Fortress Product Expert
Answered by product specialists with product information and store enquires.
Returns, Refunds & Warranty
Returns, Refunds & Warranty
If I found missing, defected & wrong items of my order?
When the order arrives, please check and confirm the packaging is in good condition, and the count whether the order quantity matches with the delivery note, then sign back it to our delivery team to confirm acceptance of goods. We shall not be liable for any loss or damage incurred or suffered by the customer as a result of any late delivery.
If you receive a product with defects or errors within 15 days, please submit a refund or replacement form within 15 days after receiving the product. You will need to provide relevant photo proof as evidence to help us understand and address your case. We will acknowledge your request within 3 to 5 working days after receiving the form.
We will not process any claims submitted beyond this claim period.
What is the 15-day return guarantee?
If you discover within 15 days after receiving the product that it does not meet the manufacturing standards, we can arrange for a replacement for you (subject to terms and conditions).
Click here for details about the 15-day refund or replacement guarantee.
What should I do if there is a problem with the product I purchased within 15 days?
If you discover a product quality issue or a non-quality issue within 15 days after receiving your product, please fill in the exchange & refund form to report the issue. Our customer service representative will review your case and arrange a replacement or refund as appropriate.
Does the 15-day return and exchange guarantee apply in all situations?
When you or the designated recipient receive the ordered goods, it is your responsibility to inspect the product for any defects and/or damages and to ensure that all accessories are complete.
If you discover within 15 days after receiving the product that it does not meet the manufacturing standards, we guarantee to replace it with the same model. During the manufacturer's warranty period, you can also enjoy the warranty provided by the distributor and return the product to the manufacturer/distributor for repair.
The replacement or refund of the product must be conducted through the distributor after confirming that the product does not meet the manufacturing standards. Fortress reserves the right to require customers to visit the designated repair center of the distributor for product inspection.
This Policy is only applicable to selected products, and it is not applicable to Daikin, Xiaomi Mobile Phone & Tablet (including Mi/Redmi/POCO), Apple, BEATS, HONOR foldable smartphone, SmartGo Pokefi, DJI selected items, CM earphones, Nintendo , Sony PlayStation, Microsoft Xbox, 3HK products/services, blind box products, gift card products and products under non-refundable category.
This policy does not apply to:
- Products that have been registered for warranty on the supplier's or distributor's website.
- Products that have been repaired.
- Products that without Fortress purchase receipts.
- Products that have Fortress purchase receipts but without the actual product.
- Products that are requested for exchange or refund based on personal preference.
If the product falls under a non-refundable category, we will not accept customer refund requests.
For details, please refer: Terms and Conditions
How long will it take to receive my refund after submitting a refund request?
Internal refund processing for online orders will generally be completed within 3 working days. The actual time for the refund to be credited depends on the card issuer or relevant payment platform. For in-store orders, the refund arrangement is subject to the response from the store staff.
*If the payment account you originally used has been cancelled, the funds will be returned to the platform or the card-issuing bank for refund arrangement.
For details, please refer: Terms and Conditions
Refund Settlement Time by Payment Method (Timeframes are approximate; actual processing may vary by issuing bank or payment platform)
Visa / Mastercard: Usually 3–7 business days
Apple Pay: Usually 3–10 business days
PayMe: Usually 2–3 business days
Octopus: Usually 1–3 business days
American Express: Usually 10 business days
WeChat Pay: Usually 1 business day
Alipay: Usually 1 business day
When returning an item, how should the customer handle any free gifts that were received with the original purchase?
If we agree to arrange a return or refund for your primary product, all gift items must be returned together with the returned products. Otherwise, the retail value of the gift item would be deducted from the refund.
What should I do if my product needs repair after the 15-day return period?
If the delivery date has exceeded 15 days (within the manufacturer's warranty period), please return the product to the distributor for repair. You can refer to the Brand Service Centre for more information.
For warranties provided by the agent, if the expiry date is incorrect, how can the customer contact the distributor to have the date amended?
Generally, the distributor will calculate the manufacturer's warranty period starting from the sales date on the sales document. You can register the warranty matter with the distributor using the sales document.
Can Fortress act on the customer's behalf to contact the distributor and arrange for the electronic item to be inspected?
Since the inquiry would require you to provide your personal information, and the distributor will need to schedule a home inspection appointment with you, we suggest the customer contacts the distributor directly to arrange these matters.
Why might my product not be covered under warranty after inspection by the distributor, even within the warranty period?
Generally, if the distributor's technician determines that the product has been damaged by human factors, natural wear and tear, or environmental issues, it may not be covered under the warranty. You can inquire with the individual distributors for more details.
If the warranty card has been lost and cannot be returned, how can the warranty service be carried out?
You can use the Fortress sales receipt to register for the warranty service.
What extended warranty plans are available if I want to extend my product protection?
FORTRESS Extended Warranty service serves as an extension of the manufacturer’s warranty for mechanical or electrical breakdown of the Product with 1 - 4 years extended warranty options. We offer four types of plans:
1. Basic Extended Warranty Service (retail store exclusive) : Repair Balance up to 125% of product’s purchase price, option to repair / replace etc.
2. Premium Extended Warranty Service (retail store exclusive) : Unlimited repair costs, Additional service coverage, Battery replacement, Trade in benefit and door-to-door collection/delivery service etc.
3. Overseas Basic Extended Warranty (retail store exclusive): Repair Balance up to 125% of product’s purchase price, only available for selected brands laptop's manufacturer’s warranty services in the UK, USA, Australia and Canada.
4. Easy Replacement Service: if your product has electrical or mechanical breakdown, you can directly replace your product, or pay the difference to upgrade to a higher‑end model in same product category, replacement value is limited to 70% of the purchase price of product.
Can I purchase the Extended Warranty plan after buying the product?
Different types of Extended Warranty plans come with different purchase periods:
1. Within 180 days upon products purchased
Basic, Premium and Overseas Basic Extended Warranty Service
2. Within 30 days upon products purchased
Easy Replacement Service
You can visit any FORTRESS retail store or FORTRESS website to apply Extended Warranty plans.
How can I apply for the Extened Warranty?
You can apply for the Extended Warranty through several channels below,
1. Complete the Extended Warranty Application Form on the Fortress Extended Warranty page (We will respond to your application within three working days.)
2. Contact Chat & Buy for assistance
3. Contact the dedicated phone or email listed on your sales memo
4. Visit any Fortress store for in‑person support