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 10 days, please Click here to submit a refund or replacement form within 10 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.
In exceptional case, if you have discussed with our Customer Service Department and obtained our agreement, we will refund the amount you paid for the order to your relevant payment account which you applied to settle the payment or other means as agreed with you (Note: in case you agree to receive the refund via Octopus App, you will receive a notification via your Octopus App and you are required to collect the refund amount via your Octopus App or Octopus Service Points within the specified period). The refund process takes about 2-4 weeks.
*If you do not receive the relevant refund after the deadline, we recommend that you inquire further with the relevant payment platform or card issuer.
*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.
*如您原使用的支付帐户已取消，款项会退回至该平台或发卡银行以安排退款。
For details, please refer: Terms and Conditions
If you discover within 10 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 to learn more about the 10-day refund or replacement guarantee details.
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 10 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 only applies to specified products and does not apply to Xiaomi phones and tablets (including Mi/Redmi/POCO), Apple/BEATS, SmartGo Pokefi, DJI designated products, CM earphones, gift card products, and non-refundable categories of products.
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 lack Fortress purchase receipts.
- Products that have Fortress purchase receipts but lack 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
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.
If the delivery date has exceeded 10 days (within the manufacturer's warranty period), please return the product to the distributor for repair. You can refer to the brand's repair center address for more information.
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.
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.
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.
You can use the Fortress sales receipt to register for the warranty service.