Refund policy

Returns & Refunds Policy

Last updated: 12 November 2026

At FAIRFIND, customer satisfaction matters to us. We want you to receive the products you ordered in the condition you expected.

If something goes wrong with your order, this policy explains how to contact us, request a return or replacement, and seek a refund.

1. When Can You Request a Return or Replacement?

You may contact us to request assistance if:

  • You receive a damaged or defective product.

  • You receive an incorrect product.

  • An item or component is missing from your order.

  • The product received is materially different from its description.

All requests are subject to review and verification.

2. Reporting a Problem With Your Order

If you receive a damaged, defective, incorrect, or incomplete item, please contact us within 48 hours of delivery.

To help us investigate your request, please provide:

  • Your FAIRFIND order number.

  • A description of the problem.

  • Clear photographs or a video showing the issue.

  • A photograph of the parcel and shipping label, where available.

  • Any additional information we reasonably need to assess your request.

We strongly recommend recording an unboxing video when opening your parcel. This can help establish the condition of the product when it arrived.

Please keep the product, original packaging, accessories, and shipping label until we have reviewed your request.

The 48-hour reporting period helps us investigate and coordinate with our fulfilment partners promptly. It does not remove any rights you may have under applicable consumer protection laws.

3. Review and Approval Process

Once you submit a request:

  1. Our team will review your order details and the information you provide.

  2. We may request additional photographs, videos, or details if needed.

  3. We will assess the issue and determine the appropriate resolution.

  4. If your request is approved, we will explain the next steps, including any return or collection arrangements.

Please do not send a product back before receiving instructions from our team.

4. Available Resolutions

Depending on the nature of the issue and the outcome of our review, an approved request may be resolved through:

  • Replacement: We arrange a replacement for the affected product, subject to availability.

  • Refund: We refund the eligible amount when a replacement is unavailable or a refund is otherwise appropriate.

  • Other appropriate resolution: We may discuss another reasonable solution with you where applicable.

The final resolution will depend on the circumstances of the case and applicable consumer protection requirements.

5. Change-of-Mind Requests

If you simply change your mind, no longer need the product, or decide that you do not like it, please contact us before attempting to return it.

Change-of-mind requests are not automatically eligible for a return or refund. They will be assessed individually, taking into account the product's condition, fulfilment arrangements, and applicable requirements.

Any applicable return arrangements or costs will be explained before proceeding.

This section does not affect your rights where a product is faulty, incorrect, misdescribed, or otherwise covered by applicable consumer protection laws.

6. Product Condition and Return Requirements

Where a return is approved, we may require the product to be:

  • Returned in its original condition, where reasonably possible.

  • Accompanied by its original packaging, accessories, tags, and included components.

  • Properly packed to prevent additional damage during return transit.

Please do not use, alter, repair, or dispose of a product that you intend to report as damaged or defective unless necessary to prevent further harm.

These requirements do not prevent you from exercising applicable consumer rights.

7. Refund Processing

If your refund request is approved, we will communicate the refund amount and available refund arrangements.

Refund processing will depend on the original payment method and the circumstances of the order.

For Cash on Delivery orders, we may request your bank account or supported mobile wallet details to arrange an approved refund.

We will provide the applicable refund processing information when your request is approved.

8. Items Not Automatically Eligible for Return

A product is not automatically eligible for a return simply because:

  • You changed your mind.

  • You ordered the wrong product or variant.

  • You no longer want or need the item.

However, this does not affect your rights if the item is defective, damaged, incorrect, materially misdescribed, or otherwise covered by applicable consumer protection laws.

9. Orders Returned Without Prior Approval

Please contact FAIRFIND before sending any item back.

Returns sent without contacting us first may be delayed because we need to verify the order and arrange the appropriate return process.

We will provide return instructions if your request is accepted.

10. How to Contact Us

To report a problem or request a return, please visit our Contact Us page.

Include your order number and a clear explanation of the issue so our team can assist you.

You can also visit our FAQs for answers to common questions.

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