Политика возврата средств
At FondlyMe, we want every customer to shop with confidence. If you need to cancel an order, report a problem, or request a return, please contact us at biz@fondlyme.com. We will do our best to provide a fair and timely solution.
1. Order Cancellation and Changes
In-Stock Products
You may cancel an in-stock order for a full refund at any time before the order has entered fulfillment or been shipped.
Once an order has been shipped, it can no longer be cancelled. However, the product may still be eligible for return under the return conditions below.
Customized or Personalized Products
Customized or personalized orders may be cancelled for a full refund before production begins.
Once production has started, customized or personalized orders cannot normally be cancelled because the product is being made specifically for the customer.
If we are unable to complete a customized order, we will contact you and provide a full refund.
Order Information Changes
Please check your product selection, shipping address, contact information, and other order details carefully before completing payment.
To request an address change or order adjustment, contact us as soon as possible. We cannot guarantee that changes can be made after fulfillment or production has started.
2. Returns
Return Period
You may request a return within 14 calendar days after delivery, provided that the product meets all of the following conditions:
- The product is unused and has not been tested or inserted.
- The hygiene seal and original packaging remain unopened and intact.
- The product is in new and resalable condition.
- All accessories, manuals, gifts, and packaging materials are included.
To request a return, email biz@fondlyme.com with your order number and reason for return. Please wait for return approval and return instructions before sending the product.
Products returned without prior authorization may be delayed or refused.
Hygiene and Safety Restrictions
For health, hygiene, and customer safety reasons, intimate or personal-use products cannot be returned or exchanged after the hygiene seal or original sealed packaging has been opened, unless the product is defective.
Please inspect the packaging before opening it. Opening the package means that you accept the product unless a hidden manufacturing defect is later discovered.
Customized Products
Customized, personalized, or made-to-order products cannot be returned or exchanged unless they are defective, damaged, or different from the approved order specifications.
3. Damaged, Defective, or Incorrect Products
Please inspect your order as soon as possible after delivery.
If the product is damaged, defective, incomplete, or different from what you ordered, contact us within 7 calendar days after delivery at biz@fondlyme.com.
Please include:
- Your order number
- A clear description of the problem
- Clear photos or videos showing the entire product and the problem
- Photos of the shipping label and outer packaging
After reviewing the information, we may offer one of the following solutions, depending on the circumstances:
- A replacement product
- Replacement parts or an appropriate repair solution
- A partial refund
- A full refund
If the product is confirmed to be defective, damaged during shipping, or incorrectly sent by us, FondlyMe will cover the reasonable replacement or return shipping costs.
Normal wear, accidental damage, improper use, improper cleaning, unauthorized modification, or failure to follow the product care instructions is not considered a manufacturing defect.
4. Lost or Missing Packages
If tracking information has not updated for an extended period, or if you believe your package has been lost, please contact us at biz@fondlyme.com.
We will work with the shipping carrier to investigate the shipment. If the carrier confirms that the package has been lost, we will offer a replacement or refund.
If tracking shows that the package was delivered but you cannot locate it, please first check with household members, neighbors, the building reception desk, and the local carrier. We will also assist with the carrier investigation where possible.
An adult signature may be required for certain orders, destinations, or shipping methods.
5. Return Shipping Costs
If you return an unopened product because you changed your mind, ordered the wrong item, or no longer want the product, you will normally be responsible for the return shipping cost.
Original shipping charges are normally non-refundable unless the product was defective, damaged, incorrectly sent, or otherwise required by applicable law.
We do not charge a restocking fee for eligible returns that meet all return requirements.
We strongly recommend using a trackable shipping service. FondlyMe cannot issue a refund for a return package that is not received.
6. Refund Processing
Once your cancellation or return has been approved, the refund will be issued to the original payment method.
For returned products, the refund will be processed after the returned item has been received and inspected.
Approved refunds are normally issued by us within 5 business days. After the refund is issued, your bank, card issuer, or payment provider may require additional time to post the funds to your account.
If you have not received your refund after the expected processing period, please contact your bank or payment provider first. You may also email us with your order number so that we can provide the available refund reference information.
7. Shipping Delays
We aim to process and ship orders within the timeframe stated on the relevant product or checkout page.
If an order cannot be shipped within the promised timeframe, we will notify you and provide the option to accept the revised shipping date or cancel the unshipped order for a full refund.
8. Applicable Consumer Rights
This policy does not limit any mandatory consumer rights or legal remedies available under the laws of the country or region in which you live.
If local consumer law provides rights that are more favorable than the terms stated in this policy, the applicable local law will prevail.
9. Contact Us
For cancellations, returns, damaged products, refunds, or other order-related questions, please contact:
Email: biz@fondlyme.com
Please include your order number so that we can assist you more efficiently.