Refund policy
Return & Refund Policy
Last Updated: December 27, 2024
Thank you for shopping at FortuneBox. If, for any reason, you are not completely satisfied with a purchase, please review the following terms and conditions. These apply to any products purchased from us.
Definitions
• Goods: Items offered for sale on our Service.
• Order: A request by you to purchase Goods from us.
• Service: The Website.
• Website: FoxtuneBox, accessible from https://www.fortuneboxes.com
• You: The individual accessing or using the Service, or the company/other legal entity on behalf of which such individual is accessing or using the Service.
2.1 Return Conditions
1. Eligibility Timeframe
• Goods must have been purchased within the last 14 days.
• Goods must be in original packaging.
2. Non-Returnable Items
• International orders (outside the Netherlands and Germany) are not eligible for returns.
• Goods that by nature cannot be returned, deteriorate quickly, or expire rapidly.
• Goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
• Goods that, after delivery, are inseparably mixed with other items by their nature.
• Goods damaged due to prolonged or improper use.
• Mystery products and Mystery Boxes are non-returnable, as they may include returned items and their functionality has not been tested.
• Certain items on our website are labeled “untested” or “unverified” and cannot be returned, as they come from returns and their functionality has not been checked.
3. Product Condition
• Our products come from large platforms’ refurbished, returned, or clearance stock; some may not be brand-new. Items labeled as non-returnable are sold “as-is,” and we cannot guarantee full functionality—similar to the content in Mystery Boxes.
• For special category products (such as limited editions or discounted items), the after-sales support terms specified on the corresponding category page shall prevail.
4. Verification Video
• To verify any claim (missing or damaged items), you must send a video demonstrating the unboxing of the package and its contents.
• You must also provide any additional information requested by customer service to verify the condition of the package.
• Only regular-priced items may be refunded. Sale items cannot be refunded (unless prohibited by applicable law).
5. Compensation
• We compensate only if the customer loses any product inside the box or if the box arrives in error. Proof requires an unboxing video as stated above.
6. Shipping Costs for Returns
• You bear the cost and risk of returning Goods to us. Shipping details will be provided upon contact.
• We are not responsible for Goods damaged or lost in return shipment. We recommend using an insured and trackable shipping service.
• In case of product errors, faults, or losses during transit, the customer must file a claim with the shipping company used, and cannot claim directly from fortuneboxes.com.
7. Refund Processing
• Upon receiving returned Goods (if the return is approved), we will process your refund or arrange to send you a new product.
• Gifts: If the item was marked as a gift when purchased and shipped directly to you, you will receive gift credit for the value of your return. If the item was not marked as a gift at the time of purchase, or if the gift was shipped after the initial order was delivered, we will send the refund to the gift giver.
2.2 Cancellation Policy
1. Cancel Within 2 Hours
• You may cancel any order within 2 hours of purchase without any fee. The full amount paid will be refunded.
2. Cancel After 2 Hours
• If you request a cancellation more than 2 hours after placing the order, we will determine if the order can be cancelled based on whether it has been shipped.
• If your order has already been shipped, it cannot be cancelled.
• If the order has not been shipped, you may still cancel the order, and the full amount will be refunded.
3. Cancellation Procedure
• To cancel, contact our customer service team via email, live chat, or phone. Basic order information is required to process the cancellation effectively.
4. Refund Timeline
• All refunds will be processed within 7–10 business days after cancellation is confirmed. The refund method will match the original payment method used when placing the order.
5. Policy Updates
• We reserve the right to modify or update this cancellation policy at any time. Changes will take effect immediately upon being posted on our website.
2.3 Buyer Safety & Protection
• Data Protection: We respect customers’ privacy and comply with applicable data protection regulations. All personal data provided during a purchase is handled securely and confidentially.
• Secure Payment Technologies: We employ state-of-the-art encryption to safeguard all financial transactions. Our site is protected by an SSL certificate to ensure payment information security.
• User Authentication: We have user verification measures to prevent fraud and ensure that only authorized customers can transact on our platform.
• Fraud Protection: We actively monitor all transactions for suspicious activity and collaborate with professional security service providers to stay updated on threats.
• Professional Customer Service: Our support team stands ready to assist customers efficiently. We respond promptly to inquiries and work to resolve issues or concerns satisfactorily.
Contact Us
If you have any questions regarding our Return & Refund Policy (including cancellations), please contact us at:
• Email: support@fortuneboxes.com
We’re here to help and will do our best to address any concerns.