Refund policy

Returns & Refund Policy

At Fortivance, we want you to feel confident when ordering from us. If something is not right, we are here to help.

Returns

We accept returns within 30 days of delivery.

To be eligible for a return, the item must:

• be unused and in its original condition

• be returned in its original packaging where possible

• include proof of purchase or order confirmation

We reserve the right to refuse returns that do not meet these conditions.

How to Request a Return

To request a return, please contact us at support@fortivance.co.uk within 30 days of receiving your order.

Please include:

• your order number

• the item(s) you wish to return

• the reason for the return

If your return is approved, we will provide instructions on how and where to send your item.

Returns sent back without contacting us first may not be accepted.

Return Shipping

Unless the item is faulty, damaged, or incorrect, the customer is responsible for the cost of return shipping.

We recommend using a tracked delivery service, as we cannot be responsible for returns lost in transit.

Damaged, Faulty, or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, faulty, or you receive the wrong item, please contact us at support@fortivance.co.uk as soon as possible and include:

• your order number

• a brief description of the issue

• clear photos showing the problem

If the item is confirmed to be damaged, faulty, or incorrect, we will arrange an appropriate resolution, which may include a replacement, refund, or other suitable remedy.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be made to your original payment method.

Please note:

• original shipping charges are non-refundable unless the return is due to a faulty, damaged, or incorrect item

• it may take several working days for your bank or payment provider to process and post the refund after it has been issued

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, please return the original item in line with this policy and place a new order separately.

Non-Returnable Items

For hygiene, safety, or other practical reasons, certain items may not be eligible for return if they have been used, opened, damaged after delivery, or are not in a resellable condition.

Cancellations

If you need to cancel an order, please contact us as soon as possible at support@fortivance.co.uk.

If your order has not yet been dispatched, we will do our best to cancel it. If it has already been dispatched, you may need to wait until it arrives and then request a return in line with this policy.

Contact

For any returns or refund queries, please contact us at:

Fortivance

Email: support@fortivance.co.uk

Return address: Courtney House, Flat 1, Mulberry Close, NW4 1QN