Refund policy

Last updated: July 18, 2026

At Fanila (“فانيلة”), we want you to shop with confidence. We do our best to make sure every product reaches you in the highest quality, and this Refund & Return Policy explains — clearly and transparently — when and how you can cancel an order, return a product, and receive a refund. It applies to all purchases made through https://www.fanilastore.com and is subject to applicable consumer-protection law.

At a glance

  • Return window: 14 days from the day you receive your order.
  • Condition: unused, in original packaging, with all tags attached.
  • Custom items: personalized products can't be returned unless faulty or incorrect.
  • Return shipping: paid by you for a change of mind; paid by us for our error.
  • Refunds: issued to your original payment method (2Checkout or PayPal).
  • Non-delivery guarantee: full refund if your order hasn't arrived within 60 days.

Eligibility — The Return Window

You may cancel your purchase and return a product within 14 days of the date you receive it. Requests made after this window may not be accepted.

Condition of Returned Items

To be approved for a return, the product must be:

  • Completely new and unused.
  • In its original packaging, complete, and with all tags still attached.
  • Unwashed and untreated. Please note that we are not responsible for any damage caused by washing or handling that does not follow the product's care instructions.

Personalized & Custom-Made Items

Please read carefully: products that are made or customized specifically for you are not eligible for refund, cancellation, or return. This includes, among others, football shirts printed with a personal name, a player number, or special patches requested by the customer.

For these items, a refund or replacement will be offered only if the product arrived faulty from the manufacturer, or does not match the details of the original order you placed on the Store.

How to Start a Return or Cancellation

To begin, please follow these steps:

  • Email us at contact@fanilastore.com with your order number, full name, and the reason for the return. If the item is faulty, please attach a clear photo of the defect.
  • Once our support team reviews and approves your request, you'll receive precise instructions and the address to which the product should be returned.

Please do not send items back before receiving our confirmation and return address.

Shipping Costs & Cancellation Fees

  • Change of mind (undamaged item): the cost of returning the product to us is paid by the customer. Where permitted by applicable law, we may also deduct a cancellation fee for returns that are not due to a defect.
  • Faulty item or order error: if the return is due to a defect or a product that does not match your order, Fanila covers the shipping costs for both the return and the replacement.
  • Uncollected parcels or incorrect address: if a parcel is returned to us because of an incorrect or incomplete address entered by the customer, or because it was not collected from the delivery point in time, the customer bears both the cost of the return to us and the cost of re-shipping it.

Refunds

  • Once we receive your returned item and confirm it meets the return conditions, your refund will be processed within a few business days.
  • Refunds are issued directly to the original payment method used for the purchase (your credit card via 2Checkout, or your PayPal account).

Non-Delivery Guarantee (Customer Protection)

We stand behind every order. If your order does not reach its destination within 60 days from the date it was placed, you are entitled to a full refund.

Contact Us

For any questions or requests regarding returns, cancellations, or refunds, please contact us at: contact@fanilastore.com.