Refund policy

Refund & Replacement Policy

Thank you for shopping at Famsi Store. Every order is checked and packed by our fulfillment partner before it leaves the warehouse. If something isn't right, here's exactly what we'll do.

1. Damaged, broken or wrong item

If your item arrives damaged, broken, incomplete, or is not the product you ordered, contact us within 7 days of delivery and we will send you a free replacement. You don't pay anything extra.

2. 30-day replacement warranty for faulty products

All products come with a 30-day replacement warranty from the date of delivery. If an item stops working because of a manufacturing fault within 30 days, we will replace it free of charge.

3. What we need from you

• Your order number
• A clear video showing the product and the problem (an unboxing video is best)
• The item kept in its original packaging, with all parts and accessories

Requests without video proof may not be accepted.

4. Refunds

Approved claims are resolved with a replacement of the same product. If the same product is out of stock, we will offer a similar item or a full refund. Because most orders are paid by Cash on Delivery, refunds are sent by bank transfer (or another method agreed with you) within 7 working days of approval.

5. What is not covered

• Change of mind, or ordering the wrong colour, size or model by mistake
• Damage caused by misuse, accidents, incorrect installation or normal wear and tear
• Items that have been opened, used and are no longer in their original condition, unless they are faulty
• Damaged or wrong items reported more than 7 days after delivery, or faults reported more than 30 days after delivery

6. Cancelling an order

You can cancel free of charge any time before your order is dispatched. Just reply to our confirmation call or WhatsApp message, or email us.

7. Refused Cash on Delivery orders

Please only order if you intend to accept the delivery. If a Cash on Delivery order is refused at the door without a valid reason, or the courier cannot reach you after several attempts, the order is returned to our warehouse and future Cash on Delivery orders may be restricted.

How to make a claim

Email support@famsistore.com with your order number, a short description and your video. We reply within 2 working days.