Returns, Exchanges & Refunds
At FITOOR, we want you to feel confident about your purchase. Please review the following policy before placing an order.
1. Return and Exchange Window
Eligible items may be requested for return or exchange within [7 or 14 calendar days] of delivery.
Customers must contact FITOOR within this period and follow the return instructions provided by our support team.
The applicable return window and conditions will be displayed clearly before purchase.
2. Eligibility Requirements
To qualify for a return or exchange, an item must generally be:
- Unworn, unwashed, and unused.
- Free from stains, perfume, makeup marks, damage, or alterations.
- Returned with its original tags and labels attached.
- Accompanied by its original packaging, where reasonably available.
- Supported by valid proof of purchase or order details.
Items that do not meet the applicable conditions may be refused for return or exchange, subject
to applicable consumer protection laws.
3. Non-Returnable Items
Unless an item is defective, incorrectly supplied, or otherwise covered by applicable law, the
following may be excluded from change-of-mind returns:
- Items explicitly marked as final sale.
- Customized or altered garments.
- Underwear and other intimate apparel where hygiene considerations apply.
- Gift cards.
Hygiene-related exclusions do not remove any rights a customer may have in relation to defective, damaged, or incorrectly supplied goods.
4. Damaged, Defective, or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact FITOOR as soon as possible after delivery.
Include your order number, a description of the issue, and clear photographs where appropriate.
We will review the issue and determine a suitable resolution in accordance with our policy and applicable law. This may include a replacement, exchange, repair, or refund, depending on the circumstances.
5. Exchange Policy
Exchanges are subject to stock availability.
If your requested size or item is unavailable, our customer support team will explain the available alternatives.
Items must meet the applicable return conditions unless the exchange is required because of a defect or an error by FITOOR.
6. Refund Process
Once a returned item has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will generally be processed within [5–10 business days], subject to the payment provider and banking process.
Refunds for prepaid orders will ordinarily be made to the original payment method where possible.
For Cash on Delivery orders, our support team will confirm the refund method and any information required to complete the refund securely.
The time taken for the funds to appear in your account may vary by bank or payment provider.
7. Return Shipping Costs
For eligible change-of-mind returns or exchanges, the customer will be responsible for return shipping charges unless FITOOR states otherwise.
If the return is due to a confirmed defect, damaged item, or fulfillment error attributable to FITOOR, we will communicate the appropriate return shipping arrangement.
Nothing in this policy is intended to limit rights that cannot lawfully be excluded.
8. How to Request a Return or Exchange
To begin a return or exchange:
- Contact us using the customer support details provided on our website.
- Share your order number and the reason for your request.
- Wait for instructions and confirmation from our support team.
- Package the eligible item securely and follow the return instructions provided.
Please do not send items to an address that has not been confirmed by FITOOR.
