Refund policy

Product exchange conditions (*)

Products are eligible for exchange only when all of the following conditions are met:

  • The product must retain its original PAPER TAG and LABELS (woven label and size label, if applicable).

    • The PAPER TAG must be intact and free from tearing, bending, faded text, excessive wrinkling, peeling, or any other unusual damage.

    • The TAG STRING must remain intact and must not be broken. Products with a removed or broken tag string that has been reattached or replaced with a new string will not be accepted.

  • The original PURCHASE INVOICE must be provided.

  • The product must remain in its original condition and must not have been washed, altered, or worn/used.

1. Online purchases
1.1. Manufacturing Defects / Incorrect Advice from THE FANCÉ

THE FANCÉ supports product exchanges for items confirmed to have a manufacturing defect or issues resulting from incorrect advice provided by our team.

Customers must contact THE FANCÉ within 02 DAYS / 48 HOURS from the time the order is updated as successfully delivered by the shipping carrier or e-commerce platform.

  • Customers must contact THE FANCÉ via Instagram/Facebook and provide information, photos, and/or videos showing the issue before returning the product or visiting our store.

  • Please wait for confirmation from THE FANCÉ before sending the product back or visiting the store. Products sent back or brought to the store without prior contact and confirmation may not be accepted for processing.

  • To ensure a faster and more accurate inspection, customers are strongly encouraged to record a clear unboxing video, starting while the package is still fully sealed and intact.

  • If no unboxing video is available, THE FANCÉ may still review the case based on the evidence provided by the customer together with our packing video. THE FANCÉ reserves the right to make the final decision on whether the issue qualifies as a manufacturing defect.

Return

For products confirmed to have a manufacturing defect:

  • THE FANCÉ's preferred solution is to exchange the defective product for a new one, subject to product availability.

  • Customers must return the product or visit our store according to the instructions provided by our team after receiving confirmation.

  • The returned product must meet all Product Exchange Conditions (*) and be accompanied by the original purchase invoice.

  • For confirmed manufacturing defects, THE FANCÉ will cover all applicable return and replacement shipping costs, including the cost of returning the defective product and shipping the replacement product to the customer.

Refund

Refunds are only available in exceptional cases where an exchange cannot be arranged, such as when the defective product is SOLD OUT and no replacement is available.

  • For orders purchased via Instagram/Facebook, the refund will include the product value and the shipping fee originally paid by the customer.

  • Refund is not the standard resolution for manufacturing defects. THE FANCÉ will prioritize an exchange for a new product whenever a replacement is available.

Cases Not Considered Manufacturing Defects

THE FANCÉ reserves the right not to recognize an issue as a manufacturing defect in the following cases:

  • The reported issue does not appear in our packing video or there is insufficient evidence to verify that it was caused by a manufacturing defect.

  • The product was damaged due to improper storage, washing, care, or use contrary to the care instructions provided by THE FANCÉ, including but not limited to rust, color fading caused by strong detergents, shrinkage, heat deformation, or other improper handling.

Return / Exchange Process

  • After receiving confirmation from THE FANCÉ, customers should return the product or visit our store according to the instructions provided by our team.

  • Return and exchange processing is available from 13:00 to 21:00 daily, except January 1st and the first day of the Lunar New Year.

  • Customers must provide the product meeting all Product Exchange Conditions (*), together with the purchase invoice.

  • Our staff will inspect the product and verify the reported issue.

  • If the issue is confirmed as a manufacturing defect, THE FANCÉ will proceed with an exchange for a new product. If an exchange cannot be arranged due to the product being sold out or unavailable, a refund will be processed in accordance with the Refund Policy above.

1.2. Size / Color / Style Exchange

THE FANCÉ supports one (01) exchange per order for customers who wish to change the size, color, or style, subject to the following conditions:

  • Size exchange: Available for all products except FREESIZE items.

  • Color exchange: Available for selected products only. (Product list – insert link)

  • Style exchange: Customers may exchange for another product and pay or receive the difference in price, if applicable.

  • Customers are advised to carefully review the size chart for each product before placing an order to avoid sizing issues after the exchange.

  • Customers must contact THE FANCÉ via Instagram/Facebook and receive confirmation before returning the product or visiting our store.

  • Products sent back or brought to the store without prior contact and confirmation may not be accepted for processing.

  • Refunds are not available for exchanges requested due to size, color, or style preferences.

  • Customers are responsible for all applicable shipping costs, including the cost of returning the product and shipping the replacement product.

  • THE FANCÉ reserves the right to refuse an exchange if the returned product does not meet the Product Exchange Conditions (*).

Products Not Eligible for Preference-Based Exchange

THE FANCÉ does not support size, color, or style exchanges for:

  • Products purchased at a discount of 30% or more.

  • Products purchased during major sale events, including Black Friday, Store Anniversary, and other major promotional campaigns.

Exchange Process

  • After receiving confirmation from THE FANCÉ, customers should return the product or visit our store according to the instructions provided by our team.

  • Exchange processing is available from 13:00 to 21:00 daily, except January 1st and the first day of the Lunar New Year.

  • Customers must provide the product meeting all Product Exchange Conditions (*), together with the purchase invoice.

2. Direct purchases at store / pop-up / fair

  • THE FANCÉ DOES NOT ACCEPT RETURNS OR EXCHANGES for products purchased directly at our stores, pop-ups, or fairs.

  • Customers are welcome to try on and carefully inspect the products at the counter before making payment.

  • Once the customer has left the store, pop-up, or fair, THE FANCÉ will not accept any complaints or requests for returns or exchanges relating to the purchase.

  • This policy applies to all products, including Outlet items.