REFUND, EXCHANGE, & RETURN POLICY

 

[ SECTION A ]  WHEN CAN I FILE DISPUTE?

1. You should file a dispute within 24-48 hours from the time that the order has been received (delivered item) or tagged as “Delivered” on the courier's website (for not delivered item). Or else, the dispute portal will be closed and we won’t be able to file it anymore. Please see the dispute process at the bottom of the page, section H.

 

[ SECTION B ]  VALID REFUND OR EXCHANGE :

1. NEVER DELIVERED

  • Due to the loss of items during shipment. 
  • Complied with the applicable dispute requirements.

 

2. MISSING ITEM

  • Complied with the applicable dispute requirements.

 

3. INCORRECT ITEM 

  • Complied with the applicable dispute requirements.

 

4. DAMAGED ITEM 

  • Complied with the applicable dispute requirements.

 

5. DEFECTIVE ITEM 

  • Complied with the applicable dispute requirements.

 

6. CANCELED ORDER (replacement is not applicable) 

 

7. LATE / DELAYED DELIVERY (replacement is not applicable) 

  • If the item has been shipped more than the estimated time frame given (see Shipping & Order Cancellation Policy), then yes, we can refund. Take note that the shipping and delivery date is different. The delivery date is something that we don’t have control of because it is being handled by the courier right after we ship the item.

 

[ SECTION C ]  INVALID REFUNDS AND EXCHANGE:

1. NEVER DELIVERED

  • When you will be asked to pick it up at the nearest office due to incorrect address or phone number provided, but you won't be able to pick it up or you don't want to pick it up.
  • When you will be asked to pick it up to the nearest office due to unavoidable circumstances like strict compliance on checkpoints due to pandemic or other obstructing events that courier cannot do anything legally to overcome the impediments, but you won't be able to pick it up or you don't want to pick it up.
  • When you will be asked to pick it up at the nearest office because the address doesn’t accept Doorstep Delivery, but you won't be able to pick it up or you don't want to pick it up.

 

2. LATE / DELAYED DELIVERY

  • If it’s still within the estimated time-frame of shipment (see Shipping & Order Cancellation Policy), no refund or replacement will be processed, because the delivery date will depend on the courier. We would love to deliver it immediately, however, we don’t have any control over it. We only control the shipment timeline and processing.

 

3. UNWANTED PRODUCTS

  • No refunds or exchange for unwanted products. What you see is what you get. The description of the products depicts exactly what’s in it and how it’s looked like. If there’s a dispute with the description, please contact us at support@fitadoras.com. For the images discrepancy, you may check our Terms of Service , SECTION 5 - PRODUCTS OR SERVICES for clarification.

 

4. NON-COMPLIANCE OF THE DISPUTE REQUIREMENTS.

  • Everything must be done in place to avoid any confusion and denial of the request. We don’t want to make it difficult for you, however, we want to implement a win-win situation. A justifiable proof can ease every one of us from undergoing severe investigation of the event and can expedite the process.

 

[ SECTION D ]  HOW IS THE REFUND BEING PROCESSED?

1. Once you have sent your dispute together with the dispute requirements written below, our Fulfillment Team will do an investigation and will be done usually in not more than 24 hours but may vary from every situation. Once the investigation has been done, we will send you an email notification of the results. From there, we will execute the resolution that aligns with the outcome of their investigation.

 

[ SECTION E ]  HOW MANY DAYS BEFORE I CAN GET THE REFUND?

2. Once the dispute has been proven valid, then we will process the refund within 3-5 business days. The reflection of the amount on your bank account or whatever payment method you have used may depend on your financial institution. So after 3-5 business days, please check your bank account/PayPal if the funds have already been reflected, If not, please reach out to the bank/PayPal because the last touch will be handled by them. But we won’t let you do it yourself alone. We always got your back. If you’ve done all of this and you still have not received your refund yet, please contact us at support@fitadoras.com.

 

[ SECTION F ]  HOW IS THE EXCHANGE BEING PROCESSED?

1. Fitadoras loves to call it replacement instead of an exchange. Normally, exchanging & returning of goods from different companies happens when we buy something and it’s damaged, defective, or the item is incorrectly delivered. In those cases, you need to return the broken one to their warehouse and will wait until the company receives your damaged item, and then, they will decide if you will get a replacement or not. With Fitadoras, we don’t ask for returns, but we process the replacement. Why? Because returning your item is another hassle for you (effort and time are wasted). You already waited for the unpleasant status of your first order, so we won’t make it worse for you, but instead, you can just comply with our dispute requirements below. And like refunds, once it has been proven as a valid dispute by our Fulfillment Team, we will send you the new item and just throw the damaged item away.

 

[ SECTION G ]  HOW MANY DAYS BEFORE I CAN GET THE REPLACEMENT OF MY ITEM?

1. Once the dispute has been proven as valid, then we will process the exchange right away with the same timeline as the first order at no cost to you. The same rules apply.

 

[ SECTION H ]  DISPUTE PROCESS & REQUIREMENTS:

  1. Email us using your email address that has been used for your order.

  2. Attach the pictures of the affected items (not applicable for missing or never delivered items).

  3. Attach Screenshot of the receipt or proof of purchase (not applicable for missing or never delivered items).

  4. Explained the details of the dispute.

  5. Indicate whether you want a replacement or a refund.

  6. Send your email at support@fitadoras.com with the subject "ITEM DISPUTE".