Refund & Replacement Policy – Defective Product Returns Only
Fortucase is a dedicated team committed to providing reliable products and professional service.
We continuously improve our production processes and quality control to ensure that every customer receives high-quality items as described.
Although we strive for accuracy and perfection, occasional mistakes may occur.
If you receive a defective, damaged, or incorrect product, please contact us immediately so we can assist you promptly.
You can reach us at [email protected] for support.
Eligible returns and replacements
We accept returns or replacements only for defective, damaged, or incorrect items.
If your item falls under these conditions, we will gladly resolve the issue by offering a replacement or full refund.
Eligible cases include:
-
The product is defective, damaged, or not functioning properly upon arrival.
-
The product is different from the description or not what you ordered.
-
A size or design mismatch caused by our production or fulfillment error.
-
Missing items or lost shipments confirmed by the carrier.
Return shipping
-
All approved defective or incorrect item returns are free of charge.
-
We will provide a prepaid return label via email, or reimburse your shipping cost upon receipt of proof.
-
Customers are not responsible for any return postage when the return is due to our mistake.
What’s not covered
The following cases are not eligible for refund or replacement:
-
Requests for non-defective products (change of mind, dislike, wrong model ordered).
-
Items used, washed, worn, or soiled.
-
Damage caused by misuse or poor handling after delivery.
-
Products marked as final sale or purchased during special promotions.
Product condition for approved returns
Returned items must include original packaging and accessories.
Items that show significant signs of wear, dirt, or damage unrelated to manufacturing defects will not qualify for return or exchange.
Cancellations
Because each item is made to order:
-
You may cancel before production starts free of charge.
-
If production has begun, a $4 cancellation fee per item may apply.
-
This fee does not apply when the issue is due to our mistake (defect, wrong item).
Refund process
-
Processing time: 3–5 business days after refund approval.
-
Refund method: Original payment method.
-
Bank posting: 5–10 business days, depending on your payment provider.
-
Original shipping fees: Non-refundable, except for defective or incorrect shipments.
If you do not see your refund after this period, please contact your bank or payment provider.
For further assistance, email [email protected].
Contact
For any inquiries regarding returns, exchanges, or cancellations,
please contact us [here] or by email at [email protected].
We respond within 24 hours, Monday to Friday.