Return & Refund

1. Order Modifications Or Cancellation

You have a limited window of 4 hours to request a cancellation or modification (power supply, quantity, shipping address) of your order after it has been placed.

To request a cancellation or modification, please contact our customer service team at [email protected] within 4 hours of placing your order. Please note that while we will do our best to accommodate your request, cancellations or modifications are not guaranteed after the order has been submitted.

Once 4 hours have passed since order placement, Famimarts unfortunately cannot support order cancellation or modification requests.

It is the customer’s responsibility to ensure the product delivery address is correct. Famimarts takes no responsibility for any product a customer does not receive due to errors in the delivery address provided to us.

2. Defective Item Replacement/Refund Policy

In the event that you receive a defective item due to Famimarts's fault, we are committed to either sending you a replacement product at no cost or issuing a full refund. The following circumstances constitute a major problem or defect:   

  • The item is significantly different from the description or preview provided to you.
  • The item is damaged as a direct result of our factory's fault or during transportation by the carrier.
  • The item received is not what you originally ordered.

There is no need to return the defective item. Instead, we kindly request your assistance in either donating it to those in need or giving it away to someone who can utilize it.

To be eligible for a replacement or refund, you must make the request within 30 days of the delivery date. Furthermore, the product must remain unused, and in the same condition as when you initially received it. Regrettably, if the 30-day period has elapsed, we are unable to offer a replacement or refund.

Procedure for Requesting a Replacement/Refund (if applicable)

To file a claim, please send an email to [email protected] and ensure to include the following mandatory information:

  • Order number
  • Video/photo clearly depicting the defective product (accompanied by a clear and concise description of the issue)
  • Complete and accurate delivery address

Our support team will thoroughly review your claim, and if the item is deemed eligible, we will promptly dispatch a replacement product at no additional cost, subject to product availability. In rare cases where sending a replacement is not feasible, we will reimburse you the full cost of the eligible product, including any associated original shipping expenses.

Processing Duration for Refunds (if applicable)

Once your refund has been approved, it will be processed by our team within 1-2 business days. You will receive an email notification when the refund is initiated. The refund will be credited to the original payment method used for the purchase. Please note that it may take 7-10 business days or longer for credit card refunds and 3-7 business days or longer for PayPal refunds to appear on your statement, depending on your financial institution's processing times.

If you haven't received a refund after the estimated timeframe, please don't hesitate to contact us via [email protected], we are prepared to assist you!

3. Refund Rejection

Our Refund & Return Policy does not cover the following situations:

  • Request for a refund/replacement is made after 30 days from the confirmed delivery date.
  • Products damaged due to misuse, mishandling, accidents, or inadequate maintenance by the customer.
  • Errors made by the customer during the ordering process, such as selecting the wrong power supply, product, shipping address, or custom information.
  • Products that have been used, soiled, damaged, or altered in any way due to the customer’s handling.
  • Items purchased during sales or promotional events may be subject to a "no return or exchange" policy, unless explicitly stated otherwise in the specific promotion. Please check the terms of the promotion before making a purchase.
  • Customer change of mind or if the item is no longer needed.

Please carefully ensure your purchase meets these criteria before submitting a refund or replacement request.

4. Lost items

We are committed to assisting with cases where your order is confirmed as lost in transit by the shipping carrier.

Once the tracking information indicates the order has been delivered, we will send you an email to confirm receipt of the correct items ordered from our website.

Please thoroughly check your mailbox, surrounding areas (including security cameras if available), inquire with your neighbors, and contact your local post office to ensure your order is not being held there.

Please contact our Customer Support Team immediately within 30 days of the confirmed delivery date if you have not received your package despite the delivery confirmation email.

Please provide us with the following information:

  • Your complete order information (order number, items ordered).
  • The verified and correct shipping address provided during checkout.
  • Confirmation from your local post office or carrier that the package is indeed lost and not being held.

After you provide all the necessary information, we will, at your request, either send a replacement item (subject to availability) or issue a full refund to the original payment method used for the order.

For claims regarding lost orders made more than 30 days after the confirmed delivery date, Famimarts unfortunately cannot offer support.

Note: Please be aware that we cannot accept responsibility if the order is not delivered due to an incorrect address provided by the customer or if the recipient refuses or forwards the package.

5. Other Requests

If you have any questions or require further assistance, please do not hesitate to contact our customer service team via [email protected].

Thank you for your understanding and cooperation.