Shipping & Returns

General Terms:
Fortress Finery reserves the right to update the rules when necessary, and the updated version will be published on www.fortressfinery.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Fortress Finery immediately. All buyers are deemed to accept the rules if they are using the services provided by Fortress Finery. Fortress Finery's policy shall prevail.

For after-sales issues, buyers should file a return and refund request within 25 days of the delivery date. If the period for Return and Refund request is exceeded, Fortress Finery reserves the right not to provide any after-sales service after that time.

Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Fortress Finery via www.fortressfinery.com/contact-us.

If Fortress Finery cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, Fortress Finery has the right to cancel and refund the order.

If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Fortress Finery has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged or broken goods. Fortress Finery should refund the buyer when the return shows as in transit on the logistic website with the prepaid return label.

Fortress Finery shall not accept after-sale request for non-defective remorse returns and has the right to accept or reject the request. Fortress Finery will abide by the policy under this condition.

If Fortress Finery accepts the after-sale request for the reason type of non-defective remorse returns and requires deducting a restocking and repacking fee, under Fortress Finery's policy restriction, the restocking and repacking fee in total deducted shall not exceed 35% of order total price.

Fortress Finery shall not require a warranty, like whether to provide a warranty or not, or the way of warranty handling with.

Fortress Finery shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on the policy, agree on refund or redelivery between Fortress Finery and buyer or others, Fortress Finery must refund not more than 3 business days, or redelivery not more than 5 business days.

Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Fortress Finery. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Fortress Finery has the right to reject the return and refund request.

Fortress Finery will evaluate the evidence based on different conditions.

1. Refund Request Timing
   The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).

Return and Refund Type – Fortress Finery Rules

For Unshipped Orders
The Return and Refund request is made after the stated processing time. Fortress Finery will refund the order. The Return and Refund request is made within the stated processing time. Fortress Finery has 3 business days to process the request after the buyer submits it. If Fortress Finery fails to process (accept or reject) the refund request within 3 business days, Fortress Finery will refund the order.

Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.

For Shipped Orders
The Return and Refund request is made after the order has been shipped. Fortress Finery has 10 business days to process the request after the buyer submits it. If Fortress Finery fails to process (accept or reject) the refund request within 10 business days, Fortress Finery will refund the order.

2. Goods Returned in Transit
   If the package is sent back to Fortress Finery during transit for any reason, and the buyer applies for a refund, Fortress Finery should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Fortress Finery should begin redelivery within 5 business days of the request date.

3. Goods Destroyed in Transit
   If the package or goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Fortress Finery should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request.

The following steps must be followed when creating this type of request:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the email or dispute received including name, date, and content.
c. The products need to be returned to Fortress Finery if our Dispute Team asks for a return in Disputes.

Except for the important interpretation, Fortress Finery will make a refund, resend, or accept the return for any of the following cases:

3.1 Orders Delayed
Orders are lacking tracking information, in transit pending, expired 60 days after orders departed from Fortress Finery warehouse. The following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders depart from Fortress Finery warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Fortress Finery warehouse due to the strict customs clearance at Brazil.
c. For Fortress Finery Packet Liquid Line to all countries, Fortress Finery will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Fortress Finery warehouse.
d. For some special shipping methods, Fortress Finery cannot deal with your disputes.

Notes:
Sometimes, the order arrives at the nearest post office to the buyer and makes it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self-pick-up cabinets, which may lead to packages being long overdue.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Fortress Finery will try to verify the real situation, which could take 1-2 months, with no guarantee of a positive result.

3.2 Orders Not Received
Fortress Finery will not deal with the refund or resend if the tracking information shows the order is delivered.

a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alerts include: incorrect or insufficient address, no such number, unknown recipient, refused, do not pick up in time, no safe delivery location, uncleared customs, others.

Notes:
a. If the order is returned due to non-collection, Fortress Finery is not responsible for any product loss.
b. If logistics allows return to China, Fortress Finery will store the item and no refund will be given.
c. No refund or resend will be issued for undelivered orders or packages destroyed by logistics companies unless properly processed.

3.3 Products Damaged
Fortress Finery offers a full refund or a replacement if the package arrives severely damaged.
Partial refund or replacement for minor damage.
No refund for damaged packaging boxes due to international shipping.

3.4 Incorrect or Missing Products
Fortress Finery will offer a refund or replacement for incorrect or missing items based on photo proof or dispute evidence.

4. Wrong Receipt Information
   If the buyer puts incorrect receipt info, they must contact Fortress Finery to try to update the order. If the order is shipped, it's the buyer's responsibility to contact the courier. Any returns must be in good condition for a refund or redelivery. Buyer pays for redelivery.

5. Defective Products
   If the buyer receives defective goods, they must submit a refund or redelivery request with photo or video proof. Fortress Finery will review within 3 business days. If the evidence is unclear, the request may be rejected.