Refund policy

Return Window & Product Condition

We want you to love your purchase! We offer a 3-day return policy, which means you have 3 days after receiving your physical package to request a return.

To be eligible for a return, your bag or accessory must be in brand-new condition. This means it must be:

• Unworn, unused, and completely clean

• Accompanied by all original tags attached and in its original retail packaging

• Supported by proof of purchase (receipt, order number, or confirmation email)

How to Start a Return

To start a return, please reach out to our support team directly at support@fortenza.store.

• Return Method: All returns are handled by mail.

• Pre-paid Return Label: Once your return request is accepted, we will send you a pre-paid return shipping label that you can simply download and print, along with clear instructions on how and where to drop off your package.

Important: Items sent back to our facility without first requesting a return via email cannot be accepted or processed for a refund.

Fees, Shipping Costs, and Processing Time

• Restocking Fees: There are no restocking fees ($\text{₹0}$).

• Return Label Fee: Free to download and print.

• Return Shipping Adjustment: Because we absorb the original delivery cost to offer free shipping across India, a flat fee of ₹100 will be deducted from your total order refund amount to cover the reverse courier pickup and processing costs.

• Refund Processing Time: Once your return is received and inspected at our warehouse, we will email you with your approval status. Upon approval, your remaining balance will be automatically refunded to your original payment method within 5 days.

(Note: Depending on your bank or credit card issuer, it may take a few additional days for the transaction to post to your account statement. If more than 10 business days have passed since approval, please contact us.)

Damages, Defects, and Order Mistakes

Please inspect your order the moment it arrives at your doorstep. If you notice that the item is defective, damaged, or if you received the wrong product entirely, contact us within 48 hours of delivery.

When emailing support@fortenza.store, please include clear photos or a quick video of the issue along with your order number. Our team will review the details immediately and make it right by arranging a swift replacement or resolution at no extra cost to you.

Final Sale and Non-Returnable Items

While we accept returns on our standard collections, certain items cannot be returned:

• Gift cards

• Items explicitly marked as final clearance sales

If you have any questions or concerns about a specific item before purchasing, please reach out to our team.

Exchanges

The fastest way to exchange a product is to return the item you currently have. Once your return is received and accepted by our team, you can simply place a separate new order for the preferred style or color through our storefront.

Contact & Return Address

For any questions regarding returns, refunds, or processing updates, you can reach us directly:

• Trading Name: Fortenza Store

• Official Business Name: Fortenza Studio

• Customer Support Email: support@fortenza.store

• Business Phone Number: +91 9953332543

• Physical Return Address: Fortenza Studio, B-3/34, B3 Road, Mianwali Nagar, Paschim Vihar, New Delhi, Delhi 110087, India