Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, undamaged, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@fitaos.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@fitaos.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns items purchased with gift cards.
Special offer product, no refunds or exchanges
If you are in either of these situations and must refund, you will need to ship the item back to the place of origin, and you will be responsible for shipping and customs duties.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refund Process
1. Customer Applies for a Refund
When a customer is dissatisfied with a purchased product or discovers a quality issue, they will contact customer service through an online platform or official email. In this step, our customer service patiently listens to the customer's concerns and records relevant information, such as the order number, product name, and reason for the refund.
2. Eligibility Confirmation
Staff members verify whether the order qualifies for a refund based on the company's refund policy and the information provided by the customer. If the order meets the refund policy criteria, customer service will discuss the refund process with the customer. If it doesn't meet the criteria, customer service will explain the reasons in detail and provide relevant recommendations for issue resolution.
3. Arrange for Pickup
Once the eligibility for a refund is confirmed, customer service will coordinate the pickup time and location with the customer, and the customer will confirm it with the courier.
4. Confirm the Status of Returned Goods
After the courier delivers the returned goods to the warehouse, staff members will inspect and examine the items to ensure they are in good condition and perform necessary tests to verify the accuracy of the refund reason.
5. Process the Refund
After ensuring the items are in good condition, staff will initiate the refund process. Depending on the customer's request and the company's policy, the refund amount can be returned to the customer's original payment method or credited to the customer's account balance.
Refund Times
| Refund Method | Refund Time (After Refund Is Processed) |
|---|---|
| Credit Card | 3 to 5 days |
| Paypal | 2 to 3 days |
| Dibet Card | Up to 10 business days |