RETURN POLICY

We want customers to feel confident when shopping with Fixcanto.

You may request a return of an eligible item within 30 days after receiving your order.

To qualify for a return, the product should generally be unused and in substantially the same condition in which it was received. Original packaging, accessories, manuals, tags, and other included components should also be returned where applicable.

How to Request a Return

Before returning an item, contact us at [email protected].

Please provide your order number, the product you wish to return, and the reason for your return request.

Our customer service team will review your request and provide return instructions if your return is approved.

Please do not send a product back without contacting us first.

Return Address

Approved returns should be sent to:

Factory Building No. 3, No. 11 Dongsheng Road, Chadong Village, Dalong Street, Panyu District, Guangzhou City, Guangdong Province, China

Please contact us before sending any package to this address. Returns sent without prior authorization may experience delays in identification or processing.

Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If you receive a damaged, defective, or incorrect item, contact us as soon as reasonably possible at [email protected].

Please provide your order number and a description of the issue. We may also request photographs or other information reasonably necessary to review the problem.

After reviewing the request, we will provide an appropriate resolution, which may include a replacement or refund, depending on the circumstances and applicable law.

If the issue resulted from an error on our part, we will provide an appropriate remedy without requiring the customer to bear applicable return shipping costs.

Missing Items

If your order arrives with one or more items missing, please contact us at [email protected] and provide your order number, details of the missing item, and any relevant information reasonably requested to help us review the issue.

After verification, we will provide an appropriate resolution, which may include sending the missing item at no additional charge or issuing a refund for the missing item.

Return Shipping Costs

For returns resulting from a change of mind, an incorrect selection made by the customer, or another reason unrelated to an error on our part, the customer may be responsible for return shipping costs where permitted by applicable law.

If we confirm that an item was damaged, defective, incorrect, or otherwise supplied due to an error on our part, we will provide appropriate return instructions or another suitable resolution.

Refunds

After an approved return has been received and inspected, we will notify you of the outcome.

For an approved refund, the refund will cover the purchase price actually paid for the eligible returned item, subject to this policy and applicable law.

If a refund is approved, we will generally initiate the refund to the original payment method within 5–7 business days after approval.

Your bank, card issuer, or payment provider may require additional time to process and display the refund after we initiate it.

Any treatment of original shipping charges will be determined in accordance with the reason for the return, this policy, and applicable law.

Exchanges

If you would like to exchange an eligible product, contact us at [email protected].

Exchange availability depends on inventory and the circumstances of the request.

If an exchange is unavailable, we may offer another appropriate resolution, including a refund where applicable.

Cancellations

If you wish to cancel an order, please contact us at [email protected] within 12 hours of placing the order.

We will make reasonable efforts to accommodate eligible cancellation requests submitted within this period.

However, if an order has already entered fulfillment or has been dispatched before we receive or process the cancellation request, cancellation may no longer be possible.

If an order has already been shipped, you may request an eligible return after receiving it in accordance with this policy.

If an eligible order is successfully cancelled after payment has been collected, the applicable refund will be issued to the original payment method.

Consumer Rights

Nothing in this policy limits or excludes any rights or remedies available to consumers that cannot lawfully be limited or excluded under applicable law.

Contact Us

For return, refund, exchange, cancellation, damaged-item, or missing-item questions, please contact:

Email: [email protected]
Phone: +86 131 3612 4214