FORTICUS TECH

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Refund and Returns Policy

‌Effective Date: October 20, 2026‌

This Refund and Returns Policy applies to all purchases made through www.forticustechmex.com, operated by ‌FORTICUS TECH, S.A. DE C.V.‌ (hereinafter referred to as “we”, “us”, or “our”), whose physical business address is located at Calle Erin 1817, Colonia Chapultepec Country, Guadalajara, Jalisco, C.P. 44620, México. We specialize in selling premium durable phone cases, reliable Type-C accessories, and daily tech essentials, and we are committed to delivering high-quality products that match the descriptions displayed on our e-commerce platform. This policy outlines clear, fair rules for all return and refund procedures, with an explicit core principle: ‌we do not approve any partial or full “refund only” requests under any circumstances, and all eligible requests must follow our return process that requires the return of the physical purchased products before any eligible compensation can be processed‌. This policy applies to every customer who places an order on our website, and all users confirm their full acceptance of these terms when completing the checkout process.

1. Core Non-Refund-Only Rule

To ensure fairness for all our customers and maintain consistent operational standards, we strictly prohibit all “refund only” requests that do not involve the return of your ordered physical products. This rule applies to all order scenarios, no matter the product category or order value. We will never process a full or partial monetary refund to you without you first shipping back the relevant product to our designated return address, and our team completing a full quality verification of the returned item. This policy prevents fraudulent claims, protects the value of our genuine products, and ensures we can keep offering competitive prices for all our high-quality phone cases and Type-C accessories without passing unnecessary extra costs onto our entire user base. The only narrow exception under which we may issue a refund without requiring product return will be clearly stated in Section 4 of this policy, and this exception only applies to orders where we have confirmed the product is 100% proven to be completely undeliverable due to our internal shipping error.

2. Eligibility Criteria for Return Requests

You may submit a valid return request for your ordered product within 30 calendar days from the date you receive the item, only under the following eligible scenarios:

  • The product you received has confirmed manufacturing defects that affect its normal function, such as a phone case with broken structural edges that cannot properly fit your device, or a Type-C cable that fails to conduct charging or data transfer out of the box with no signs of user-caused damage. We explicitly state per our website FAQ that we cover the full return cost for all confirmed product quality issues, so you will not bear any shipping fees to send the defective product back to us.
  • The product you received does not match the exact item you ordered on our website, such as you placing an order for a Solid Black Heavy Duty Phone Case for iPhone 15 Pro but receiving a product designed for a different incompatible phone model, or the received Type-C adapter does not match the function description listed on our product page.
  • The product you received arrived severely damaged during transit due to improper original packaging on our part, with visible cracks or functional failures that are not caused by external transport accidents after our shipment inspection.

Return requests will not be approved and will be rejected immediately if they fall under any of the following circumstances:

  • You submit a request more than 30 calendar days after you have signed for receipt of the product.
  • The product shows obvious signs of man-made damage, including scratches caused by improper use, liquid immersion, accidental drops on hard surfaces that break the product shell, or unauthorized attempts to disassemble the internal structure of the device.
  • The product was labeled as a final-sale, clearance discounted item at the time of purchase, and was clearly marked as non-returnable on its product detail page.
  • You have used the product for an extended period of time that results in obvious wear that makes it impossible for us to resell the item in new condition.

We do not accept any return requests submitted solely because you changed your mind about the product after receiving it, unless you are willing to pay the full return shipping cost yourself, and the product remains completely unused in its original unopened packaging.

3. Step-by-Step Return Process

All customers who need to submit an eligible return request must strictly follow this standardized process, and must not send any products back to us before getting pre-approval from our customer support team:

  1. Submit your return application by sending a message to our official contact email [email protected], or call our support phone line at +52 33 2226 6391. You need to provide your full order number, the exact name of the product you want to return, and clear photos or a short video showing the problem with the item.
  2. Our customer support team will review your submission within 2 business days, and send you a formal official return authorization number, plus the exact designated return shipping address for our Guadalajara processing warehouse. You are required to write this authorization number clearly on the outer packaging of the parcel you send back. Parcels sent to us without a valid return authorization number will not be accepted by our warehouse team, and will be returned to you at your own cost.
  3. After you send the product back to our warehouse, please share the tracking number of your return parcel with our support team so we can monitor the delivery status in real time.
  4. Once our warehouse team receives your returned product, our quality control staff will complete a full verification inspection within 3 business days. After confirming that your return request meets all our eligibility criteria and follows the no-refund-only rule, you can choose one of the two available resolutions: a direct full store credit equal to your original order value that you can use for any new purchase on our website, or an equivalent brand new replacement of the exact same product you originally ordered.

No matter which resolution you select, we will cover the full shipping cost to send the new replacement or the corresponding store credit to your account within 2 business days after verification is completed.

4. Limited Exception for Non-Return Partial Refund

The only narrow scenario that does not require you to return the product to us before we process a refund is when we confirm through official logistics investigation that your ordered product was completely lost during the delivery process due to our internal shipping error, and the delivery provider can provide an official lost parcel confirmation document. Under this single scenario, after verifying the lost parcel status, we will process a full refund of your order amount directly to your original payment method, and no return of a product that you never received will be required. This exception does not apply to any orders that show a signed delivery confirmation record, no matter what reported condition you claim the parcel arrived in.

5. Important Additional Rules

  • If your return request is approved and you choose a monetary refund to your original payment method (only applicable to the lost parcel scenario mentioned in Section 4), the funds will be credited back to your account within 7 to 14 business days, depending on the processing speed of your issuing bank.
  • All store credits issued through our return process do not have an expiration date, and can be used for any product listed on our e-commerce platform including new arrivals, best-selling phone cases, and full line of Type-C accessories.
  • If you have any questions about this Refund and Returns Policy, or need clarification for your specific order scenario, please reach out to our customer support team via email at [email protected], or contact us by phone at +52 33 2226 6391 during our business hours. Our operating address is Calle Erin 1817, Colonia Chapultepec Country, Guadalajara, Jalisco, C.P. 44620, México. We will respond to all your inquiries as soon as possible.