1. Eligibility for Returns
1.1 Returns are accepted only for items that are defective, damaged, or incorrect upon delivery.
1.2 Items must be returned within 7 days of receiving your order.
1.3 To be eligible for a return, the item must meet the following conditions:
• It is unused and in the same condition that you received it.
• It is in its original packaging with all tags and labels attached.
• Proof of purchase (order confirmation or receipt) is provided.
2. Non-Returnable Items
The following items are not eligible for return or refund:
• Items purchased during clearance or promotional sales (except for defective items).
• Gift cards or vouchers.
• Items that show signs of wear, damage, or use not related to manufacturing defects.
3. How to Initiate a Return
3.1 To start a return, please email [email protected] with the following details:
• Your name and contact information.
• Order number.
• Reason for the return, including a description of the defect or damage.
• Photos of the item showing the defect or damage, if applicable.
3.2 Once your return request is reviewed, we will notify you of the approval or rejection of your request via email.
3.3 If approved, we will provide instructions on how and where to send your item.
4. Shipping for Returns
4.1 Customers are responsible for the cost of shipping the item back to Fortis Pavilion unless the item is defective or the return is due to our error.
4.2 We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.
4.3 If the item is deemed defective or incorrect after inspection, shipping costs will be reimbursed.
5. Refunds
5.1 Once we receive and inspect your returned item, we will notify you via email regarding the status of your refund.
5.2 If the return is approved, the refund will be processed to your original payment method within 14 business days.
5.3 Shipping fees paid during the initial purchase are non-refundable unless the return is due to a defect or error on our part.
6. Exchanges
6.1 Exchanges are allowed only for defective or damaged items.
6.2 If you wish to exchange an item, please email [email protected] to arrange for the replacement of the defective product.
6.3 Exchanges are subject to product availability.
7. Late or Missing Refunds
7.1 If you haven’t received a refund within the stated timeframe:
• First, check with your bank or credit card provider, as processing times may vary.
• Then contact us at [email protected] if the issue persists.
8. Return and Refund Policy for Preorders
8.1 Preordered items are eligible for returns and refunds only if they are defective or incorrect upon delivery.
8.2 Refunds for canceled preorders must be requested within 48 hours of the order being placed. After this period, cancellations and refunds may not be possible.
9. Contact Information
For assistance with returns and refunds, please contact us at:
Email: [email protected]