Return policy

Thank you for shopping with Fantaenz! We strive to ensure that all our customers are completely satisfied with their purchases. If for any reason you are not entirely happy with your order, we are here to assist you with the return process. Please take a moment to read our return policy, which outlines the conditions and steps for returning items.

1. Return Eligibility

You may return products under the following conditions:

  • Timeframe: Returns must be initiated within 30 days from the date you received your order. Unfortunately, we cannot accept returns after this period.

  • Condition of Items: Products must be returned in their original condition. This includes being unused, unwashed, and in the original packaging (if applicable). Items that are damaged, altered, or show signs of use will not be accepted for return.

  • Non-Returnable Items: Some items are non-returnable, including but not limited to:

    • Custom or personalized products
    • Gift cards
    • Products marked as "final sale" or "non-returnable" at the time of purchase

  • Proof of Purchase: To complete a return, we require proof of purchase, such as an order number or receipt. This helps us process your return promptly.

2. How to Return an Item

Returning an item is simple and straightforward. Follow these steps:

Step 1: Contact Us
Before returning any items, please contact our customer service team at [email protected] or call us at +1 580-679-4507. Our team will provide you with a Return Authorization (RA) number and specific return instructions.

Step 2: Package Your Return
Securely package the items you wish to return. If the original packaging is damaged or unavailable, use an appropriate box or envelope to protect the items during transit. Please ensure that the items are well-packed to avoid damage during the return shipping process.

Step 3: Ship Your Return
Once you’ve received the RA number and packaging instructions from our customer service team, ship the return package to the following address:

Fantaenz Returns Department：17390 Riva Ridge Dr, Moreno Valley, CA 92555, United States

You are responsible for the return shipping costs unless the item was damaged or defective upon receipt. We recommend using a trackable shipping service to ensure that your return reaches us safely.

Step 4: Wait for Confirmation
Once we receive your returned item, we will inspect it and notify you by email that we have processed your return. If your return is approved, we will issue a refund or store credit based on the condition of the item.

3. Refunds & Store Credit

We offer two options for returns:

  • Refund to Original Payment Method: If the return is approved and the item is in its original condition, we will issue a refund to your original method of payment. Please note that it may take several business days for the refund to appear in your account, depending on your payment provider.

  • Store Credit: If you prefer, we can issue store credit for the full value of the returned item(s). Store credit can be used for future purchases on our website and never expires. This option is ideal if you plan to shop with us again in the future.

4. Damaged or Defective Items

If you receive a damaged or defective item, we apologize for the inconvenience and will take immediate action to resolve the issue. Please follow the steps below:

  • Step 1: Contact us as soon as possible at [email protected] with a description of the issue and photos of the damaged or defective product. This will help us understand the problem and expedite the resolution.

  • Step 2: We may request that you return the damaged or defective item. In this case, we will provide you with a prepaid return shipping label, and the return shipping cost will be covered by Fantaenz.

  • Step 3: Once we receive the damaged or defective item, we will either replace it with a new one or issue a full refund to your original payment method. We will notify you once the process is complete.

Please note: If the damage or defect is not reported within 7 days of receiving the item, we may not be able to accept the return.

5. Exchanges

We currently do not offer direct exchanges for items. If you would like a different size, color, or item, you will need to return the original item for a refund or store credit and place a new order for the desired product.

6. Shipping Costs for Returns

  • Return Shipping: Customers are responsible for the cost of return shipping unless the item is defective, damaged, or incorrect. In those cases, Fantaenz will cover the return shipping cost.

  • Original Shipping Fees: Original shipping fees are non-refundable. If you received free shipping on your order, the cost of shipping will be deducted from your refund or store credit.

  • International Returns: If you are returning an item from outside the United States, you will be responsible for the return shipping costs. International returns may also be subject to customs fees or import taxes, which are the responsibility of the customer.

7. Processing Time

Once your return is received and inspected, we will process the refund or store credit within 7 business days. You will receive a notification by email when the return has been processed. Please note that depending on your payment method or bank, it may take additional time for the funds to appear in your account.

8. Contact Us

If you have any questions or need assistance with your return, please do not hesitate to reach out to our customer service team:

  • Email: [email protected]
  • Phone: +1 580-679-4507
  • Return Address:17390 Riva Ridge Dr, Moreno Valley, CA 92555, United States