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 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.
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 to learn more about the 15-day refund or replacement guarantee details.
If you discover a product quality issue or a non-quality issue within 15 days after receiving your product, please click here to fill out the form to report it to us. Our customer service representative will review your case and arrange a replacement or refund as appropriate.
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 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
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.
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 15 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.
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 catergory, replacement value is limited to 70% of the purchase price of product.
For full details of our Extended Warranty services, please visit: https://www.fortress.com.hk/en/service/extended-warranty
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 retial store or FORTRESS website to apply Extended Warranty plans.
For more details, please visit: https://www.fortress.com.hk/en/service/extended-warranty
You can apply for the Extended Warranty through several channels below,
1. Complete the 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
For more details, please visit: https://www.fortress.com.hk/en/service/extended-warranty