Return Policy for Made-to-Order Products
A made-to-order product is specifically handcrafted for you, and we cannot offer any return after you place an order. However, in the rare event that the item will arrive damaged or with substantial differences from what is described on the product listing, we will offer a full refund or replacement based on your preference (see “Damages and issues” section).
Order Amendment for Made-to-Order Products
The production of a Made-to-Order product starts shortly after you place the order via our online store. Therefore, if you need to amend an order, you’ll need to communicate your request as soon as possible by contacting us at email@example.com. Please note, we cannot guarantee that we’ll be able to accept your order amendment, but we’ll do everything we can to do so, also based on your specific request and timing.
Return Policy for In-Stock Products
For in-stock products, we have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note that we apply a 5% restocking fee to all returns of in-stock products. 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 firstname.lastname@example.org.
If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package.
You are responsible for paying for any return shipping charges, and you will not be reimbursed for any previous charges related to shipping, customs duties, and taxes.
Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at email@example.com.
Damages and issues
Please inspect your order within reception and contact us immediately (no later than 48 hours after receiving the item) at firstname.lastname@example.org if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right. Once you report an issue with your order, we will provide specific instructions on returning the damaged item.
Refund or replacement process
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not.
If the refund is not approved after our examination, you can still choose to have the product delivered back to you at your expense.
Fondamenta is not responsible for any damage (including if the item is lost, stolen, or mishandled) occurring during the return process.
If approved, you’ll be automatically refunded on your original payment method within 14 business days. Also, we will ship the item back to you free of charge. Please remember that it can take some time for your bank or credit card company to process and post the refund too.
Please note that we reserve the right to update these terms from time to time. It’s your responsibility to review them at the purchase.