We offer a 30-day return policy. You have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in good condition and returned with the original packaging, accessories, manuals, blank warranty cards, gifts and documentation included. You must also provide your order number or other proof of purchase.
To request a return, email support@fantastreet.com or use our contact page. Please include your order number, the reason for the return, and clear photos or video showing the item and its condition where relevant.
If your return is accepted, we will provide instructions and the correct return address. Do not send an item back before receiving return authorization. Items sent without prior authorization may not be accepted. Because FantaStreet may use different return locations, the return address supplied by customer support may differ by order or country.
Unless the item is defective, damaged, or incorrect, the customer is responsible for return shipping. Original shipping charges actually paid by the customer are non-refundable, except where applicable law requires otherwise. We recommend using a trackable shipping service and retaining the shipping receipt.
Order cancellations and changes
Please contact us immediately if you need to change or cancel an order. An order may be changed or cancelled only before it has been shipped or dispatched. Once tracking information has been added to the order, the order is treated as dispatched and can no longer be cancelled or changed.
Damaged, defective, or incorrect items
Inspect your order when it arrives. If an item is defective, damaged, not working, or different from what you ordered, contact us promptly so we can evaluate the issue and make it right.
For a dead-on-arrival item, contact us within 7 days after delivery and provide clear photos or video of the product and shipping packaging. After the issue is confirmed, you may choose either a replacement at no additional product cost or a full refund. Where we ask you to return a confirmed defective or incorrect item, FantaStreet will reimburse the reasonable return shipping cost in accordance with the instructions provided by our support team.
Exceptions and non-returnable items
The 30-day money-back guarantee does not apply to:
- customized or personalized products;
- volume or wholesale orders;
- items that are not in good condition, have been altered or damaged through misuse, or are returned without the original packaging and included accessories or documentation;
Please contact us if you have questions about whether a specific item is eligible for return.
Exchanges
To request an exchange, contact customer support within 30 days after delivery. Once the return is authorized and received, we will arrange the approved exchange. Unless the item is defective, damaged, or incorrect, return shipping and any new outbound shipping cost are the customer’s responsibility.
European Union cooling-off rights
If you are a consumer in the European Union, you have the statutory right to cancel the order within 14 days without giving a reason, subject to applicable statutory exceptions. The item must be returned in the condition required by applicable law. These statutory rights are in addition to any rights provided by this policy and are not limited by it.
Refunds
We will notify you after we receive and inspect the return and tell you whether the refund has been approved. If approved, the refund will be issued to the original payment method. FantaStreet normally processes an approved refund within 24 hours; the payment provider or bank may then take approximately 5 business days or longer to post it.
The refund cannot exceed the amount paid to FantaStreet for the returned item. Bank fees and exchange-rate charges imposed by a financial institution are outside FantaStreet’s control and are not refundable by FantaStreet.
Undeliverable orders
Customers are responsible for providing complete and accurate delivery information. If an order is returned as undeliverable because the address or other information supplied by the customer was incorrect, a 20% processing fee may be deducted and the original shipping cost will not be refunded. If the customer requests redelivery, an additional shipping and handling fee may apply.
One-year repair warranty
Unless a product page states otherwise, FantaStreet products include a one-year repair warranty beginning on the date of delivery. During the warranty period, contact support with a description of the problem and clear photos or video. FantaStreet or the manufacturer will evaluate the appropriate solution, which may include troubleshooting, replacement parts, repair, replacement, or another reasonable remedy.
For an approved return-for-repair, the customer is generally responsible for shipping the item to the specified repair address, and FantaStreet will cover shipment of the repaired item back to the customer. When FantaStreet provides a replacement product, customer support will confirm in writing with the replacement authorization whether the replacement product receives a three-month warranty extension beyond the original warranty period. Damage caused by misuse, unauthorized modification, opening the product, improper operation, continued use after a fault occurs, or normal wear and tear is not covered by the free repair warranty. Paid repair may be offered where available.
Contact information
Store: FantaStreet
Website: https://www.fantastreet.com
Company: Bin Estrella GmbH
Commercial register: HRB 96115, Amtsgericht Darmstadt
Registered address: Pallaswiesenstraße 180, 64293 Darmstadt, Germany
China branch: Shenzhen Zhangzhimen Technology Development Co., Ltd., RM3A05, C Building, JCXG Zone, Xili, Shenzhen, China
Return address: provided with each approved return request
Email: support@fantastreet.com