Refund Policy

Refund Policy

Last Updated: December 23, 2025

Our Commitment

We want you to be completely satisfied with your anime merchandise purchase. If you're not happy with your order, we're here to help.

Return Window

You have 14 days from the date of delivery to initiate a return for eligible items.

Eligible Items for Return

  • Defective or damaged products upon arrival
  • Incorrect items shipped
  • Unopened items in original packaging (for change of mind returns)

Non-Returnable Items

  • Opened collectible cards, badges, or charms (due to hygiene and collectible nature)
  • Customized or personalized items
  • Items damaged due to misuse or improper care
  • Sale or clearance items (unless defective)

Refund Process

  1. Contact Us: Email us at overseaec@fen-z.com with your order number and photos of the issue within 14 days of delivery
  2. Approval: We'll review your request within 2-3 business days
  3. Return Shipping: For defective/incorrect items, we'll provide a prepaid return label. For change of mind returns, customers are responsible for return shipping costs
  4. Refund: Once we receive and inspect the returned item, we'll process your refund within 5-7 business days to your original payment method

Damaged or Defective Items

Please inspect your order upon delivery. If you receive a damaged or defective item, contact us immediately with photos. We'll arrange a replacement or full refund at no cost to you.

International Returns

For orders shipped to North America, Japan, Korea, and Southeast Asia:

  • Return shipping costs vary by region
  • Customers are responsible for any customs duties or taxes incurred during the return process
  • We recommend using tracked shipping for returns

Exchanges

We currently do not offer direct exchanges. If you need a different item, please return the original item for a refund and place a new order.

Processing Time

  • Refund approval: 2-3 business days after we receive your return
  • Refund to your account: 5-7 business days (depending on your payment provider)

Contact Us

Questions about returns? Contact us at:
Email: overseaec@fen-z.com
Response time: Within 24-48 hours