Fortress Product Expert
Answered by product specialists with product information and store enquires.
Exchange & Refund
30-day money back guarantee policy
If the product has (A) Quality Issue or (B) Non-Quality Issue within 30 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.
#LCD/OLED displays are high‑precision electronic products. Each screen is composed of millions of pixels, and during the manufacturing process, a small number of pixels that cannot change color may occur. This is considered within normal manufacturing tolerance. Under normal viewing conditions, such pixels are generally not noticeable. All display products sold by Fortress follow the technical specifications and after‑sales arrangements set by the brand agents, in accordance with internationally recognized standards.
#If pixel issues are identified within the specified period after purchase and exceed the threshold defined by the brand, customers may apply for replacement or warranty service in accordance with the relevant terms and conditions.
#If the issue does not meet the specified threshold, it is generally not regarded as a product defect.
The application methods for each product category are as follows:
Small & Digital Appliance
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.
How to refund or exchange?
Bring your invoice and product to FTR
Inspect The product
Refund or exchange
Large Appliance
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.
How to refund or exchange?
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 30 days you receive your order
After 30 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.