Refund policy

Return and Refund Policy

This policy explains when and how money is refunded for purchases made on ch.afnan.com. The conditions for returning or exchanging a product are set out in the Exchange, Withdrawal and Returns Policy.

1. When a refund applies

•Withdrawal: within 10 calendar days of receipt, with the product sealed and unused (see the Exchange, Withdrawal and Returns Policy).

•Defective product: when the customer chooses a refund within the 6-month legal warranty period.

•Order error: when a product different from the one purchased was shipped and the customer prefers a refund.

•Out of stock: when, after the purchase, a product is not available.

•Cancelled or voided order: when the order is cancelled before shipping (see section 2), or when the company voids it because of an obvious pricing error or false or incomplete information.

2. Cancelling an order

The customer may cancel their order as long as it has not been shipped. To do so, they must contact us by submitting a ticket at support.afnan.com, stating their order number. If the order has already been handed over to the courier, it cannot be cancelled; in that case, the customer may exercise the right of withdrawal once the product is received.

3. What is refunded

•Withdrawal: the amount paid for the products is refunded. The shipping cost is not refunded.

•Defect, order error, out of stock, or cancellation before shipping: the full amount paid is refunded, including shipping.

4. Refund timeframe and method

The refund is made within up to 5 business days, using the same payment method used for the purchase. For returns, this period starts once the product arrives at our warehouse and has been inspected. For cancellations and out-of-stock items, it starts once the cancellation is confirmed.

The time it takes for the money to appear in the customer's account or card depends on their bank or card issuer.

•Payments made with Flow: if the payment cannot be reversed to the same method, Flow will contact the customer by email so they can accept the refund and enter their bank details. The customer will have 10 calendar days to respond; if they do not, the refund will be cancelled and they will need to request it again.

•Payments made with Webpay (when available on the Site): the refund is processed as a void or reversal to the same credit or debit card used for the purchase.

5. Contact

For any questions about a refund, the customer can contact us by submitting a ticket at support.afnan.com. Customer service hours: Monday to Friday, 09:00 to 17:00. Closed on Saturdays, Sundays and public holidays.

Last updated: October 23, 2026