Return and Refund Policy

Last Updated: December 19, 2025

At Fitnestail, we want you to be completely satisfied with your purchase. This Return and Refund Policy outlines the terms and conditions for returns, exchanges, and refunds.

Important Notice

Please review this policy carefully before making a purchase, as certain conditions apply to returns and refunds based on our fulfillment process.

📹 Package Opening Video Requirement

MANDATORY: A clear, unedited video of the package opening is required for any return, exchange, or refund claim.

Your video must show:

  • The sealed/unopened package with visible shipping label and order number
  • The complete unboxing process without cuts or edits
  • All contents of the package including products, packaging materials, and accessories
  • Clear view of any damage, defects, incorrect items, or missing products

Without a valid package opening video, we cannot process your return, exchange, or refund request. This policy protects both you and us by providing clear evidence of the product condition upon delivery.

Eligible Cases for Refund, Resend, or Return

We will process a refund, resend, or return for the following situations:

1. Delayed Orders

If your order lacks tracking information, is in transit, pending, or has not arrived within the following timeframes after shipment:

  • USA: 45 days
  • Brazil: 110 days (due to strict customs clearance)
  • Other Countries: 60 days
  • Special Shipping Methods: Up to 100 days

Please Note: Sometimes packages arrive at your nearest post office but are held due to insufficient address, unclaimed status, or incorrect information. We recommend contacting your local post office directly to resolve delivery issues quickly.

2. Orders Not Received

If tracking shows your order as delivered but you did not receive it, you must provide:

  • A non-delivery certification issued by your local post office with an official seal

We cannot process refunds or resends if tracking information shows the order was delivered.

If tracking shows an alert status for reasons such as:

  • Incorrect or insufficient address
  • No such number
  • Unknown recipient
  • Refused delivery
  • Not picked up in time
  • No safe delivery location
  • Uncleared customs

The local carrier will attempt delivery 1-3 times. If unclaimed, the package will be held at the local post office for 3-7 days before being returned. You must pick up the package during this period, or it will be returned to sender.

3. Damaged Products

We offer refunds or replacements for damaged products as follows:

  • Badly damaged products: Full refund or replacement
  • Partially damaged products: Partial refund or replacement (excludes minor issues like loose threads, slight wrinkles, or small scratches)
  • Damaged packaging only: No refund available due to international shipping handling

To request a refund or replacement for damaged items, you must:

  • Contact us within 30 days of delivery
  • Provide an unedited package opening video showing the damage
  • Provide clear photos showing the damage from multiple angles
  • Include your order number and description of the issue

4. Incorrect or Missing Products

If you receive the wrong item or are missing products:

  • Completely incorrect product: Full refund or replacement
  • Wrong color/size (doesn't affect function): Refund or resend with proof of complaint
  • Missing parts (affects function): Product resend only
  • Missing parts (doesn't affect function): Partial refund or resend of missing part
  • Missing accessories: Accessories will be resent

Package opening video is mandatory to verify incorrect or missing items. For size issues, please measure the product according to standard measurement methods and provide photos of measurements for faster resolution.

5. Order Cancellation

We offer a full refund for order cancellations before products are processed for shipment.

The following orders CANNOT be canceled after payment:

  • Customized or personalized orders
  • Pre-order or special reservation items
  • Orders with special packaging or documentation services

Non-Refundable Cases

We cannot accept returns or provide refunds for the following reasons:

  • Change of mind or buyer does not like the product
  • Subjective product description concerns
  • Product odor or smell (unless defective)
  • Customer ordered wrong items, size, color, or variant
  • Incorrect shipping address provided by customer
  • Product variations that were disclosed in the product description
  • Tracking information deleted by logistics companies or post offices
  • Packages returned, discarded, or detained due to customer's failure to comply with customs clearance requirements
  • No package opening video provided

How to Request a Refund or Return

To initiate a refund, resend, or return request, please contact us:

  • Email: support@fitnestail.com
  • Subject Line: Refund/Return Request - Order #[Your Order Number]

Please include:

  • Your order number
  • Unedited package opening video (MANDATORY)
  • Clear photos of damaged/incorrect items from multiple angles
  • Screenshot of your original order confirmation
  • Detailed description of the issue

Important: Products may need to be returned to our facility if requested by our team during the resolution process.

Refund Processing Time

Once your refund is approved:

  • Refund processing: 5-10 business days
  • Bank/payment provider processing: Additional 5-10 business days

Total refund time may take up to 20 business days from approval.

International Customers & Customs

Customs Duties and Import Taxes: Any customs duties, import taxes, or fees imposed by your country are non-refundable and are the customer's responsibility.

European Economic Area (EEA) Customers: In accordance with EU Consumer Rights Directive (2011/83/EU), EEA customers have the right to withdraw from their purchase within 14 days of receiving the product. To exercise this right, please contact us within the 14-day period. Return shipping costs are the customer's responsibility unless the product is defective or incorrect. Package opening video is still required for all claims.

Israel Deliveries: Packages are normally delivered to self-pickup cabinets, which may result in longer delivery times. Please check with your local post office or pickup location.

Return Shipping

If a return is required and approved by our team:

  • Return shipping instructions will be provided
  • Products must be returned in original condition with all tags and packaging
  • We are not responsible for items lost during return shipping
  • Returned items will be inspected upon receipt before refund is processed

Exchanges

Due to our fulfillment process, we do not offer direct exchanges. If you need a different size, color, or product:

  1. Request a return and refund for the original item (package opening video required)
  2. Place a new order for the desired product

Contact Us

If you have any questions about our Return and Refund Policy or need assistance, please contact us:

  • Email: support@fitnestail.com
  • Website: www.fitnestail.com

We are committed to resolving any issues fairly and efficiently. Your satisfaction is our priority, and we will work with you to find the best solution within our policy guidelines.