LEGAL
Returns, refunds and cancellations
Effective October 1, 2026
This policy explains when you can cancel a purchase, when we accept a return and how refunds are made. It applies to purchases in the FANWAY online store (tienda.fanway.app and the fan app), sold by FANWAY (Héctor Federico García Fernández), and to the food and drink orders you place at an event venue.
You can read it before you pay: it is linked at checkout and at the bottom of every page.
1. Cancelling a store purchase
You can cancel a store purchase as long as it has not shipped, from the app (My purchases) or by contacting us. We refund the full amount, including shipping.
Once the purchase leaves with the courier it can no longer be cancelled. We email you when it ships.
2. Store returns and exchanges
If the item arrives damaged, with a manufacturing defect, incomplete or is not what you ordered, let us know within 7 days of receiving it, with the purchase number and a photo. We exchange it for the same item or, if it is out of stock, refund what you paid for it. In these cases the return and replacement shipping are on us.
The returned item must be unused, with its tags and in its packaging.
We do not accept returns for change of mind or size exchanges on items that arrived in good condition. Before buying, check the size and description on the item page.
3. Food and drink orders at the event
You can cancel an order from the app only until the business accepts it. Once accepted it is being prepared and cannot be cancelled.
If the business rejects or cannot fulfil your order, or FANWAY cancels it because of an operational problem, we refund the full amount charged, including the service fee.
If you receive an incomplete order or one with a problem, let us know within 24 hours with the order number. We review the case with the business and, when appropriate, refund the affected item. Since these are prepared foods, returns for change of mind are not accepted.
4. How refunds are made
Refunds always go back to the same card you paid with, in Dominican pesos (RD$), for the corresponding amount. We do not refund in cash or to another account.
We confirm the refund by email. Depending on your bank, it can take 5 to 10 business days to show on your statement.
5. How to request a cancellation or return
For any cancellation, return or refund, email soporte@fanway.app, with the purchase or order number. If it is about a damaged or wrong item, attach a photo.
6. Your rights
Nothing in this policy limits your rights under Dominican Law No. 358-05 on Consumer Protection. You may also contact Pro Consumidor.