Refund policy
Order Cancellations
Cancellation requests may be submitted before production or fulfillment begins. Once production or fulfillment has started, cancellation may no longer be possible.
Once an order has been shipped, it can no longer be cancelled. Please use the return process instead.
To request a cancellation, please contact us as soon as possible at info@futo-spirit.com and include your order number. We cannot guarantee that a cancellation request will be accepted until we confirm it.
Returns
We accept returns within 14 days of delivery, subject to applicable law.
Because our products are made to order, please contact us before returning an item so that we can confirm whether the return can be accepted and provide the appropriate return instructions.
To be eligible for a return, the item must be:
- unused and unworn
- in the same condition as received
- with tags attached
- in the original packaging
- accompanied by a receipt or proof of purchase
To start a return, please contact us at info@futo-spirit.com and include your order number. Items sent back to us without prior return authorization will not be accepted.
Once your return request is approved, we will provide instructions and the applicable return shipping address.
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect. Any refund of original shipping charges will be handled in accordance with applicable law and the reason for the return.
Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival and contact us promptly if:
- the item is defective
- the item is damaged
- you received the wrong item
To help us resolve the issue, please provide your order number, a description of the issue, and clear photographs of the item and its packaging.
We will evaluate the issue and provide a replacement or refund as appropriate.
Non-returnable Items
The following items cannot be returned:
- sale items
This does not affect any mandatory consumer rights that apply under the laws of your country or region.
If you have questions about whether a specific item can be returned, please contact us at info@futo-spirit.com.
Exchanges
If you wish to exchange an item, please complete the return process first. Once the return is accepted, you may place a new order for the desired item.
We do not process direct exchanges unless otherwise required by applicable law.
European Union 14-Day Cooling-Off Period
For customers in the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, subject to applicable law.
To initiate a return or cancellation, please log in to your account: My Account
The item should be returned in its original condition, unused, with tags, and in its original packaging. A receipt or proof of purchase is required.
This section does not limit any mandatory consumer rights regarding withdrawal or the conformity of goods.
Refused or Unclaimed Shipments
For destinations where orders are shipped on a Delivered at Place (DAP) basis, formerly known as DDU, the customer is responsible for any customs duties, import taxes, VAT, or related delivery charges that are not collected at checkout.
If an order is refused or remains unclaimed because the customer does not pay applicable duties, taxes, or delivery charges, any refund may be reduced by return shipping costs, customs charges, and other costs actually incurred, to the extent permitted by applicable law.
Refunds
Once we receive and inspect your returned item, we will notify you of approval or rejection.
If your return is approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or credit card company may require additional time to process the refund. If more than 15 business days have passed since approval, please contact us at info@futo-spirit.com.