Refund policy

RETURN AND REFUND POLICY

Last updated: June 2, 2026

Thank you for shopping with Fermoza.

Fermoza wants every customer to be satisfied with their purchase. Please read our Return and Refund Policy carefully before placing an order.

RETURN WINDOW

Our return policy lasts 30 days from the date your order is delivered.

If 30 days have passed since your order was delivered, we unfortunately cannot offer a refund or exchange.

RETURN ELIGIBILITY

To be eligible for a return, your item must be:

• Unused, unworn, and undamaged

• In the same condition that you received it

• In its original packaging

• Complete with tags, straps, accessories, dust bag, and any included items

• Supported by a receipt or proof of purchase

To start a return, please contact us first at support@fermoza.store with your order number, full name, reason for return, and clear photos of the item.

Please do not send your item back without contacting us first. Returns sent without approval may not be accepted.

PERSONALIZED ITEMS

Personalized bags, nameplate bags, custom-name bags, and any item customized with a customer’s chosen name, initials, letters, or special detail are final sale and cannot be returned, exchanged, or refunded unless the item is defective, damaged, or incorrect due to our error.

Please review your spelling, name, initials, color, and order details carefully before completing your purchase.

Fermoza is not responsible for customer spelling mistakes, wrong names, wrong initials, wrong color selection, or incorrect personalization details submitted at checkout.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at support@fermoza.store.

Please include your order number and clear photos or videos showing the issue, the packaging, and the shipping label.

If the issue is approved, we may offer a replacement, repair solution, store credit, exchange, or refund depending on the situation.

NON-RETURNABLE ITEMS

The following items cannot be returned:

• Personalized or custom nameplate bags, unless defective or incorrect due to our error

• Gift cards

• Sale, clearance, or final sale items

• Items that have been used, worn, damaged, altered, washed, or stained

• Items returned without original packaging, tags, straps, accessories, or included items

• Items returned more than 30 days after delivery

• Items damaged due to misuse, improper storage, or normal wear and tear

PARTIAL REFUNDS

Partial refunds may be granted in certain situations, including:

• Items not returned in their original condition

• Items damaged or missing parts for reasons not due to our error

• Items returned with incomplete packaging or missing accessories

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you if your refund is approved or rejected.

If approved, your refund will be processed to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank, card provider, or payment processor.

LATE OR MISSING REFUNDS

If you have not received your refund yet, please check your bank account again.

Then contact your credit card company, bank, or payment provider. There may be processing time before a refund is posted.

If you have completed these steps and still have not received your refund, please contact us at support@fermoza.store.

SALE ITEMS

Sale, clearance, discounted, or final sale items cannot be refunded unless they are defective, damaged, or incorrect due to our error.

EXCHANGES

We only replace items if they are defective, damaged, or incorrect due to our error.

If you need to request an exchange, please email us at support@fermoza.store with your order number, full name, reason for exchange, and clear photos of the item.

RETURN SHIPPING

To return your product, please contact us first at support@fermoza.store for return instructions.

Approved returns may be sent to:

Fermoza
370 Bankers Ave., Bankers Village V
Guitnang Bayan 1, San Mateo, Rizal
1850, Philippines

Customers are responsible for paying their own return shipping costs unless the return is caused by our error, such as a defective, damaged, or incorrect item.

Shipping costs are non-refundable.

If you receive a refund, the cost of return shipping or original delivery fees may be deducted from your refund where applicable.

We recommend using a trackable shipping service or purchasing shipping insurance. Fermoza is not responsible for returned items that are lost, delayed, damaged, or undelivered in transit.

CONTACT

For return and refund questions, please contact us at:

Fermoza
Email: support@fermoza.store
Address: 370 Bankers Ave., Bankers Village V, Guitnang Bayan 1, San Mateo, Rizal, 1850, Philippines