EXCHANGES AND RETURNS
At Fusion, we want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied with your order, you may return the product(s) within 14 (fourteen) days after receipt, subject to the conditions below.
How to request a return
The customer must request the return of the order by sending an email to geral@atelierfusion.pt, indicating the item(s) they wish to return, as well as the order number.
Packaging Instructions:
Please ensure that the product(s) are securely packed in their original packaging, including all tags, manuals, and accessories. This will help us process your return smoothly and protect the items during transportation.
Return Shipping Costs:
The cost of returning the item(s) is the responsibility of the customer. Please note that if the return is made for reasons other than a justified defect or non-compliance of the ordered products, Fusion will not refund the original delivery costs. Any customs duties or additional fees paid will also not be reimbursed. Therefore, Fusion will neither cover nor refund the shipping costs initially paid by the customer when placing the order.
Product Conditions for Return
To be eligible for a return, the product(s) must:
- Not have been used;
- Retain their original characteristics and intact tags;
- Be complete. All materials included in the order must be returned.
Refund Process
After receiving the returned product, Fusion will inspect and verify its condition. If applicable, the refund for the amount paid for the item(s) will be issued within 15 (fifteen) days, at no additional cost to the customer.
Refusal
If the returned items are damaged or show signs of use, Fusion reserves the right to refuse the return and deny the refund.
International Returns
Please note that we do not refund the cost of products nor cover shipping costs for exchanges to non-EU countries, except when the return is due to a justified defect or non-compliance of the items.
For all returned shipments for exchange coming from outside the European Union, it is essential that the customs documentation and shipping label are clearly marked with the phrase “Devolução de Mercadoria – Return of Goods.”
The declared value must be €0 or “no commercial value.”
If the return for exchange is not properly identified and customs fees are applied, Fusion will not be able to co-ver such costs.
Defective or Non-compliant Product
If you receive a product with a manufacturing defect or that is non-compliant, we apologize and are committed to resolving the issue as quickly as possible. Please follow the steps below:
1º Request Deadline:
The request must be made within 7 calendar days after receiving the item.
2º How to Request:
Send an email to geral@atelierfusion.pt including:
- Order number
- Full name
- Description of the defect or error
- Photos or video that prove the issue
3º Review and Response:
After receiving the information, our team will review the case and respond within 3 business days with instructions for exchange, return, or refund.
4º Shipping Costs:
If the defect or error is confirmed, the shipping costs will be our responsibility
5º Important:
The product must be returned in its original packaging, with all accessories.
We do not accept products showing signs of misuse.
ADDRESS FOR EXCHANGES OR RETURNS:
Graça Castro Unipessoal Lda
Travessa do Monte de Cima, lote 6 - Gondar
4835 - 607 Guimarães
Portugal