Refunds
FBS Shop issues refunds only when the issue is our fault. Here is what qualifies:
Order Refund Policy
Refunds or replacements for physical product orders are available only when FBS Shop is at fault (e.g., delivery failure, damaged product, missing or incorrect items) and must meet the conditions below:
a. Order Delays
If an order shows no tracking information, remains pending or in transit, or exceeds the following timeframes: 45 days (US orders)
FBS Shop will, at its discretion, reship the product or issue a refund.
b. Delivered Orders
Refunds/replacements will not be processed if tracking indicates the order has been delivered.
If the package was not received, a non-delivery certificate from the carrier or postal authority is required.
c. Damaged Products
A full refund or replacement will be issued if items arrive damaged.
This must be reported within 30 days of delivery, with valid photo or video proof of the product submitted to FBS Shop.
Evidence must include a short video or image demonstrating the defect, along with clear proof of the impact on the item's functionality.
If the packaging is damaged but the product is intact and functional, we cannot process a refund.
d. Incorrect or Missing Products
A full refund or replacement will be issued for incorrect or missing items.
Photo or video evidence is required within the applicable timeframe.
e. Order Cancellations
A full refund is available if the order is cancelled before processing or shipping.
Certain products (e.g., print-on-demand stock or pre-sale items) cannot be cancelled after payment.
f. Refund Eligibility Window
Refunds/replacements are only possible if payment was made within 90 days prior to the refund request.
Any order older than 90 days is automatically ineligible.
g. Sample Orders
Sample orders are not eligible for a refund under any of the conditions above. In such cases, only a replacement can be offered.
h. EU Customs Fee
For orders shipped to EU member states, an EU Customs Fee of $3.80 is charged at the time of fulfillment. If the order is refunded, this fee is not returned; only the product cost and shipping are refunded.
Defective Items
If you receive a defective product:
Capture images/videos clearly showing the defect.
Open an "Order Issue" ticket in your FBS Shop dashboard and submit the evidence.
After verifying, FBS Shop will offer:
A refund to the original payment method.
A replacement product, if applicable.
Returns are generally not required; customers may keep defective items.
Incorrect Items Delivered
If an incorrect item is received:
Provide an image of the received item and its packaging.
Indicate which part of the order was incorrect.
Submit this information via the channels designated by FBS Shop.
If confirmed, FBS Shop processes refunds within 5 to 10 business
