Refund policy

Warranty/Faulty items

We are committed to complying with all our obligations under consumer laws. If a product fails due to a major manufacturing fault or material defect, we may replace, refund or repair it free of charge. For a minor fault or defect, we may repair it free of charge, or If it is not practical to repair it, we will replace it or offer a refund or part-refund at our discretion. We pride ourselves in looking after our customers, so we are happy assess products for manufacturing failures.

To assess your warranty claim please email us clear photos/videos and a description of what has failed to info@fansonline.co.nz If accepted we will provide a reference number & advise a return address to send back to for formal assessment.

Missing/Damaged/Incorrect Items.

Once your order has been delivered, please immediately check the items against your order. The packing docket will give you details on the products included. Please review this carefully before you open any boxes / packaging. If you are unsure about anything please contact us so we can assist you. If there is something incorrect, missing or damaged during shipping, we require notification within 7 days from the date of delivery. NB - If an incorrect item is not in a resalable condition (eg, unpacked, assembled or installed), we consider that the purchaser has accepted the item.

Change of Mind Returns

Generally we do not accept “Change of mind” returns, these will be assessed on a case by case basis. Please contact info@fansonline.co.nz to discuss. NB- A restocking fee will apply.