Returns Policy

 

At Fansee Australia, we take pride in delivering high-quality products and exceptional service. Our return policy is designed to be fair, transparent, and considerate of both our customers and the craftsmanship behind our made-to-order products.

🛠 Faulty or Damaged Goods

We are happy to replace or refund goods that arrive faulty or damaged, in accordance with Australian Consumer Law.

  • Notify our Customer Service team within 7 days of receiving your order.

  • Include clear photos or videos showing the issue and packaging.

  • Once reviewed, our team will arrange a replacement, exchange, or refund depending on the situation.

All returned items will be inspected upon receipt. If no fault is found, the return will be treated as a change-of-mind return (see below), and return shipping costs will apply.

💔 Broken Goods

If your order arrives broken, please email care@fansee.com.au within 7 days of delivery with photos of the damaged goods and packaging. We will promptly arrange a replacement or refund.

💡 Change of Mind Returns (General Products)

We understand that sometimes a product may not meet your expectations. For most standard, ready-made items, we offer a 30-day change-of-mind return policy from the date of delivery.

To qualify:

  • The item must be unused, in original and saleable condition.

  • All original packaging and components must be included.

  • You must notify us within the 30-day window.

Return Process:

  • Customers are responsible for the return shipping costs.

  • Refunds are processed within 7–10 business days once the item is received and inspected.

  • Refunds exclude the original shipping cost, even if the order qualified for free shipping.

  • 🟢 No restocking fee applies to standard product returns.

🎨 Paintings, Curtains & Made-to-Order Products

Certain Fansee items are handcrafted or custom-made, including:

  • Custom-sized curtains

  • Hand-painted or made-to-order artworks and paintings

Because these products are individually created for each customer, returns or exchanges for change of mind, interior design preference, or sizing errors cannot be accepted.

If a return for a painting or made-to-order product is approved at our discretion, a $50 restocking fee per item will apply to cover inspection, handling, and reconditioning costs.
Please note that shipping costs (to and from the customer) are non-refundable.

We recommend reviewing all product details, measurements, and colour descriptions carefully before placing your order.
Our support team is happy to assist with design, colour, or size questions before you buy.

Reproduction of colours on our website is as accurate as possible, though minor variations can occur due to lighting and screen settings. A replacement will only be offered if there is a significant colour or product discrepancy from what was displayed online.

⚠️ Approval Required Before Return

Please contact our Customer Service team before returning any item.
Returns received without prior approval may not be eligible for a refund.

💬 Contact Us

If you have any questions, concerns, or issues with your order, we’re here to help. 

📩 Email: care@fansee.com.au

We appreciate your understanding — these policies protect both our customers and the talented makers who create each piece with care and precision.