Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at [email protected]. We maintain offices across the globe, including in the United States, China, Hong Kong, and Germany, to better serve our international clientele. Should you require a comprehensive return address, our dedicated support team is readily available to assist you. Simply reach out to them, and they will promptly provide you with the full return address details tailored to your specific location, ensuring a smooth and hassle-free return process.

If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We maintain several return addresses across North America to facilitate the return process for our customers. Prior to initiating a return, all customers are kindly requested to get in touch with us. This allows us to engage in a thorough discussion regarding the return plan tailored to your specific situation. We are committed to keeping our customers well-informed about the return process, ensuring a seamless and efficient experience.

Please note that shipping costs are non-refundable if we have fulfilled our delivery obligations, but refunds are available if the package is not shipped.

For any return/exchange issues, you can contact us at [email protected].

RETURN AND EXCHANGE CONDITIONS

Customers are entitled to a refund for returns in the following cases:

• The product is damaged due to quality problems or transportation.
• The item has not been used and Forteco 30-day return policy applies
• Any item returned to sender undelivered.
• Any item not delivered within 90 days.

All of the above are eligible for a full refund and replacement. We bear all costs for the above issues and guarantee 100% return/refund.

We encourage customers to ask for more product details as much as possible to ensure accurate shopping, improve customer satisfaction and reduce unnecessary losses.

Please check your order upon receipt and if the item is defective, damaged or received the wrong item, please contact us immediately so we can assess the problem and correct it.

Merchandise is in the condition as received by the customer, all parts of the product and original product packaging and manuals are included in the return. Items requiring assembly should be returned unassembled.

Please note that the following questions do not apply to return refunds:

1. Products that do not meet the 30-day return policy.

2. Purchases over $2500 (including $2500),

3. Customized products made according to customer's wishes.

4. Misunderstanding of product listing despite clear indication of non-discounted items.

5. For items not eligible for return refunds, you will be responsible for your own return shipping costs. Shipping charges are non-refundable. And we will deduct up to 70% of the cost + service fee of your refund amount.

We do not accept any unregistered packages, any unregistered packages will be rejected.

ORDER CANCELLATION

You can cancel your order within 12 hours of your order confirmation. After this time, we cannot cancel your order. 

RETURN POLICY

Our policy lasts 30 days. If 30 days have gone by since you have received your item according to your tracking number, unfortunately, we can’t offer you a refund or exchange. You must reach out with an inquiry within this time window to be eligible for a return or exchange.

OUR RETURN PROCESS

Step 1: Read our Return Policy above to determine if your order is eligible for a refund/return.

Step 2: Submit an inquiry via [email protected], including your reason for the return.

Step 3: We'll confirm the refund amount you're eligible for based on the reason for your return and the items in your order.

Step 4: We provide return address and shipping label instructions. If you do not follow our instructions, we will not be able to issue you a refund.

Step 5: You ship the item at your own expense. We do not cover return shipping or provide prepaid labels. Please print your order confirmation email and include it in the return package.

Step 6: Notify us by email that you have sent a return and provide us with your tracking number.

Step 7: We will process your return within 1-3 business days of receiving your returned item.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

ERUOPEAN UNION 14 DAY COOLING OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

REFUND (IF APPLICABLE)

If you are approved, your refund will be processed and a credit limit will be automatically applied to your credit card or original payment method within a certain number of days.

The time it takes for the refund to arrive usually depends on your bank's processing speed, which usually takes 7-14 business days.

If you need to obtain more accurate information and assistance, it is recommended that you contact your bank or credit card issuer in time to obtain more accurate information and assistance. Usually, they can help you check the status of your refund and give you an estimate of when it will arrive.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.