Cancellations, Returns & Issue Resolution

What to do if you need to cancel a reserved item or if an item arrives damaged or not as described.

Step-by-Step Instructions (3 Steps)

If your order has not yet been confirmed or dispatched, message the seller immediately on WhatsApp to cancel the hold.

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Expected Outcome: The seller updates the order status to Cancelled and the item returns to inventory.

Take photos/video of the parcel packaging and damaged collectible immediately upon delivery. Contact the seller within 24 hours.

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Expected Outcome: The seller reviews your claim against their store return policy.

If a seller is unresponsive for more than 48 hours or refuses to honor their listed policy, submit a complaint via fanhq.lk/contact.

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Expected Outcome: Fan HQ administration investigates the transaction and may take disciplinary action against the seller.

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•Graded trading cards and sealed blind boxes are typically final sale once opened unless physical tampering or counterfeit is proven.

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Understanding the reservation system: how Fan HQ locks your item and opens a direct WhatsApp channel with the seller.

How to read your order timeline in your customer account and know what each status means.