Refund policy

Return & Refund Policy

This Return / Refund Policy is part of our Terms of Service ("Terms") and should therefore be read alongside our Terms of Service Policy.

1. When You Can Return or Request a Refund

  • You must submit a refund or replacement request within 30 days of the delivery date of your Fuenza product.
  • Proof of purchase (order confirmation, transaction number, or receipt) is required.

2. Return Shipping – Customer Responsibility

  • Return shipping costs are the responsibility of the customer, unless the return is approved due to damage, defect, or shipping error.
  • To initiate a return, please contact us via our Return Center or email info@fuenza.com with your order details.

3. Worry‑Free Delivery Insurance (Recommended)

  • At checkout, we offer an optional “Worry‑Free Delivery” insurance add‑on.
  • This coverage protects you against loss, damage, or delay of your shipment.
  • We strongly encourage customers to select this insurance in the cart to ensure peace of mind.
  • Verification of this option can be seen in your shopping cart on www.fuenza.com.

4. Damaged, Defective or Incorrect Items

  • If you receive a product that is damaged, defective, or incorrect, please email photos and a description within 7 days of delivery to info@fuenza.com.
  • We will cover return shipping in such cases, and provide either a free replacement or a full refund, at your choice.

5. Restocking Fee

  • For all returned items accepted under normal (non-defect) returns, a 5% restocking fee will be deducted from your refund to cover handling and repackaging costs.
  • Example: If the item price is $100, your refund will be $95 (minus original shipping, if applicable).

6. How to Request a Return or Refund

  1. State whether you want a refund or a replacement.
  2. Provide your order number/receipt ID.
  3. Include the purchase date.
  4. Attach a description of the issue and supporting photo(s), if applicable.
  5. Await our review — we will respond within 5 business days.

7. Return Process for Regular Returns

  • If your refund or replacement is approved, you may ship the item back using your preferred carrier.
  • Remember: you are responsible for return shipping costs, and a 5% restocking fee applies.
  • A prepaid label may be provided only if the return is due to our error or product defect.

8. Environmental Consideration Option

  • If a replacement is approved for non-defect reasons, you are not required to return the original item; we aim to reduce waste and inconvenience.

9. Refund Timing

·         Inspection & Approval
After we receive your returned item, we will inspect it on a case-by-case basis to ensure it meets our return criteria.
You will be notified by email within 5 business days of receipt whether your refund or replacement has been approved or denied.

·         Refund Timing
If approved, the refund will be processed to your original payment method within 10 business days. Please remember it may take 1–2 billing cycles for your bank or credit card company to post the refund.
If you do not see your refund within 15 business days after approval, please contact us at info@fuenza.com.

10. Exchanges

  • We do not process direct exchanges.
  • To get a different size, color, or style, request a return and place a new order.

11. Non‑Returnable Items

The following items cannot be returned or refunded, unless defective or incorrect:

  • Perishable or hygienic goods (e.g., personal care items)
  • Custom or personalized items
  • Sale, clearance, or final‑sale items
  • Gift cards
  • Hazardous materials (e.g., flammable/pressurized products)

12. Missing, Lost, or Damaged in Transit

  • With Worry‑Free Delivery insurance, you are covered for lost or damaged shipments—claims will be handled through the insurance provider.
  • Without insurance, Fuenza does not assume responsibility for items lost in transit under standard shipping; in such cases, please contact the carrier directly.