This Return, Refund and Exchange Policy applies to all purchases made from Fusion Forward Sdn. Bhd. [202401043741 (1589587-D)] (“the Company”, “We”, “Us” or “Our”).
We are committed to ensuring that all products are carefully checked and properly packed before delivery. However, if an issue occurs with your order, you may submit a return, refund or exchange request according to the terms below.
Eligibility for Returns, Refunds and Exchanges
Items sold are generally not returnable, refundable or exchangeable unless:
- The Company delivered the wrong product.
- The product received does not match the specifications, description, features or information displayed on our website.
- The product arrived damaged, defective or faulty.
- The product was incomplete or essential parts were missing upon delivery.
- The delivery exceeded the period stated in our Shipping Policy.
A request must be submitted within 30 days from the date the product is delivered. Requests received after this period may not be accepted.
Required Evidence
Customers must provide the following information to support a request:
- A valid order number or proof of purchase.
- Clear photographs showing the product and the reported issue.
- A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging and product received.
- A clear video showing the product’s first use or defect, where applicable.
- Any additional information or supporting documents requested by the Company.
The product must remain unused, unwashed and in its original condition, unless the reported defect could only be discovered after opening or testing it. All original packaging, labels, manuals, accessories and complimentary items must be returned together with the product.
Requests without sufficient evidence may be rejected.
Non-Eligible Items
Returns, refunds or exchanges will not be accepted for:
- Change-of-mind purchases.
- Products ordered in the wrong model, colour, size or design by the customer.
- Products damaged through misuse, negligence, accidents or improper handling.
- Products showing signs of excessive use, alteration or unauthorised repair.
- Products with missing packaging, labels, accessories or complimentary items.
- Normal wear and tear or minor differences caused by lighting, photography or screen settings.
- Clearance, promotional, personalised or specially ordered products, unless they arrived damaged, defective or incorrect.
Return Process
Before returning any product, customers must contact us at fusion-f@outlook.com and obtain approval. Products returned without prior approval may not be accepted.
Once the request has been reviewed, we will provide the relevant return instructions. The returned product will be inspected after it is received. Submission of a request does not automatically guarantee approval.
Refunds
If a refund is approved, it will be processed through the original payment method whenever possible. The time required for the refund to appear may vary depending on the bank, payment provider or financial institution.
Original delivery charges, administrative fees and other non-refundable charges will not be included in the refund unless the issue resulted from an error by the Company.
Exchanges
Approved exchanges are subject to product availability. If the same product is unavailable, we may offer a suitable replacement, store credit or refund.
If the customer selects a replacement product with a higher price, the customer must pay the difference. Any replacement remains subject to the original product’s applicable terms.
Cancellation Policy
Orders may only be cancelled within 12 hours of purchase, provided they have not been processed, packed or shipped.
Once an order has been processed or dispatched, it cannot be cancelled. The Company reserves the right to cancel an order due to product unavailability, incorrect pricing, payment issues, suspected fraudulent activity or other reasonable circumstances. Any eligible payment received for an order cancelled by the Company will be refunded.
Contact Us
For return, refund, exchange or cancellation enquiries, please contact:
Fusion Forward Sdn. Bhd.
Registration No.: 202401043741 (1589587-D)
Email: fusion-f@outlook.com