• The cost of the least expensive standard delivery method offered for the order.

If you selected an enhanced, express, priority, or other premium delivery service, we are not required to refund the additional amount above the cost of our standard delivery option.

Where only part of an order is returned, the original delivery charge may not be refundable if the delivery charge would have been the same for the products retained.

12. Refund Timing for Cancelled Orders

We will issue the refund without undue delay and 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 the products are received or until reasonable evidence of return is provided.

If an order is cancelled before the products are dispatched, the refund will normally be processed within 14 days after we receive the cancellation notice.

13. Refund Method

Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree to another method.

You will not be charged an additional fee solely for receiving an approved refund.

We generally cannot issue a refund to:

• A different payment card;
• A different bank account;
• Another customer;
• A third-party account; or
• A payment method unrelated to the original order.

Where the original payment method is no longer available, please contact us so that an appropriate alternative can be considered.

14. Bank and Payment Processing Times

After fanorm.shop issues a refund, your bank, card issuer, or payment provider may require additional time to make the funds available.

Depending on the payment provider, this may take approximately 5–10 business days.

This banking period is separate from the period in which fanorm.shop processes and issues the refund.

15. Faulty or Defective Products

Please contact us if a product:

• Is faulty or defective;
• Is not of satisfactory quality;
• Is unsafe;
• Does not perform as reasonably expected;
• Is not fit for its normal purpose;
• Is not fit for a specific purpose made known to us;
• Does not match its description;
• Is materially different from the product ordered; or
• Develops a fault within a period in which it could reasonably be expected to remain functional.

Please provide:

• Your full name;
• Your order number;
• A description of the fault;
• The date the problem was identified;
• Photographs or videos showing the problem; and
• Any other relevant supporting information.

Photographs and videos may help us assess the issue, but we will not impose unreasonable evidence requirements.

16. Short-Term Right to Reject Faulty Goods

Where a product does not conform to the applicable legal requirements, you may have a short-term right to reject it within 30 days.

The 30-day period generally begins when:

• Ownership of the product has transferred;
• The product has been delivered; and
• Any required installation or other necessary action has been completed.

Where the short-term right to reject applies, you may request a refund.

The refund will be provided without undue delay and normally within 14 days after we agree that you are entitled to it.

17. Repair or Replacement

After the initial 30-day short-term rejection period, you may generally be entitled to request:

• A repair; or
• A replacement.

The selected remedy must be possible and must not impose a disproportionate cost compared with the alternative remedy.

A repair or replacement must be provided:

• Within a reasonable period;
• Without significant inconvenience to you; and
• Without charge where required by law.

18. Final Right to Reject or Price Reduction

You may be entitled to a price reduction or a final right to reject the product where:

• A repair or replacement is impossible;
• A repair or replacement has not been completed within a reasonable period;
• A repair or replacement would cause significant inconvenience;
• A repair or replacement has failed; or
• Applicable law otherwise permits the remedy.

Any refund or price reduction will be calculated in accordance with applicable consumer law.

19. Products Faulty Within Six Months

Where a fault becomes apparent within six months of delivery, the product may be treated as having failed to conform at the time of delivery unless:

• We can establish otherwise; or
• That assumption would be inconsistent with the nature of the product or fault.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction, or final rejection.

20. Products Faulty After Six Months

Consumer rights may continue after six months.

However, you may be asked to provide reasonable evidence that the problem resulted from an issue that existed at the time of delivery rather than:

• Normal wear and tear;
• Accidental damage;
• Misuse;
• Incorrect washing or care;
• Unauthorised alteration; or
• Failure to follow clear care instructions.

Your rights depend on the product, its expected lifespan, the nature of the fault, and the circumstances of the purchase.

21. Damaged Products

If a product arrives damaged, contact us as soon as reasonably possible.

Please provide:

• Your order number;
• Photographs of the damaged product;
• Photographs of the outer and internal packaging;
• A photograph of the delivery label; and
• A description of the damage.

Please keep the product and packaging until we have reviewed the issue and provided instructions.

Where the product was damaged before delivery, we will provide an appropriate remedy in accordance with applicable law.

22. Incorrect Products

Contact us promptly if you receive:

• A product you did not order;
• The wrong size or colour;
• An incorrect quantity;
• A product with an incorrect label; or
• A product materially different from your order confirmation.

Please provide photographs of:

• The product received;
• The product label;
• The packaging; and
• The delivery label.

After confirming the fulfilment error, we will arrange an appropriate replacement or refund.

We will cover reasonable return costs for an incorrectly supplied product.

23. Missing Products

An order may be divided into multiple parcels and delivered on different dates.

Before reporting a missing product, please:

• Review the dispatch confirmation;
• Check whether multiple tracking numbers were provided;
• Review the packing information;
• Check the complete packaging; and
• Allow separately dispatched parcels to arrive within the estimated delivery period.

If a product remains missing, contact us with your order number and details of the products received.

We will investigate and provide an appropriate replacement or refund.

24. Incorrect Size or Fit

Where the product supplied is the size ordered and matches the measurements published on the product page, a return based solely on fit will normally be handled under the statutory cancellation procedure.

A size-related issue may be treated as a faulty or misdescribed product where:

• The wrong size was supplied;
• The product was incorrectly labelled;
• The measurements materially differ from the published size guide; or
• The product otherwise does not match its description.

Customers should review the product-specific size guide before ordering because sizing may vary between products and manufacturers.

25. Colour and Appearance

Product colours may appear slightly different because of:

• Screen settings;
• Display technology;
• Photography;
• Lighting conditions;
• Fabric batches; or
• Minor manufacturing variations.

A minor difference that does not materially alter the product may not constitute a fault.

This does not affect your rights where the product is materially different from its description, images, sample, or representation.

26. Return Costs for Faulty or Incorrect Products

Where a product is faulty, damaged before delivery, incorrect, or not as described, fanorm.shop will cover reasonable return costs where required by law.

Please contact us before paying for return postage.

We may:

• Provide a prepaid return label;
• Arrange collection;
• Provide another approved return method; or
• Reimburse reasonable return postage after receiving a valid receipt.

We are not responsible for unnecessarily expensive return services selected without prior agreement where a reasonable alternative was available.

27. Proof of Purchase

We may request reasonable evidence that the product was purchased from fanorm.shop.

Acceptable evidence may include:

• An order confirmation;
• An order number;
• A payment receipt;
• A bank or card statement;
• The email address used for the order; or
• Other reasonable evidence of purchase.

The absence of a paper receipt does not automatically prevent a valid consumer claim where the purchase can be established through other evidence.

28. Packaging a Return

Please package returned products carefully to prevent damage during transport.

Where reasonably possible:

• Use suitable protective packaging;
• Include all supplied accessories;
• Remove or cover old delivery labels;
• Include the return reference provided by us; and
• Retain proof of postage.

You are responsible for damage caused by inadequate packaging where the damage occurs after the product has been placed under your control.

This does not affect responsibility for faults or damage that existed before delivery.

29. Exchanges

Exchanges may be available for eligible products where stock is available.

For a change-of-mind size or colour exchange, we may ask you to:

1. Return the original product for a refund; and
2. Place a new order for the preferred product.

This procedure helps avoid delays and prevents the requested replacement from becoming unavailable.

Where an exchange is required because we supplied a faulty or incorrect product, reasonable associated costs will be covered by fanorm.shop where required by law.

30. Sale and Final-Sale Products

Discounted, sale, clearance, and promotional products remain protected by UK consumer law.

A product clearly marked as final sale may be excluded from any additional voluntary return offer, but it may still be returned where:

• It is faulty;
• It is unsafe;
• It is not of satisfactory quality;
• It is not fit for purpose;
• It is not as described; or
• A statutory online cancellation right applies and no legal exception applies.

A product may not qualify for a fault-based remedy for a defect that was clearly disclosed before purchase and formed the reason for the price reduction.

31. Gift Cards

Gift cards are generally not refundable or exchangeable for cash unless:

• Required by law;
• The gift card was purchased accidentally and has not been used, where we agree to cancellation;
• The gift card is faulty; or
• Another statutory right applies.

Where a valid refund is issued for an order paid with a gift card, the refund may be returned to the original gift card or equivalent store balance.

32. Promotional Gifts

Where an order included a free promotional product, that product may need to be returned if all qualifying products are returned under a change-of-mind cancellation.

If the promotional product is not returned, we may make a reasonable deduction reflecting its disclosed value where permitted by law.

No deduction will be made where doing so would restrict a statutory remedy for faulty or misdescribed goods.

33. Refused and Unclaimed Parcels

If a parcel is refused, unclaimed, or returned because of incorrect delivery information supplied by the customer, please contact us.

For a voluntary redelivery, the customer may be responsible for reasonable additional delivery costs where those costs were clearly disclosed.

If the returned parcel also constitutes a valid statutory cancellation, the refund will be handled in accordance with the cancellation provisions in this policy.

Nothing in this section limits your rights where the delivery failure was caused by fanorm.shop or its delivery provider.

34. Products Damaged After Delivery

A statutory remedy may not be available where the problem was caused by:

• Accidental damage after delivery;
• Misuse;
• Abnormal use;
• Incorrect washing or drying;
• Failure to follow clear care instructions;
• Unauthorised alteration;
• Deliberate damage; or
• Normal wear and tear.

This exclusion applies only to the extent that the customer’s actions caused or materially contributed to the problem.

35. Fraudulent or Abusive Returns

We may investigate or refuse a voluntary return where there is reasonable evidence of:

• Return fraud;
• Product substitution;
• False claims;
• Deliberate damage;
• Returning a product not purchased from fanorm.shop;
• Repeated misuse of the return process; or
• Tampering with labels or supporting evidence.

We may request reasonable identity, payment, or order verification.

This section will not be used to deny or discourage a legitimate statutory consumer claim.

36. Complaints

If you are dissatisfied with how a return or refund has been handled, please contact:

info@fanorm.shop

Please include:

• Your full name;
• Your order number;
• A clear explanation of the issue;
• Relevant supporting information; and
• The outcome you are seeking.

We will review the complaint fairly and aim to respond within a reasonable period.

Nothing in this policy prevents you from seeking assistance from Citizens Advice, Trading Standards, an alternative dispute resolution provider, a court, or another competent consumer protection body.

37. Changes to This Policy

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

• Our products;
• Return procedures;
• Payment systems;
• Business operations; or
• Applicable law.

The current version will be published on this page with an updated revision date.

Changes will not unfairly reduce rights relating to an order already placed.

38. Contact Us

For cancellation, return, refund, replacement, or exchange enquiries, contact:

fanorm.shop
Email: info@fanorm.shop
Phone: +44 7849 112843
Business Address: Brambles, Wellborne Road, Mattishall, Dereham, NR20 3LJ, United Kingdom

Please include your order number when contacting us about an existing purchase.