Refund policy

Effective Date: September 4, 2026

Last Updated: September 4, 2026

We take great care in formulating and fulfilling our products. If something is not right, we want to make it right, clearly, fairly, and promptly.

This policy applies to all topical recovery products sold through functionalfortis.com (the "Store"). Please read it carefully before placing your order. By completing a purchase, you agree to the terms set out below.

Because our products are applied to the skin and health-related, we apply strict handling standards that affect return eligibility. This policy is designed to protect both your health and the integrity of our products.

1. Return Eligibility

1.1 Eligible Returns

We accept returns and issue refunds or replacements in the following circumstances:

• The product arrived physically damaged or visibly defective (e.g. broken seal, damaged packaging, compromised integrity)
• You received an incorrect item that does not match your order
• The product was expired at the time of delivery
• The product was lost in transit and not received within the expected delivery window

1.2 Non-Eligible Returns

We are unable to accept returns in the following circumstances:

• Change of mind after purchase
• Products that have been opened, partially used, or tampered with (unless defective)
• Adverse reactions or skin sensitivities, please see Section 4 for how we handle these situations
• Failure to follow the recommended usage instructions
• Orders placed in error (wrong product, quantity, or address provided by the customer)
• Products purchased through a third-party retailer, please contact the retailer directly

Note: Due to the nature of topical health products and international health regulations, we are unable to resell returned products under any circumstances. This is for the safety of all customers.

2. Return and Refund Timeframes

All return or refund requests must be submitted within the following timeframes:

• Damaged, defective, or incorrect products: 30 days from the date of delivery
• Expired product at delivery: 14 days from the date of delivery
• Lost in transit: 21 days from the expected delivery date as stated at checkout

Requests submitted outside these timeframes will not be eligible for review. We recommend inspecting your order promptly upon arrival.

3. How to Submit a Return or Refund Request

To initiate a request, please contact us using the email address for your region with the subject line: "Return Request - [Your Order Number]".

North America customers: info@us.functionalfortis.com
Australia and all other countries: info@functionalfortis.com

Please include the following in your email:

• Your full name and email address used at checkout
• Your order number
• A clear description of the issue
• Photographic evidence of the damaged, defective, or incorrect product (required)
• Batch number and expiry date printed on the product label where relevant

We will acknowledge your request within 2 business days and aim to resolve all eligible claims within 7 business days of receiving all required information.

Do not return any product without written confirmation from our team. Unsolicited returns will not be processed and we cannot guarantee they will be received or refunded.

4. Adverse Reactions and Skin Sensitivities

To initiate a request, please contact us using the email address for your region with the subject line: "Return Request - [Your Order Number]".

North America customers: info@us.functionalfortis.com
Australia and all other countries: info@functionalfortis.com

Please include the following in your email:

• Your full name and email address used at checkout
• Your order number
• A clear description of the issue
• Photographic evidence of the damaged, defective, or incorrect product (required)
• Batch number and expiry date printed on the product label where relevant

We will acknowledge your request within 2 business days and aim to resolve all eligible claims within 7 business days of receiving all required information.

Do not return any product without written confirmation from our team. Unsolicited returns will not be processed and we cannot guarantee they will be received or refunded.

We formulate our products carefully and to high standards. However, individual responses to topical products can vary. If you experience an unexpected or concerning reaction:

• Discontinue use immediately
• Seek medical attention if the reaction is severe
• Contact us using the email address for your region with a description of symptoms, the product name, batch number, and the date the reaction occurred

North America customers: info@us.functionalfortis.com
Australia and all other countries: info@functionalfortis.com

We review adverse reaction reports on a case-by-case basis. Refund eligibility in these situations will depend on the nature of the reaction, the evidence provided, and whether the product was used as directed.

We may request further information to better understand the situation. Our primary concern is always your health and wellbeing.

5. Refund Method and Processing

Approved refunds will be processed as follows:

• Refunds are issued to the original payment method used at checkout
• Processing time is typically 5 to 10 business days, depending on your bank or payment provider
• We do not issue cash refunds
• Store credit may be offered as an alternative where appropriate

We will notify you via email once your refund has been processed. If you do not receive it within the stated timeframe, please check with your financial institution before contacting us.

6. Shipping Costs

• If the return is due to our error (damaged, defective, or incorrect product), we will cover the cost of return shipping or arrange collection where applicable
• If the return is for any other eligible reason, return shipping costs are the responsibility of the customer
• We recommend using a trackable shipping service. We cannot accept responsibility for items lost in return transit
• Original shipping charges are non-refundable unless the order was not received

7. International Orders

Functional Fortis ships worldwide. Please be aware of the following:

• International customers are responsible for understanding and complying with their country's import regulations for topical health products
• We are not liable for orders delayed, seized, or rejected by customs
• Import duties, taxes, or customs fees are non-refundable and are the responsibility of the customer
• If a parcel is returned to us by customs, we will contact you to arrange re-shipment at the customer's cost, or issue a refund for the product value only, excluding original shipping

7.1 Failed Delivery and Incorrect Address

It is your responsibility to provide a complete and accurate delivery address at checkout. Please be aware of the following:

Incorrect address:

If an order is returned to us because an incorrect or incomplete address was provided at checkout, re-shipment is available at the customer's cost. We are not responsible for delays or losses arising from address errors.

Signature-required deliveries:

Certain international shipments require a signature upon receipt. Where a signature is required, the carrier will make up to three delivery attempts. If no signature is obtained after three attempts, the parcel will be returned to the sender.

Re-shipment charges:

In both cases, incorrect address or missed signature delivery, the customer is responsible for the full cost of re-shipment. Once we receive the returned parcel and confirm it is sealed and undamaged, we will contact you to arrange re-shipment or, if preferred, issue a refund for the product value only, excluding all shipping charges.

8. Australian Consumer Law

For customers in Australia, this policy is subject to the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Nothing in this policy limits or excludes any rights you have under applicable consumer protection legislation.

9. Policy Amendments

We reserve the right to update this policy at any time. Changes will be posted to functionalfortis.com with an updated effective date. Purchases made prior to a policy update remain governed by the policy in place at the time of purchase.

10. Contact Us

For all return, refund, or product-related enquiries:
Email: 
info@us.functionalfortis.com 
(For customers in North America)

info@functionalfortis.com
(For customers outside of North America)

Quick Reference Summary

Use the table below as a fast-reference guide to common return scenarios.