Fankoi Return, Refund and Cancellation Policy

1. Who Is Responsible

Products on Fankoi are normally sold by independent merchants. The legal seller is identified on the product page, at checkout, or in the order confirmation.

When an independent merchant is the seller, that merchant is responsible for the product, fulfilment, returns, replacements, and refunds. Fankoi may provide the platform and customer-support tools and may assist in communications.

When Fankoi is identified as the seller, Fankoi is responsible for the seller obligations under this Policy.

Event organisers are responsible for event cancellations and ticket refunds under their event rules and applicable law.

2. Return Request Window

You should submit a return or refund request within 7 calendar days after the product is delivered or collected.

If the issue is not reasonably discoverable within seven days, contact us as soon as reasonably possible after discovering it. Longer rights may apply under Singapore or Malaysian consumer law, particularly for defective or non-conforming goods.

Submitting a request does not automatically mean it is approved. The seller may inspect the product and supporting evidence before confirming the resolution.

3. Change-of-Mind Returns

An unopened physical product may be returned for a change of mind if:

• the request is made within seven calendar days after delivery or collection;
• the product is unused, unworn, unwashed, and in resalable condition;
• all seals, tags, accessories, manuals, gifts, and original packaging remain intact;
• the product is not excluded under Section 8; and
• the customer provides proof of purchase.

The customer is responsible for return shipping and related costs for an approved change-of-mind return. Original delivery charges are not refundable unless required by law or the seller agrees otherwise.

The seller may deduct a reasonable amount for missing items, damage, use, or a reduction in value caused by handling beyond what is reasonably necessary to inspect the product.

4. Damaged, Defective, Incorrect, or Missing Products

Contact us within seven calendar days if a product:

• arrives damaged;
• is defective;
• is materially different from its description;
• is the wrong product or variant;
• is missing a material component; or
• does not arrive.

The seller may ask for:

• the order number;
• photographs or video of the product, packaging, shipping label, and defect;
• a description of the issue;
• proof of delivery or collection; and
• return of the affected product for inspection.

Where appropriate, the seller will first offer a repair or replacement within a reasonable time and without significant inconvenience.

A refund may be provided where:

• repair or replacement is unavailable;
• the seller cannot complete it within a reasonable time;
• the issue is serious;
• the product cannot be fulfilled or delivered; or
• applicable law otherwise requires a refund.

The seller will pay reasonable return-shipping costs for an approved claim involving a damaged, defective, incorrect, or materially misdescribed product.

Do not discard the product or packaging until the request has been resolved.

5. Pre-Orders and Made-to-Order Products

The product page may contain additional pre-order or made-to-order rules.

Unless those rules state otherwise:

• a pre-order may be cancelled before the displayed pre-order closing date;
• after the pre-order closes, cancellation for change of mind is not normally available because production or allocation may have begun;
• estimated production, release, and shipping dates may change;
• the seller will provide a full refund if it cancels the product or cannot fulfil the order; and
• material delays or material product changes will be handled in accordance with the displayed pre-order rules and applicable law.

Customised, personalised, or made-to-order products cannot normally be returned for change of mind. They remain eligible for remedies if damaged, defective, incorrect, or materially different from what was agreed.

If an order contains both pre-order and in-stock products, fulfilment and cancellation may be handled separately or together as disclosed at checkout.

6. Gacha, Ichiban, Card Draws, and Blind Boxes

Completed gacha pulls, Ichiban draws, card draws, and other random allocations cannot be cancelled, exchanged, rerolled, or refunded because the customer did not receive a preferred item.

Opening a sealed blind box or random product makes it ineligible for a change-of-mind return.

A physical prize or random product remains eligible for a remedy if it arrives damaged, defective, incorrect, or materially different from the disclosed prize.

Where stock allows, the seller will offer a replacement of the same item. If the same item is unavailable, the seller may offer:

• a reasonable equivalent;
• another remedy accepted by the customer; or
• a refund of the amount paid for the affected pull or product.

Any replacement or refund remains subject to applicable law and the mechanic-specific rules shown before purchase.

7. Bundles, Gifts, and Promotional Purchases

For a bundle return, all products and promotional gifts included in the bundle must normally be returned together.

If only part of a bundle is returned, the refund may be recalculated based on:

• the price allocated to the returned product;
• the remaining products' normal or disclosed promotional prices; and
• whether the purchase still satisfies the promotion's conditions.

If a qualifying purchase is returned, any free gift must also be returned unused and in its original condition. If it is not returned, the seller may deduct its disclosed value from the refund where permitted by law.

Coupons and promotional discounts are not redeemable for cash and are not reissued unless the applicable promotion rules say otherwise.

8. Non-Returnable and Non-Refundable Items

Except where required by law or where the item is defective, incorrect, or materially misdescribed, the following are not returnable or refundable:

• Koi purchases and used Koi;
• digital goods once delivered, downloaded, activated, equipped, or accessed;
• completed gacha pulls, Ichiban draws, card draws, and similar random allocations;
• opened blind boxes or sealed collectibles;
• customised, personalised, or made-to-order products;
• event tickets, except under the organiser's cancellation and refund rules;
• used, worn, washed, altered, damaged, or incomplete products;
• hygiene-sensitive or intimate products after their seal has been opened;
• perishable products;
• free gifts and promotional items on their own; and
• products marked as final sale where this was clearly disclosed before purchase.

Koi cannot be converted into or redeemed for cash.

9. Event Tickets

Event ticket cancellation and refund decisions are made by the event organiser.

The event page or ticket rules will state the applicable conditions, including treatment of:

• customer cancellations;
• event cancellation;
• postponement;
• venue or programme changes;
• ticket transfers;
• missed attendance; and
• force-majeure events.

Fankoi may facilitate the request or payment reversal but is not the refund decision-maker unless Fankoi is identified as the event organiser.

10. Return Shipping

Do not send a product back before receiving return instructions.

Approved returns must be:

• securely packed;
• sent using the provided address or method;
• shipped within the deadline stated in the approval; and
• accompanied by any required return reference.

Customers should use a trackable delivery method and retain proof of shipment.

The customer pays return shipping for change-of-mind returns. The seller pays reasonable return shipping for approved damaged, defective, incorrect, or materially misdescribed product claims.

The seller is not responsible for a return lost or damaged because it was sent without following the provided instructions.

11. Refund Method and Timing

Approved refunds will normally be issued to the original payment method.

The seller or Fankoi will initiate an approved refund within 7 to 14 business days after:

• approving a refund that does not require a return; or
• receiving and inspecting the returned product.

Your bank or payment provider may require additional time to show the refund.

Cash refunds are not available for Koi, coupons, promotional credits, or non-cash rewards.

Shipping charges, service fees, duties, taxes, and currency-conversion charges will be refunded only where required by law, included in the approved remedy, or charged incorrectly.

12. Exchanges

Direct exchanges depend on stock and seller capability.

Where a direct exchange is unavailable, the seller may process the matter as a return and refund, after which the customer may place a new order.

Replacement products do not restart the change-of-mind return period, but applicable rights for defects in the replacement remain unaffected.

13. Rejected or Abusive Claims

A return or refund request may be rejected where:

• it falls outside the applicable period and no legal exception applies;
• the product has been used, altered, or damaged by the customer;
• required components or evidence are missing;
• the issue resulted from misuse, accidental damage, improper storage, or failure to follow instructions;
• the claim is inconsistent with transaction or delivery records; or
• there is evidence of fraud, return abuse, manipulation, or repeated false claims.

We may restrict accounts involved in fraudulent or abusive activity.

14. How to Request a Return or Refund

Submit the request through the relevant order page on Fankoi.

If that option is unavailable, email support@fankoi.com with:

• your order number;
• the product concerned;
• the reason for the request;
• photographs or video where relevant; and
• your requested resolution.

For copyright or legal matters unrelated to a return, contact copyright@fankoi.com.

15. Consumer Rights

This Policy provides Fankoi's standard process and does not replace mandatory consumer protections.

Customers in Singapore may have rights under the Consumer Protection (Fair Trading) Act 2003, including the provisions commonly known as the Lemon Law.

Customers in Malaysia may have rights under the Consumer Protection Act 1999 and other applicable laws.

If this Policy conflicts with a right that cannot legally be excluded, the applicable law prevails.

16. Contact

AETAPHOR PRIVATE LIMITED

Singapore

Customer support: support@fankoi.com