At Fitnus, we are committed to delivering premium-grade joint support and an exceptional customer experience. Please review our policy below regarding returns, exchanges, refunds, and order cancellations.
60-Day Return Policy
Our return policy is valid for 60 days from the date your order is delivered. If 60 days have passed since delivery, we cannot offer a refund or exchange.
To qualify for a return or refund:
- Functional Defects or Damage: Products that arrive damaged, defective, or with verified functional flaws are eligible for a replacement or refund upon inspection. Please provide clear photo or video evidence illustrating the defect along with your request.
- Condition & Packaging: Returned items must be clean, unused, and returned in their original packaging with all included inserts.
- Proof of Purchase: A valid order confirmation number, receipt, or matching purchase details are required to initiate any return.
Please note: We do not offer refunds for change of mind or personal preference. Exceptional circumstances may be reviewed at our sole discretion.
Non-Returnable & Ineligible Items
For health, hygiene, and safety reasons, certain categories cannot be accepted for return:
- Items showing signs of heavy wear, dirt, pet hair, odors, or damage caused by improper usage or washing.
- Intimate or personal hygiene goods once opened and used.
- Promotional gift cards, downloadable software, or clearance/custom-made items.
How to Initiate a Return
- Contact Support: Email us at [email protected] within 60 days of delivery.
- Include Key Details: Provide your order number, full name, reason for return, and clear supporting photos or videos if the item arrived defective.
- Receive Return Authorization: Our support team will review your request within one business day and provide return instructions along with the designated return warehouse address.
- (Please do not send your item back to the address on the shipping label without prior authorization from our support team.)
Order Cancellations
To maintain fast delivery timelines, our warehouse processes orders rapidly.
- Cancellation requests are only accepted within 60 minutes of order placement for regular-priced items.
- If you need to cancel an order, email [email protected] immediately with your order number and the subject line “Urgent: Order Cancellation”.
- Once an order has entered warehouse fulfillment or has been dispatched, it cannot be canceled or modified in transit.
Refunds & Processing Time
- Inspection & Notification: Once your returned item arrives at our facility, it will be inspected. We will notify you via email regarding the approval or rejection of your refund.
- Refund Issuance: If approved, your refund will be processed immediately. A credit will automatically be applied to your original payment method within 5 to 10 business days, depending on your card issuer or bank.
- Shipping Deductions: Outbound and return shipping fees are non-refundable. If your return is approved, applicable shipping costs will be deducted from your total refund amount.
Late or Missing Refunds
If your refund has been confirmed by our team but has not appeared on your statement:
- Re-check your online bank account or card statement.
- Contact your credit card company or banking institution; financial institutions often require 3 to 7 business days of processing time before funds reflect in your account.
- If you have verified these steps and still have not received your funds, please contact us at [email protected].
Exchanges
We replace products that arrive defective, structurally flawed, or damaged during transit. If you received a damaged item and need an exchange for the exact same model, please email [email protected] with photos of the damaged unit and packaging.
Return Shipping Guidelines
- Customers are responsible for covering return shipping fees.
- We strongly advise using a trackable shipping service or purchasing shipping insurance for items over $10. We cannot process refunds or exchanges for items that are lost or damaged in transit by your selected carrier.
- Final refunds are released only after our warehouse confirms receipt and verification of the returned parcel in compliance with the conditions outlined above.