FAQ

If you wish to make changes to your order, we recommend that you cancel your order and place a new order. Please note that while most of our products can be cancelled up to the point of despatch, certain products cannot be cancelled due to restocking / processing fees that may apply.

Please note that we can help you change your order BEFORE it is shipped. Once your package has been dispatched we will not be able to make any changes.

⭐CAN I CANCEL MY ORDER?

If your order status is Draft or Pending, you can easily delete/cancel your order yourself.

Cancellation Policy

We strive to provide high-quality products at cost-effective prices. Each item undergoes multiple stages of preparation and quality checks, which requires time and resources. As such, all cancellations are subject to handling fees, regardless of shipment status. We appreciate your patience and trust in our process.

Changing Your Order (Before Shipment)

If you'd like to change your order before it ships, no handling fee will apply. We’ll gladly help you update the item at no additional cost, though you will be responsible for any price difference between products.

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Cancellation Guidelines

1. Cancellation Before Payment

You may cancel an unpaid order at any time by:

• Logging into “My Account” and selecting “My Orders”.
• Clicking on the relevant order number.
• Clicking “Delete this order” and confirming cancellation.

No handling fee applies.

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2. Cancellation Before Shipment

• Within 48 hours of placing the order:
  10% handling fee (Order Total × 10%)

• After 48 hours of placing the order:
  20% handling fee (Order Total × 20%)

Note: Once an order has shipped, cancellation is no longer possible.

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3. Cancellation After Shipment Begins

We will attempt to intercept the shipment if possible.

• If the interception is successful:
  50% handling fee (Order Total × 50%)

  • Non-refundable shipping costs

• If the interception fails:
  60% handling fee (Order Total × 60%)

  • Non-refundable shipping costs

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4. Failed Delivery Due to Customer Actions

If the delivery fails due to:

• Incorrect contact information provided by the customer

• Customer refusal to accept the delivery

The following fees will apply:
60% handling fee (Order Total × 60%)

• Non-refundable shipping costs

Any other questions please feel free to send an email to support@bemfan.com

14 day DOA product guarantee

If one or more of the items you receive is damaged, different or does not work, you are protected by this guarantee.

What we need from you

1. The order number and item number;

2. A photo or video showing the problem;

3. A photo of the shipping label and original packaging;

We will review your claim and contact you if we need more information; If approved, we will arrange a replacement part or a partial refund for the defective product. We will pay for the defective part through a replacement part or a partial refund of the defective product. If you are very unhappy with this product, please do not hesitate to contact us and our customer service team will provide you with a complete solution.

Where do I send returns?

For the item if you need to return, please contact our customer team before. BEMFAN will not be responsible for returned items without notifying us in advance.

Do I have to return all the components or just the faulty part?

Unless otherwise agreed, you should return the item in its original packaging and all its accessories, such as batteries, cables, chargers, etc. If any component, accessory or spare part is missing, we will ask you to pay for it.

30 Day Conditional Return Policy

If you are unhappy with your purchase and the product is still in mint condition, we can arrange a partial refund, which will cover the price of the item minus delivery charges. If there are no quality or appearance issues with your purchase, but you are still unhappy with it and the product is in mint, unused condition, we can arrange a partial refund. This refund will cover the cost of the item, excluding delivery charges.

If a product is damaged or not working, please refer to our 14 Days Product Guarantee or the warranty of its category. The return package should contain all the accessories of this product, which should still be in good condition.

Note

For the item, if you need a return, please  before. BEMFAN will not be responsible for returned item(s) without notifying us in advance.
If you find yourself in this situation, please do not hesitate to contact us to submit your claim.

Cancellation guarantee

For canceling an order or change an item which has not been processed, please contact us as soon as possible.

If the expected shipping date of your order has already passed and it has not been shipped, you can cancel the order and request a refund, which will automatically return to your payment account within 5 business day.

Orders whose parcels have already been processed can not be canceled. If you are not satisfied with your purchase within 30 days after receiving it, you are protected by our "30 Days Return to Us" guarantee.

⭐Why hasn't my shipping information been updated?

⭐What if I am not at my shipping address?

⭐What if I don't want it because of the customs taxes?