Exchange & Refund
15-day money back guarantee policy
If the product has (A) Quality Issue or (B) Non-Quality Issue within 15 days from your receipt of the order, please report to us by following steps. Our customer service representative will arrange an exchange or refund for you based on the circumstances.
(A) Quality Issue
If the product has any of the following issue, we guarantee to exchange with the same product.*Exchange or refunded goods must be inspected by Fortress or our authorized dealer to confirm the product fails to meet manufacturer's standards.
• Product function or quality: Product fails to turn on/off, product fails to charge、product screen has dead spots/dead pixels or other product functions or quality issues
• Product packaging or appearance: Product packaging is damaged/cracked/dented/ stained, product is damaged/has loose parts, the main part of the product is missing or other accessories are not complete
*This policy applies only to designated products, and it is not applicable to Daikin, Xiaomi, Redmi, Mijia, POCO, DJI, Norton, Avast, Steam Deck, Simply Way, Dr Bei, Apple, BEATS, SmartGo Pokefi, Nintendo, Rode, and products/services provided by 3HK. As well as the following specified products: Microsoft software and game consoles, Sony game consoles and accessories, Honor foldable phones, Microsoft Xbox, blind box products, gift card products, parallel-imported products, customized products, and products in non-refundable categories.。
The application methods for each product category are as follows:
Please follow these steps to 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.
Bring your invoice and product to FTR
Inspect The product
Refund or exchange
Please follow the steps below to submit your application, and we will arrange supplier on-site inspection for you. 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.
Complete the declaration form
We will review the submitted information
Our customer service representative will notify you of the result and make further arrangements
Click here to report Product function or quality | Click here to report Product packaging or appearance
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.
(B)Non-Quality Issue
If you find any of the following issue after receiving your order, please report to us. Our customer service representative will arrange for an exchange or reshipment as appropriate.
• Product model/colour is wrong
• Product quantity is wrong
• Missing product
After 15 days you receive your order
After 15 days you receive your order, the product will be under the manufacturer’s warranty period and you need to return the product to the manufacturer/dealer for repair.
It applies for 15 days from the day you receive the goods. If there is any problem with the product, please contact us within 15 days. After 15 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) /Daikin/Apple/BEATS/HONOR magic V2/SmartGo Pokefi/Ledger/HoverAir/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 15 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.