Refund policy
Digital Growth Factor Private Limited, customer satisfaction is our priority. If you are not completely satisfied with your purchase, this Return & Refund Policy explains the conditions, process, and eligibility for returning products and requesting a refund.
1. Return Eligibility
Return Period
You may request a return within 14 days of receiving your order.
Condition of Returned Items
To be eligible for a return, products must:
- Be unused and in their original condition.
- Include all original packaging, tags, accessories, and documentation.
- Be free from damage caused after delivery.
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
Certain products may not be eligible for return due to hygiene, safety, customization, or other reasons. Any such exceptions will be clearly stated on the relevant product page.
2. How to Request a Return
To initiate a return, please contact our customer support team with the following information:
- Your order number
- The product(s) you wish to return
- The reason for your return request
Email: help@thefusionsquare.com
Phone: 07308 601585
Once your request has been reviewed and approved, we will provide you with return instructions and the appropriate return address.
Please do not send items back without receiving return authorization from our customer support team.
3. Return Shipping
Unless the return is the result of our error (such as an incorrect, defective, or damaged item), customers are responsible for the cost of returning products.
We recommend using a tracked and insured shipping service, as we cannot accept responsibility for items lost or damaged during return transit.
The return shipping address will be provided once your return request has been approved.
4. Refunds
Refund Approval
Once we receive your returned item, it will be inspected to ensure it meets our return eligibility requirements.
After the inspection is completed, we will notify you whether your refund has been approved or declined.
Refund Method
If your refund is approved, it will be issued to your original payment method.
Processing Time
Approved refunds are typically processed within a few business days after the returned item has been received and inspected. The time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.
Partial Refunds
In certain circumstances, only a partial refund may be issued. These may include, but are not limited to:
- Items returned in a condition different from their original state.
- Products with missing parts or accessories not caused by our error.
- Products returned outside the 14-day return period where accepted at our discretion.
5. Exchanges
We only replace products that are received defective, damaged, or incorrect.
If you need to exchange an item for the same product, please contact us at:
Email: help@thefusionsquare.com
Our customer support team will guide you through the exchange process.
6. Gift Purchases
If your order was purchased as a gift and shipped directly to you, you may be eligible to receive store credit or a gift voucher for the value of the approved return.
If the item was not marked as a gift at the time of purchase, or the gift purchaser had the order delivered to themselves before giving it to you, any approved refund will be issued to the original purchaser using their original payment method.
7. Late or Missing Refunds
If you have not received your refund after being notified that it has been processed, we recommend taking the following steps:
- Check your bank account again.
- Contact your credit card provider, as refunds may take time to appear.
- Contact your bank, as processing times may vary.
If you have completed the above steps and still have not received your refund, please contact us:
Email: help@thefusionsquare.com
Our team will be happy to assist you.
8. Restocking Fees
We do not charge any restocking fees for approved returns.
9. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, we may request:
- Your order number.
- Photographs of the product.
- Photographs of the packaging.
- A brief description of the issue.
Where appropriate, we will arrange a replacement, exchange, or full refund at no additional cost to you.