Return and Refund Policy

Return and Refund Policy

Last updated: August 17, 2026. This policy applies to purchases made on fanaue.com and delivered to the United States.

30-day return window

You may request a return within 30 calendar days after the carrier records the order as delivered. To qualify for a change-of-mind return, the item must be unused, uninstalled, and in resalable condition, with its original packaging, accessories, manuals, and proof of purchase.

How to request a return

1. Email our customer service team with your order number, the item you want to return, and the reason for the request. For damage, a defect, or a wrong item, include clear photos or a short video that shows the issue and the packaging.
2. Wait for return approval and instructions. Because orders may be fulfilled from different warehouses, we provide the correct return address after approval based on the fulfillment warehouse. The business address shown on our website is not automatically the return address.
3. Send the item only to the approved return address. Items returned without approval, or sent to a different address, may be delayed or refused.

Start a return by emailing service@fanaue.com.

Return shipping responsibility

Change of mind or customer ordering error

If you no longer want the item, ordered the wrong item or option, or otherwise changed your mind, you are responsible for the return shipping cost and for arranging a trackable return service. The original shipping charge is not refundable. We do not charge a separate restocking fee.

Damaged, defective, or wrong item

If the item arrived damaged, is defective, or is different from what you ordered, FANAUE pays the approved return shipping cost. After we verify the issue, you may choose an available replacement or a refund. If a return is required, we provide a prepaid return label or reimburse the approved return shipping cost. Do not purchase return shipping before receiving our instructions.

Refunds

After the returned item arrives and is inspected, we notify you whether the refund is approved. An approved refund is issued to the original payment method within 2–10 business days. Your bank, card issuer, or payment provider may need additional time to post the credit after we issue it.

For an approved damaged, defective, or wrong-item claim, the refund includes the item price and any original standard shipping charge paid for that item. For a change-of-mind return, the refund covers the returned item price, less any amount required for loss of value caused by use, damage, missing parts, or incomplete packaging beyond what is reasonably needed to inspect the item.

Exchanges

For a verified damaged, defective, or wrong item, we can arrange an available replacement at no additional product or shipping charge. For a change of size, color, model, or other preference, return the eligible item under this policy and place a new order for the preferred item.

Sale items and non-returnable items

Sale and promotional items are covered by the same 30-day return rules. Gift cards and products made or personalized specifically for you cannot be returned unless they arrive damaged, defective, or different from what you ordered. This does not limit rights that cannot be excluded under applicable law.

Order cancellations

Contact us promptly if you need to cancel an order. If the order has not been dispatched, we will cancel it and issue a full refund to the original payment method. Once the order has been handed to the carrier, it cannot be canceled in transit; after delivery, you may request a return under this policy.

Contact us

Customer service email: service@fanaue.com
Phone: +1 (917) 450-8465
Hours: Monday–Saturday, 9:00 AM–6:00 PM China Standard Time (GMT+8)

We normally reply within 2 business days.