Return & Exchange Policy

1. Physical Products

Orders that have been successfully paid will not be canceled, refunded, returned or exchanged in any form. We only support product exchanges within 03 days from the date the customer successfully receives the item in the manufacturing defects.

For products with defects from the manufacturer, please call the hotline (+84) 783 458 486 or send information to mfan.cs@mmusic.asia from 9:30 to 18:00 on weekdays for support.

Conditions

- The product is unused, with original tags/labels intact and all included accessories (if any)

- An unboxing video clearly showing the package in intact condition upon receipt from the carrier (including protective packaging, box, carrier sealing tape, etc.), and clearly showing the condition of the product before and after unboxing

- An image of the shipping label affixed to the outside of the package

Shipping Fees

- For products with technical defects or products delivered incorrectly compared to the order, MFan will cover the shipping cost

- Customers will bear the shipping cost if the exchange request does not fall under the above reasons.

2. Event Tickets

- Event ticket orders that have been successfully paid will not be canceled, refunded, or exchanged in any form.

- Detailed ticket policies will be announced depending on each specific event.

3. Digital Content Products (membership / VOD / paid content)

General Notes

- Membership packages can be refunded within 7 days from the purchase date, except in the following cases:

• Exclusive members-only content has already been accessed.
• Any membership benefits have been used (for example: ticket priority, event participation).
• More than 7 days have passed since the payment time.

- After this period or once any benefits have been used, the membership will not be refunded or canceled.

- Purchasing and using digital products means that the customer has confirmed access to the content and accepted all related terms and conditions.

Cases eligible for technical support review

In some cases where errors arise from the system (for example: unable to access purchased content due to platform errors), customers can contact the support department via hotline(+84) 783 458 486 (working hours: 9:30 – 18:00, Monday to Friday). Support requests must include:

• Registered account information
• Order code or content access code
• Video/screenshots showing the error (if any)

Conditions for receiving technical support

• The error is not caused by the user intentionally changing devices, browsers, applications, or using the service for improper purposes.
• The issue must be reported within 03 days from the purchase date or the date when access to the content is granted.