Fortunata Gallery
At Fortunata Gallery, every order is carefully inspected before shipment. Our Return & Refund Policy is designed to provide a fair shopping experience while protecting both our customers and our business from fraudulent claims.
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1. Return Eligibility
We provide ONE (1) FREE local return (Indonesia only) only if the mistake is caused by Fortunata Gallery, including but not limited to:
– Wrong item sent.
– Wrong size or color sent.
– Manufacturing defect confirmed by our Quality Control (QC) Team.
For any additional approved return requests, the return shipping cost will be borne by the customer.
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2. Return Request Period
To be eligible for a return:
– Return requests must be submitted within 1 × 24 hours after the package is marked as delivered.
– The returned package must be handed over to the courier within 2 × 24 hours after delivery confirmation.
– Selected areas may receive pickup service arranged by our office.
Requests submitted after the allowed period may not be accepted.
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3. Product Condition
Returned products must be received in exactly the same condition as originally shipped.
The following must remain complete:
– Original Name Tag.
– Brand Label.
– Original Packaging.
– Accessories (if applicable).
– Product must be unused, unwashed, undamaged, odor-free, and without any alterations.
Products showing signs of use, damage, or incomplete packaging are not eligible for return or refund.
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4. Quality Control Inspection
Every returned product will undergo inspection by our Quality Control (QC) Department.
Refunds or exchanges will only be processed after QC confirms that the returned product fully complies with our return requirements.
If the product fails QC inspection, the return request will be declined.
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5. Invalid & Fraudulent Returns
For security reasons, Fortunata Gallery reserves the right to reject any return if:
– The returned package contains an item different from the original product.
– The package contains an empty box or empty packaging.
– The package contains trash or unrelated items.
– The product has been used, washed, altered, damaged, or missing accessories.
Fraudulent return attempts may be documented and handled according to applicable laws and regulations.
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6. Refund Process
Approved refunds will be processed after QC verification.
Refunds are generally completed within 3–7 business days, depending on the payment provider.
Shipping charges, courier delays, or additional service fees may not be refundable unless otherwise required by applicable law.
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7. Shipping Information
Customers are responsible for ensuring that their shipping address, recipient name, and contact number are accurate before placing an order.
Fortunata Gallery is not responsible for delivery delays caused by incorrect customer information, force majeure, or courier operational issues.
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8. Size Guide
Please review our Size Guide before placing your order.
Minor measurement differences of approximately ±1–2 cm due to manual measurement are considered normal and are not valid reasons for return or refund.
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9. Special Category Policies
Fashion Collection
Products must remain unworn, unwashed, and with all original tags attached.
Fine Living Essentials
A continuous unboxing video (No Cut / No Edit) is mandatory for any claim regarding damaged, missing, or incorrect items.
Cosmetic & Spa
For hygiene and customer safety reasons:
– A continuous unboxing video is mandatory.
– Products that have been opened, unsealed, or used cannot be returned or refunded unless a manufacturing defect or shipping error is confirmed.
Jewellery Collection
Due to the custom-made nature of our jewellery, orders cannot be cancelled, returned, or refunded once production has begun, except in cases of verified manufacturing defects.
Digital Products
All digital products, downloadable files, memberships, templates, and online services are non-returnable and non-refundable after purchase or activation.
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10. Courier & Pickup Policy
All return, pickup, refund, and replacement processes are handled ONLY by the Fortunata Gallery Office Team.
Our courier or pickup personnel:
– Are NOT authorized to receive cash payments or bank transfers.
– Will NEVER request any payment during pickup.
If anyone claiming to represent Fortunata Gallery requests money during pickup, please refuse the request and contact our Customer Support immediately.
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11. Member Benefits
FG Members may enjoy exclusive promotions, shipping subsidies, member-only discounts, and seasonal offers.
Benefits, promotions, and eligibility are subject to the applicable Terms & Conditions.
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Final Notice
By completing your purchase, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.
Fortunata Gallery reserves the right to update or modify this policy at any time without prior notice whenever necessary to improve our services or comply with applicable regulations.
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Fortunata Gallery
Luxury in Simplicity