Fansdomray

Refund & Returns Policy

Last updated: 17 October 2026

1. The 30-day return window

You may request a return within 30 calendar days of the delivery date shown on your tracking record. Requests made after this window cannot be accepted, except where required by the consumer law of your state or country.

The return window is not extended by holidays, shipping delays or the time it takes us to reply to your email — so please send your request before the 30th day.

2. What qualifies for a return

An item must meet all of the following to be accepted:

• Unused and in the condition you received it — no wear, dirt, cuts, scuffs, smoke or pet hair.
• In its original packaging, with all included accessories, tags, sheaths, pouches and manuals.
• Accompanied by your order number.

We inspect every returned item. If it fails inspection, we will contact you and either return it to you at your cost or issue a partial refund reflecting the loss in value.

3. What we cannot accept

• Used or assembled gear — including tents that have been pitched, stoves that have been fired, and knives that have been used to cut.
• Top-up and balance payments (SKU FDR-ADJUST). These settle an existing order and are non-refundable.
• Final sale and clearance items, marked as such on the product page.
• Gift cards and downloadable products.
• Hygiene items that have been opened — water bladders, hydration reservoirs, food and drink containers once used.
• Customised, engraved or made-to-order items, unless they arrive faulty.

Bladed items are also subject to the restrictions in section 9.

4. How to start a return

1. Email us at [[SUPPORT_EMAIL]] with your order number, the item you want to return and, if the item is faulty, clear photos showing the problem.
2. Wait for approval. We reply within two business days with return instructions and the correct return address. Please do not ship anything before you receive this — unauthorised returns may be refused or held at your cost.
3. Pack the item securely in its original packaging and include the order number inside the parcel.
4. Send us the tracking number once you have shipped. Returns without tracking are sent at your own risk.

Return address: [[RETURN_ADDRESS]]

5. Who pays return shipping

Where we pay for return shipping, we will either send you a prepaid label or reimburse a standard, tracked service. We do not reimburse expedited or premium shipping unless we agreed to it in writing first. Import duties and taxes charged by your customs authority are outside our control and are not refundable by us.

6. Refunds

Once your return arrives, we inspect it within [[PROCESSING_DAYS]] business days. If it is approved, the refund is issued to your original payment method.

• Card refunds usually appear within 5–10 business days, depending on your bank.
• We cannot refund to a different card, account or person.
• Shipping charges are refunded only as set out in section 5.
• We do not charge restocking fees.

If more than 10 business days have passed since we confirmed your refund and you still cannot see it, contact us before opening a payment dispute — we can usually trace it faster.

7. Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order — this reserves your size or colour before it sells out. If you would rather do a direct exchange, tell us in your return email and we will confirm whether the replacement is in stock.

8. Damaged, defective or incorrect items

Please check your parcel as soon as it arrives. If something is damaged in transit, defective out of the box, or not what you ordered, email us within 48 hours of delivery with photos of the item and the packaging. We will arrange a replacement or a full refund, including shipping, and you will not be asked to pay return postage.

Damage caused by misuse, modification, or normal wear and tear is not covered. Manufacturing defects that appear later are handled under section 10.

9. Bladed and restricted items

Knives and other bladed products are sold as tools. By ordering, you confirm that you are legally permitted to purchase, receive and possess the item in your jurisdiction and that you are of legal age.

• Bladed items may only be returned unused, in their original sheath or box, with the edge unmarked.
• We cannot accept returns of bladed items that show any sign of use, sharpening or disassembly.
• We cannot ship replacements or refunds to addresses where the item is prohibited. It is your responsibility to check local law before ordering.

Orders refused by customs or returned to us because an item is restricted at the destination are refunded minus the original shipping cost and any return freight we are charged.

10. Warranty on craftsmanship

Beyond the 30-day return window, we cover manufacturing defects in materials and workmanship for 12 months from delivery — failed stitching, broken hardware, delamination, faulty zips. This does not cover normal wear, abrasion, accidental damage, or damage from improper use. Send photos and your order number and we will repair, replace or refund at our discretion.

11. Cancellations and order changes

We pick and pack quickly. If you need to cancel or change an order, email us within 12 hours of placing it and we will do our best — but once a parcel has been dispatched we cannot recall it, and the return process in section 4 applies instead.

12. Parcels lost in transit

If tracking has not moved for 10 business days, contact us and we will open a carrier investigation. If the parcel is confirmed lost, we will send a replacement or refund you in full. Please allow the carrier up to 30 days to complete its investigation before a refund is issued.

This policy is provided in addition to, and does not limit, any rights you have under the consumer protection laws of your state or country. Where those laws give you stronger rights than this policy, those rights apply. We may update this policy from time to time; the version in force is the one published on this page at the time you place your order.