1. Purpose

Fanmeka’s mission is to unite sports collectors around the world! In developing, fostering and supporting our community, we’re committed to ensuring a trustworthy buying experience for everyone. In the event that you have an issue with your order, you can rest assured that we’re here to help.

This Buyer Protection Policy goes into more detail below on when buyers are entitled to a refund and how to get a refund.
‍

2. Order Support

If you have an issue with your order, please email us at usersupport@fanmeka.com. If your issue is covered by our policy below, you’ll be entitled to a refund.

‍

3. Refund Eligibility

Our buyer protection policy covers the issues set out below, provided you request your refund within the specified timelines, and your request isn’t otherwise excluded as set out under Section 4 below:

• The item is substantially delayed in being shipped;
• The item is substantially delayed in transit;
• The item was damaged in transit;
• An item from your package is missing;
• The item is incorrect or the item is correct but the wrong size / color;
• The item you received does not match the description, condition or photos listed;
• The item is defective or doesn’t work;
• The item is counterfeit or fake;
• You had to pay excessive additional postage to receive the item;
• Sales tax was charged incorrectly;
• You have received the item and would like to return it unconsumed as permitted under the applicable right of withdrawal, as detailed under Section 6.

Fanmeka may require you to return your item before receiving a refund. If so, we require you to return your purchase in the same condition as you received it. For example, opening a product or removing tags may disqualify your order from being refunded or reduce the eligible refund amount.
‍

4. Refund Ineligibility

While our Buyer Protection Policy protects buyers when unexpected events impact their purchase, there are some circumstances where we do not provide a refund, even if the refund claim may fall under the issues listed above.

• Consumable Products: Because the value of consumable products changes once the product is consumed or opened, we may not provide refunds on consumable products, including:
  • Breaks, Mystery Games, and Pull Games: any item(s) purchased in a break, mystery game, or pull game show format are only eligible for a refund if an item is missing, delayed, incorrect, or damaged.
  • Other consumable products: any other product that is consumed or opened by the buyer in a manner that changes the item’s value is ineligible for a refund.
• Refusing Delivery: Refusing delivery of your purchase does not qualify your order for a refund unless the shipping carrier requires you to pay additional postage to receive the package. Customs fees are not considered postage costs.
• Customs Fees: Refusal to pay applicable customs or duties due does not qualify the order for a refund. Additionally, any customs fees or duties paid are not eligible for a refund. If you paid import duties or taxes as part of clearing your package through customs but you then returned the item, please contact your customs authority regarding a refund of the charges.
• Chargebacks: Orders that have been disputed with your financial institution are ineligible for refunds.
• Potential fraud abuse of policy: Buyers that exhibit indications of refund and/or return fraud, abuse of policy, or otherwise violate Fanmeka policies may be refused refunds or have action taken against their account. Any determination of potential abuse or fraud is at the full discretion of Fanmeka.
• Incorrect item returned: You will not be eligible for a refund if you return an incorrect item (and the item will not be returned to you by Fanmeka). When packing your return, please carefully check that you are returning the correct item. You will not be compensated for any incorrect items sent to Fanmeka.
• Off platform transactions: Any transactions that occur off Fanmeka are not eligible for a refund.
  ‍

5. Buyer Protection Request Timeframes

Refund requests for:

• Orders received must be submitted within 14 days of receiving order to be eligible for a refund; and
• Orders not shipped, must be submitted within 30 days of placing order to be eligible for a refund.

5.1 Extensions & Exceptions to Refund Request Time Frames

• Orders Marked Delivered: If your item is marked as delivered, but you have not received it, you must contact support within 7 days so that we can investigate the situation. Fanmeka will not be held liable for any package marked as delivered by your shipping carrier to the address listed on your account, and any refunds provided are solely at the discretion of Fanmeka on a case-by-case basis.
• International Orders: Orders shipped internationally may take extended periods of time to get delivered. For international orders, you are eligible to request a refund up to 7 or 14 days from when your item is delivered, regardless of when the order was placed.
• Counterfeit claims and authentication: To ensure we handle counterfeit claims quickly, we require buyers to submit their refund request for an item suspected of being inauthentic within 30 days of receiving their order.
• Preorders & Custom Orders: For certain orders that take extended periods of time before they can be shipped, you are eligible to request a refund up to 7 or 14 days from when your item is delivered.
• Natural Disasters: Extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disasters, national emergencies, labor strikes, or governmental acts.

5.2 Cancellation Request Timing

Buyers can request an order cancellation within 24 hours of purchase by emailing us at usersupport@fanmeka.com. In the event that payment has already been processed and the Seller has already shipped the Item, the cancellation request will be treated as a refund as per Sections 3 and 5.

Cancellation requests for misbids or accidental bids must be made within 2 hours of the error for the request to be considered. Fanmeka may deny any cancellation request, even those made within 2 hours.
‍

6. Refund Amount

If your return request falls within one of the qualified issues listed above and you submit the request within the applicable refund time frame, you are eligible to receive a full refund on your order, including shipping costs and taxes, with a few exceptions:

• If you come to an agreement with Fanmeka for a partial refund amount for any reason, that partial refund amount is calculated from the subtotal of the purchase amount and is final. Fanmeka will not consider an additional refund amount later.
• If VAT / sales tax was charged incorrectly, you will only receive a refund for the difference between the tax amount you paid and the correct tax amount (no return required).
• If you had to pay additional postage to receive the item, you will be refunded for the additional postage amount paid (proof of additional postage paid is required, no return required).

If you have any questions, please contact usersupport@fanmeka.com.