If the quality of the product does not meet the manufacturer’s standards within 10 days after receiving it, we guarantee to arrange a refund or exchange*
*not applicable to Xiaomi Mobile Phone & Tablet (including Mi/Redmi/POCO) /Apple/BEATS/HONOR magic V2/SmartGo Pokefi/DJI selected items, CM earphones, gift card products, and products under non-refundable category Exchange & Refund policy
If product is under the manufacturer’s warranty period, you need to return the product to the dealer for repair.
Check Brand Service Centres
If there is any product issue, please bring along the product to any Fortress store for further inspection#. If the product is confirmed to fail to meet the manufacturer’s standards, we will check current stock availability to offer an exchange or refund^ Small & Digital Appliance List
Find Fortress Store
Bring your invoice and product to FTR
Inspect The product
Refund or exchange
#Packing, accessories, user guide, blank warranty card, and gift items should be returned together with the product in good condition for exchange or refund. ^If we are unable to define whether the product fails to meet the manufacturer’s standards, you are advised to contact the authorized dealer for further inspection. You may email the inspection report to us for further handling.
If you find below product issues, please follow the instruction: Large Appliance list
- Product fails to turn on/off
- Product fails to charge
- Product screen has dead spots/dead pixels
- Other product functions or quality issues
- Product packaging is damaged/cracked/dented/stained
- Product is damaged/has loose parts
- Missing accessories
Complete the declaration form
We will review the submitted information
Our customer service representative will notify you of the result and make further arrangements
It applies for 10 days from the day you receive the goods. If there is any problem with the product, please contact us within 10 days. After 10 days, the product will be under the manufacturer’s warranty period and you need to return the product to the dealer for repair.
If the product is confirmed to fail to meet the manufacturer’s standards, we can arrange an exchange or refund, except for specified products, such as Xiaomi Mobile Phone & Tablet (including Mi/Redmi/POCO) /Apple/BEATS/HONOR magic V2/SmartGo Pokefi/DJI selected items, CM earphones, gift card products, and products under non-refundable category. You may need to contact the supplier for further arrangement.
Large Appliance (Product Category Reference List): Please contact the dealer to arrange a product inspection and provide us with the inspection report for our further handling.
If the dealer fails to arrange an on-site inspection within 10 days, please fill in the issue report to inform us first. A confirmation email with case number will be sent to you within 2 working days upon the issue report submitted and you can reply the confirmation email with the inspection report to us for further handling afterward.
Sorry, unless the product is confirmed to fail to meet the manufacturer’s standard, we can’t arrange an exchange or refund.
Large Appliance(Product Category Reference List): Our customer service representative will arrange to pick up the faulty product and deliver a new one.
You have to exchange the same model. If the same model is out of stock, we will arrange a refund.