Returns & Refunds
How to submit a refund, return, or exchange request and what happens during review.
Contents and document details
Policy details
- Published
- September 7, 2026
- Effective
- August 23, 2026
- Version
- 2
This policy describes the request and review process for refunds, returns, and exchanges. It applies to orders placed through the Fofiwo storefront and should be read with our Terms of Service and Shipping Information.
Sign in to your account and open Refunds to submit a request connected to your order. If you cannot access the account used for the purchase, contact us through the Contact page and include the order number.
| Request type | Submitted from | Information used in review |
|---|---|---|
| Refund | Refunds in your account | Order, reason, requested amount, and supporting details |
| Return & Refund | Refunds in your account | Relevant item, reason, supporting details, and return instructions if approved |
| Exchange | Refunds in your account | Relevant item, reason, supporting details, and availability for the requested outcome |
You can add a reason, description, and supporting images when relevant. Submitting a request does not mean that a refund, return, or exchange has been approved.
We review each request using the order record, item details, the reason provided, available evidence, and any applicable legal requirements. Eligibility can depend on the order status, payment status, item condition, whether the item is associated with the order, and the nature of the request.
We may ask for additional information or images where they are reasonably needed to assess a request. Do not send an item back unless we have provided return instructions for that request.
After review, we may approve, decline, or request more information about a refund, return, or exchange. If a return is required, the decision or follow-up communication will explain the next steps. Any approved refund amount, method, and processing status will be recorded for the request and may also depend on the payment provider's processing procedures.
Whether shipping charges are included in an approved outcome depends on the request, the order, and applicable law. We will identify any approved shipping-cost treatment as part of the request outcome. A request for a refund does not by itself approve reimbursement of delivery or return-shipping charges.
If you need to cancel an order, submit the request as soon as possible through the order area of your account. Availability of cancellation depends on the order's fulfillment status. Where a cancellation cannot be completed directly, it may be handled through the applicable return or refund review process.
Nothing in this policy limits consumer rights that cannot be waived under applicable law. Where those rights provide a different outcome from this policy, the applicable law controls.
We may update this policy when our operations, products, or legal requirements change. The current version and effective date are displayed on this page.
For help with a request, use Refunds for an account order or our Contact page for general assistance.