Refund policy
Return & Refund Policy
Last Updated: June 2026
At [Your Store Name], customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our return and refund policy below.
1. Return Eligibility
You may request a return within 14 days of receiving your order.
To be eligible for a return, the item must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include all accessories, manuals, and components received with the product.
- Not show signs of damage caused by misuse, neglect, or improper handling.
We reserve the right to refuse returns that do not meet these conditions.
2. Non-Returnable Items
For hygiene, safety, and logistical reasons, the following items cannot be returned:
- Personal care products.
- Beauty and cosmetic products that have been opened or used.
- Underwear, swimwear, and intimate apparel.
- Customized or personalized products.
- Gift cards.
- Downloadable digital products.
- Items marked as non-returnable on the product page.
3. Damaged, Defective, or Incorrect Items
If you receive:
- A damaged item.
- A defective item.
- The wrong item.
- An item with missing parts.
Please contact us within 7 days of delivery.
To process your claim, please provide:
- Your order number.
- Clear photos of the product.
- Photos of the packaging.
- A description of the issue.
After verification, we may offer:
- A replacement product.
- A partial refund.
- A full refund.
The appropriate solution will be determined on a case-by-case basis.
4. Change of Mind Returns
If you wish to return an item because you changed your mind:
- You must contact us within 14 days of receiving the order.
- The item must be unused and in resalable condition.
- Return shipping costs are the responsibility of the customer.
- Original shipping charges are non-refundable.
We recommend using a tracked shipping service when returning items.
5. Return Shipping
Customers are responsible for return shipping costs unless:
- The product arrived damaged.
- The wrong product was delivered.
- The product has a verified manufacturing defect.
Do not send products back without first contacting our support team and receiving return instructions.
6. Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund request.
If approved, the refund will be processed to your original payment method.
Refunds typically appear within:
- Credit/Debit Cards: 5â10 business days.
- PayPal: 3â5 business days.
- Other payment methods: according to the provider's processing times.
7. Order Cancellation
Orders may be canceled before they are processed and shipped.
If your order has not yet been shipped, you may request a full cancellation and refund.
Once an order has been shipped, it cannot be canceled and must follow the return process outlined above.
8. Lost Packages
If tracking shows that a package has been lost in transit, we will investigate the issue with the carrier.
Where appropriate, we may provide:
- A replacement shipment.
- A full refund.
Investigation times vary depending on the shipping carrier.
9. Refused Deliveries
If a customer refuses delivery of an order without a valid reason, any return shipping fees, customs charges, or carrier fees may be deducted from the refund amount.
10. Chargebacks
Customers are encouraged to contact our support team before initiating a payment dispute or chargeback.
We are committed to resolving issues fairly and efficiently.
In certain cases, customers may not be required to return the item. Depending on the product value, condition, and shipping costs, we may issue a replacement or refund without requesting the product to be returned.
11. Contact Information
For return and refund requests, please contact:
Email: support@fontomain.com
Please include:
- Order Number
- Full Name
- Reason for Return
- Photos (if applicable)
We aim to respond within 24â48 business hours.