Refund & Return

Returns & Refund Policy｜FINAKPOP

We’re a small, independent business based in the UK. All orders are fulfilled directly from overseas warehouses and are often tailored to customer demand (e.g. pre-orders, region-specific goods). As such, we follow a strict and transparent return policy that reflects the nature of our operation and the legal framework under UK consumer law.

This policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

📦 Unwanted Items / Change of Mind

Under Regulation 29 of the Consumer Contracts Regulations 2013, customers who order online generally have a 14-day cancellation window. However, exceptions apply—particularly for perishable, personalised, or sealed items that are unsuitable for return once opened.

Due to the collectible and time-sensitive nature of our products (e.g. sealed albums, limited edition light sticks), we regret that we cannot accept returns for unwanted items or change-of-mind purchases in most cases.

In exceptional circumstances, we may consider a discretionary return request if all of the following conditions are met:

• You contact us within 3 calendar days of receipt, and

• The item is completely unused, unopened, and in a condition suitable for resale, and

• The item is not a pre-order, discounted, limited release, seasonal or final sale product, and

• The return is approved in writing by us prior to shipping, and

• You agree to cover all return shipping costs and a restocking fee of £8 per item.

Returns that do not meet all of the above conditions will not be accepted.

⚠️ Faulty or Damaged Items

In line with the Consumer Rights Act 2015, you are entitled to a remedy if an item is received in a condition that is not as described, not fit for purpose, or not of satisfactory quality.

If you believe your item is faulty or has arrived damaged, please contact us within 48 hours of delivery and provide the following:

• Your order number

• Clear, timestamped photos of the item and packaging

• An unboxing video recorded from the moment the parcel is opened

This helps us to verify any claims and ensures a fair and traceable process. We cannot guarantee compensation without such evidence, as many of our items are sealed and sourced overseas, and disputes without proof may be deemed unverifiable.

Where damage is confirmed, we may offer:

• A replacement (subject to availability)

• A partial refund, or

• A store credit

Please note we do not offer refunds or exchanges for:

• Minor imperfections to the outer packaging (e.g. creases, dents, scratches)

• Factory inconsistencies (e.g. missing photocards, misprints), as these are out of our control

• Claims made after the 48-hour window or without clear, continuous video/photo proof

🕒 Cancellations

You may request to cancel your order only if it has not entered fulfilment or been dispatched. Once processing begins, orders cannot be amended or cancelled. This reflects Regulation 36(4)(b) of the Consumer Contracts Regulations, which permits limited cancellation rights for made-to-order or time-sensitive goods.

If your order is already in transit, you may follow the returns procedure (if eligible). Return shipping and any associated fees are at your expense. Shipping fees are non-refundable once dispatch has occurred.

📬 Shipping Delays & Lost Parcels

We ship from international warehouses and dispatch times are listed clearly at checkout. While we aim to deliver as promptly as possible, delays may occur due to customs, postal congestion, or international logistics—factors beyond our control.

We do not offer refunds for delays unless we have explicitly guaranteed a delivery date in writing. If you haven’t received your parcel 15 business days after dispatch, we will assist you in filing a courier claim.

🔄 Exchanges

Exchanges are handled on a case-by-case basis and follow the same conditions as discretionary returns. We do not hold replacement stock locally, so any exchange will require a new overseas shipment. Customers are responsible for all associated postage fees.

🛡️ Fraud Prevention & Policy Misuse

We reserve the right to refuse service, reject returns, or cancel orders where we detect suspected fraud, chargeback threats, or patterns of policy abuse. Orders flagged for verification may require proof of identity or address. In line with Section 11 of the Consumer Rights Act, we must also ensure the goods are returned in a state that allows us to verify condition.

🔚 Final Notes

• Items marked as “final sale,” “clearance,” or “pre-order” are not eligible for return or refund.

• Refunds (if applicable) are issued to the original payment method within 5–10 working days after receiving and inspecting the returned item.

• We are not responsible for lost or damaged returns, so please ensure items are shipped with tracking and insurance.

If you have any questions, feel free to contact us at
help@finakpop.co.uk
We appreciate your understanding and support of small businesses.