Refund policy

Return and Refund Policy

At Fitoo, we want you to be happy with your purchase. If you need help with an order placed at fitooos.com, contact us by email at admin@fitooos.com or via WhatsApp at +60 11-5415 8380.

Returns

You may request a return within 14 days of receiving your order.

For change-of-mind returns, items must be unused, with any original seals intact, and returned in their original packaging with all kit components and accessories included. Please provide your order number or proof of purchase.

Opened or used cleaning solutions, brushes, and other kit components are not eligible for change-of-mind returns. This does not affect your rights if an item is faulty, damaged, or incorrect.

How to Request a Return

Your order number.
The item you wish to return.
The reason for your return.
Photos of the item and packaging, where relevant to a damage, defect, or incorrect-item claim.

We will review your request and provide return instructions and the return address. Please contact us before sending anything back so we can arrange the correct process.

Pack the items securely and keep your shipping receipt and tracking number until your return is resolved.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, leaking, defective, incomplete, or contains the wrong item, please contact us as soon as possible.

We will review the issue and arrange an appropriate remedy, such as a replacement or refund. Where the issue is our responsibility, Fitoo will cover the necessary return shipping costs. Please contact us first so we can arrange shipping or confirm reimbursement.

The conditions for change-of-mind returns do not apply to these claims.

Return Shipping Costs

For change-of-mind returns or returns caused by customer ordering errors, the customer is responsible for return shipping costs. Original delivery charges are not refundable for these returns, except where required by law.

If a return is due to our error or a damaged or defective product, Fitoo will cover the necessary return shipping costs. Any applicable refund of the original delivery charge will be included in the resolution.

Refunds

Once we receive and inspect your return, we will notify you by email or WhatsApp whether your refund has been approved.

Approved refunds will be issued to the original payment method. Your bank or payment provider may take additional time to process and display the refund. We will confirm when the refund has been submitted.

For an update on a refund, contact us by email or WhatsApp with your order number.

Your Consumer Rights

This policy does not limit any rights or remedies available to you under applicable Malaysian consumer protection laws. Where the law provides additional rights, those rights take precedence over this policy.