Last updated: 1 August 2026

This Policy describes the circumstances in which customers may cancel an Order, return purchased Products or request a refund, replacement, reshipment, exchange, price adjustment or store credit.

Customers should carefully review these provisions before purchasing, together with our Terms and Conditions and Shipping Policy.

Nothing in this Policy is intended to exclude, restrict or diminish rights and remedies protected by mandatory law. Where applicable legislation provides customers with greater protection than these provisions, those statutory protections take precedence.

1. Purpose and Application of This Policy

Throughout this Policy, the expressions “we”, “us”, “our” and “Company” refer to FUSIONFILLS.

We may work with independent manufacturers, suppliers, fulfilment companies, transportation providers and payment-service providers to process Orders or investigate customer complaints.

This Policy applies to purchases completed directly through:

• fusionfills.com.

• Official invoices or payment requests issued by FUSIONFILLS.

• Representatives authorised to conduct sales on our behalf.

• Other sales channels expressly operated by FUSIONFILLS.

Customers who purchase Products through independent resellers, clinics, marketplace merchants or other third parties should direct their purchase-related claims to the business from which they bought the Products.

This does not remove any separate Product-safety, recall-related or mandatory legal responsibility applicable to FUSIONFILLS.

Where this Policy conflicts with another contractual document, the priority rules established in our Terms and Conditions apply.

General exclusions cannot override an expressly purchased Delivery guarantee or an agreement that shipping includes import duties and taxes.

2. Definitions and Interpretation

The following definitions apply throughout this Policy.

Buyer, you or your: The individual or legal entity purchasing Products from FUSIONFILLS. Anyone submitting a request on behalf of another purchaser must have appropriate authorisation.

Business Buyer: A purchaser acquiring Products for purposes connected with commercial, business or professional activities.

Consumer: An individual purchasing outside their trade, business or professional activities, where recognised as a Consumer under applicable law.

Products: Goods supplied under an Order, including promotional Products expressly agreed as part of the transaction.

Order: A request to purchase Products from FUSIONFILLS. The formation of a binding Contract is governed by our Terms and Conditions.

Dispatch: The physical transfer of Products to a carrier or their entry into onward transportation. Preparing an Order, generating a shipping label or updating an internal Order status does not independently establish Dispatch.

Delivery: Physical receipt of Products by the Buyer or their designated recipient, subject to applicable law. Carrier records may provide evidence of Delivery but are not necessarily conclusive where receipt is genuinely disputed.

Claim: A request involving cancellation, return, refund, replacement, reshipment, exchange, price reduction, store credit or another Order-related concern.

Return Authorisation: Written instructions issued by FUSIONFILLS identifying the Products approved for return and the appropriate return destination.

Original Payment Method: The payment channel through which the relevant purchase amount was originally received.

Business Day: Monday through Friday, excluding public holidays affecting the relevant processing office or financial institution. Mandatory deadlines measured in calendar days remain unaffected.

A purchase does not automatically become a business transaction merely because the Product is labelled for professional use. The purchaser's legal status depends on the actual circumstances and applicable law.

3. Important Reporting and Processing Deadlines

The following periods apply to customer requests, subject to any longer or different timeframe required by mandatory law.

Request or situation	Applicable timeframe
Cancellation of a standard Order	Contact us immediately, preferably before Dispatch
Incorrect, missing or visibly damaged Products	Report within 14 calendar days after Delivery
Hidden or subsequently discovered defects	Report promptly after discovery; Business Buyers should normally report within 14 calendar days of discovery unless another binding period applies
Voluntary return of eligible general cosmetics or skincare	Request within 30 calendar days after Delivery
Eligible EU Consumer withdrawal	Generally notify us within 14 calendar days after receipt
Dispatch of an approved voluntary return	Normally within 14 calendar days after Return Authorisation
Initial Claim acknowledgement or assessment	Normally within 5–7 Business Days after receipt
Approved ordinary commercial refund	Normally initiated within 5–10 Business Days after approval

The voluntary 30-day return arrangement applies only to eligible general cosmetics and non-injectable skincare Products.

Botulinum toxin Products, dermal fillers and other injectable or sterile professional-use Products are excluded from voluntary change-of-mind returns, even where they remain unopened.

The commercial 14-day reporting periods do not extinguish valid statutory rights, including claims involving hidden defects.

Product-safety concerns should be communicated immediately.

Internal Claim reviews and administrative approvals do not extend mandatory legal deadlines for refunds or other remedies.

4. Buyer Responsibilities Concerning Local Regulations

Before ordering, customers must establish whether the particular Products may lawfully be purchased, imported, possessed and used in the destination country.

Buyers must obtain any licences, prescriptions, import permits or other authorisations legally required from them.

A Product's appearance on our website, availability of a shipping option, successful payment or acceptance of an Order does not constitute confirmation that the Product has received regulatory approval in the destination jurisdiction.

Where an Order is affected by missing permissions, inaccurate information or another failure to satisfy a requirement applicable to the Buyer:

• We will examine the circumstances and available supporting evidence.

• Fulfilment may be suspended while the matter is clarified.

• The Order may be cancelled if lawful supply cannot be established.

• Reasonable and documented expenses directly caused by the Buyer's failure may be recovered or deducted only where permitted by law and the Contract.

• Available refunds, returns and reshipments will be assessed according to the purchased shipping service, our express commitments and applicable legislation.

A shipping service described as inclusive covers only the services and charges expressly identified.

It does not provide authorisation to import Products that are legally restricted.

Nothing in this section transfers our statutory obligations to the Buyer or excludes liability for our own breach.

5. Submitting a Cancellation, Return or Refund Claim

Customers may contact FUSIONFILLS through the following channels:

Email: info@fusionfills.com
Phone / WhatsApp: +372 5934 6986

To help us assess your request, please provide the information relevant to your Claim:

• Order number and purchaser's name.

• Product name and affected quantity.

• A clear explanation of the issue.

• Delivery date or date the problem was discovered.

• Photographs of the Product, packaging and shipping label.

• Batch or lot number and expiry date, where relevant.

• Relevant payment, carrier or customs correspondence.

• Your preferred resolution.

Additional documentation will be requested only where reasonably necessary.

You may submit an initial Claim even if some supporting documents are not yet available.

We recommend notifying us promptly and providing additional evidence as reasonably requested.

Where a representative submits a Claim on behalf of another person or business, we may verify their authority before disclosing information or arranging reimbursement.

6. Product Inspection, Supporting Evidence and Preservation

Inspection Upon Receipt

Customers should examine delivered parcels and Products promptly for:

• Incorrect or missing Products.

• Discrepancies in quantities.

• Leakage, breakage, punctures or crushing.

• Damaged seals or evidence of tampering.

• Incorrect batch numbers or expiry information.

• Other issues affecting Product condition or identity.

Before reporting missing items, check internal cartons, protective pouches, insulation and other packaging materials.

Some Orders may also arrive in separate consignments.

Evidence Supporting a Claim

We strongly recommend recording a continuous unboxing video, particularly where the concern involves missing quantities, concealed damage or suspected tampering.

However, an unboxing video is not an automatic requirement for receiving a remedy.

Other relevant evidence may include photographs, packing records, parcel weights, correspondence and transportation documentation.

We may examine our internal records and consult suppliers, carriers or appropriately qualified specialists.

No single item of evidence, including a packing video or Delivery scan, will automatically determine the outcome of a disputed Claim.

Evidence should be genuine and must not be modified in a manner that misrepresents the circumstances.

Irrelevant personal information may be removed or concealed.

Preserving Products and Maintaining Safety

Affected Products and reasonably relevant packaging should be retained until instructions are provided or the Claim is resolved.

Where a Product may be damaged, defective, contaminated or otherwise compromised:

• Stop using or distributing it.

• Separate it from usable inventory.

• Maintain the storage conditions specified on its label.

• Do not further open, alter, relabel or resell it.

• Contact FUSIONFILLS for guidance.

Urgent safety or legal requirements should be followed without waiting for our authorisation.

If disposal is necessary, preserve photographs and other relevant evidence where doing so is reasonably safe and practicable.

Using a Product before discovering a hidden defect does not automatically invalidate a subsequent Claim.

7. Cancellation Before Shipment Dispatch

Customers may request cancellation of a standard Order before it has been dispatched.

To request cancellation, provide:

• Order number.

• Purchaser's name.

• Email address associated with the purchase.

• A clear statement requesting cancellation.

We will make reasonable efforts to stop fulfilment.

A standard commercial cancellation is confirmed once FUSIONFILLS provides written confirmation.

Orders may enter transportation quickly, and tracking information may not immediately reflect physical movement.

If cancellation cannot be completed because the shipment has already entered onward transportation, we will explain the situation.

Refunds for Successfully Cancelled Orders

Where an entire Order is successfully cancelled before Dispatch, we will refund:

• The amount paid for the cancelled Products.

• Taxes collected on those Products.

• Shipping charges relating to transportation that will no longer take place.

For partial cancellations, we will reimburse the cancelled Products and any shipping or other charges that are no longer payable.

The valid exercise of a statutory withdrawal right does not depend on our approval.

Consumer withdrawal rights are addressed separately in Section 12.

8. Cancellation After Dispatch and Special Purchases

Orders Already Dispatched

Once Products have physically entered transportation, ordinary pre-Dispatch cancellation is no longer available.

Any applicable remedy will instead be considered under the provisions concerning:

• Statutory Consumer withdrawal.

• Voluntary Product returns.

• Incorrect, damaged or defective Products.

• Unsuccessful Delivery.

• Purchased shipping guarantees.

Refusing a parcel or failing to collect it does not automatically communicate a valid cancellation or withdrawal.

Customers must contact us directly and clearly state their intention.

Special and Business Orders

Additional cancellation conditions may apply to customised manufacturing, dedicated procurement or other specifically agreed commercial arrangements.

Such conditions must be disclosed and accepted before the Buyer becomes committed to the purchase.

Reserving ordinary inventory, sourcing standard Products, preparing packaging or processing a large Order does not independently eliminate a Consumer's statutory withdrawal rights.

An exception for personalised or made-to-specification goods applies only where the relevant legal requirements are satisfied.

9. Order Modifications and Cancellation by FUSIONFILLS

Before Dispatch, customers may request changes involving:

• Product selection.

• Quantities.

• Recipient information.

• Delivery address.

• Shipping method.

Whether a change can be completed depends on stock availability, operational feasibility, regulatory requirements, applicable price or shipping adjustments and our written confirmation.

If a requested amendment cannot be accommodated, we will explain the available alternatives.

Unless a change or cancellation has been confirmed, the original Order remains effective, subject to applicable statutory rights.

Cancellation Initiated by FUSIONFILLS

We may decline an Order before acceptance or cancel an accepted Order where permitted by the Contract or applicable law.

Relevant circumstances may include:

• Inability to complete necessary payment or eligibility checks.

• Inability to establish lawful supply.

• Reasonable suspicion of fraud or unauthorised payment.

• Circumstances making fulfilment impossible.

• Another valid contractual or legal ground for cancellation.

A pricing error or general operational preference does not automatically permit cancellation of an already binding Contract.

Where FUSIONFILLS cancels an Order, we will refund amounts due for the cancelled Products and services that will not be provided.

Funds affected by binding legal, banking or regulatory restrictions will be handled according to those requirements.

10. Incorrect, Missing or Damaged Products

Products Supplied Incorrectly

If the Product received materially differs from the accepted Order, notify us promptly and retain it for assessment.

Where a fulfilment error attributable to FUSIONFILLS is confirmed, we will provide an appropriate remedy.

This may involve supplying the correct Product, arranging a replacement or issuing a refund, subject to applicable rights.

We will cover reasonable and necessary return and replacement shipping expenses resulting from our confirmed error.

Mistakes Made When Ordering

Selecting the wrong Product, strength, variation, package size or quantity does not constitute a fulfilment error by FUSIONFILLS.

Before Dispatch, we will assess whether the Order can be corrected.

After Dispatch, any return request will be considered under the voluntary-return provisions or applicable statutory withdrawal rights.

Missing Items

Before reporting missing Products, customers should inspect all packaging and review any information concerning split shipments.

Where a paid Product has been omitted, we will arrange Delivery of the missing quantity or another appropriate remedy, including a refund where applicable.

Customers will not be charged additional shipping to correct a confirmed omission attributable to FUSIONFILLS.

Promotional Products

A promotional Product expressly included in an accepted Order forms part of our contractual commitment.

If such an item is missing, we will supply it or agree on an appropriate alternative resolution.

Complimentary Products do not automatically carry an independent cash refund value.

Discretionary gifts or extras that were not expressly promised are not guaranteed.

Products Damaged During Delivery

Customers should report damage promptly and avoid using affected Products.

Minor damage to an external shipping carton does not necessarily establish that the Product itself is defective.

Assessment may consider:

• Integrity of security seals.

• Condition of primary packaging.

• Product labelling.

• Safety and suitability.

• Contractually agreed presentation.

• Intended Product use.

Where damage is attributable to FUSIONFILLS, we will provide the applicable remedy and cover reasonable necessary return and replacement shipping costs.

11. Defective Products, Performance Issues and Recalls

A Product may be considered defective or non-conforming where it:

• Does not correspond to its contractual description.

• Fails to meet an agreed specification.

• Contains a manufacturing defect.

• Has compromised packaging affecting safety or integrity.

• Raises a substantiated authenticity concern.

• Otherwise fails applicable legal conformity requirements.

Hidden defects should be reported promptly after discovery.

The commercial reporting period for visible damage does not eliminate valid rights concerning defects that become apparent later.

We may request relevant information about storage, handling or use and obtain a technical assessment from the manufacturer or an independent specialist.

Manufacturer approval is not a prerequisite for exercising rights that the Buyer holds against FUSIONFILLS.

Product Performance and Treatment Outcomes

An unexpected clinical or aesthetic result does not automatically demonstrate that a Product is defective.

Likewise, an unsatisfactory outcome does not automatically establish improper use.

We will examine the available evidence, including relevant Product information, storage conditions, handling practices and professional-use circumstances.

A Claim will not be rejected solely because the concern arose after the Product was used or because opening the Product was necessary to discover the problem.

Available Remedies

Depending on the circumstances and applicable legislation, available remedies may include:

• Replacement.

• Repair, where suitable for the Product.

• A proportionate reduction in price.

• Refund.

• Another lawful remedy agreed between the parties.

Where legislation establishes a particular choice or sequence of remedies, those requirements will apply.

Where legally required, remedies will be provided without charge, within a reasonable period and without significant inconvenience.

For qualifying EU Consumer purchases, the statutory legal guarantee generally provides protection for at least two years, although national legislation may provide longer periods.

This protection does not extend a Product's expiry date or guarantee suitability beyond its intended shelf life.

Product Safety and Recall Procedures

Suspected safety concerns should be reported promptly.

Identifiable patient information should not be submitted unless necessary and through an agreed secure communication method.

FUSIONFILLS will cooperate with applicable safety investigations and recall procedures.

Business Buyers must maintain legally required traceability records and comply with relevant corrective-action instructions.

12. Statutory Consumer Right of Withdrawal

This section applies where the transaction qualifies for a statutory right of withdrawal.

It does not make restricted Products available to purchasers who are not legally entitled to acquire them.

Eligible EU Distance Purchases

For qualifying EU Consumer purchases, customers generally have 14 calendar days to notify us of their decision to withdraw from the Contract without providing a reason.

The withdrawal period normally begins on the day after the Consumer or their designated recipient physically receives the Products.

Where several Products are purchased together but delivered separately, the relevant period generally begins after receipt of the final item.

A withdrawal notification may also be submitted before Delivery.

Customers may communicate their decision through the contact channels provided in this Policy.

The optional withdrawal template included in Appendix A may be used.

Our approval or issuance of a Return Authorisation is not required for a valid statutory withdrawal notification.

Returning Products After Withdrawal

Unless we arrange collection, Products must be returned within 14 calendar days after the withdrawal notification.

Customers should contact us promptly to obtain the appropriate return location and follow reasonable return instructions.

Administrative procedures must not obstruct the exercise of statutory withdrawal rights.

The Consumer bears direct return shipping costs only where this responsibility was properly disclosed before purchase and applicable law permits it.

FUSIONFILLS will cover return expenses where required by law or expressly agreed.

Refunds Following Statutory Withdrawal

Where withdrawal is valid, we will reimburse the amounts legally due without undue delay and generally within 14 calendar days after receiving the withdrawal notification.

For withdrawal from an entire eligible Order, reimbursement includes the cost of our least expensive standard outbound Delivery option.

Additional charges resulting from an expressly selected premium shipping service may be excluded where permitted by law.

Unless we have offered to collect the Products, reimbursement may be withheld until we receive them or the Consumer supplies evidence of return, whichever occurs first.

Refunds will be made through the Original Payment Method unless the Consumer expressly agrees otherwise.

No refund fee will be charged.

A lawful deduction may apply where Product value has diminished because of handling beyond what was necessary to establish its nature, characteristics and functioning.

Any such deduction must be supported and explained.

Exceptions to Withdrawal Rights

Exceptions apply only where their legal conditions are satisfied.

Examples may include:

• Sealed Products unsuitable for return for health-protection or hygiene reasons after being unsealed following Delivery.

• Goods that deteriorate or expire rapidly.

• Products manufactured according to the Consumer's specifications or clearly personalised.

A Product being described as professional, medical, injectable or temperature-sensitive does not automatically establish a statutory withdrawal exception.

Different legal rules may apply outside the European Union.

All applicable mandatory rights remain available.

13. Voluntary 30-Day Returns for General Cosmetics and Skincare

In addition to mandatory legal rights, FUSIONFILLS offers a 30-calendar-day voluntary return period for eligible general cosmetics and non-injectable skincare Products.

The period begins after Delivery.

This arrangement applies to qualifying change-of-mind requests and customer ordering mistakes.

It is separate from statutory withdrawal rights and remedies for defective Products.

Botulinum toxin Products, dermal fillers and other injectable or sterile professional-use Products are not eligible for voluntary change-of-mind returns, even if unopened, unused or sealed.

Conditions for Eligibility

To qualify for a voluntary return, the Product must generally be:

• Unopened, unused and unaltered.

• Free from damage or contamination.

• In its original packaging with security seals intact.

• Within its expiry period.

• Stored correctly following Delivery.

• Suitable for lawful return and resale.

Customers must contact FUSIONFILLS before sending Products back.

Written Return Authorisation is required for voluntary returns.

Unless otherwise agreed, an approved voluntary return must be dispatched within 14 calendar days after authorisation.

Costs Associated With Voluntary Returns

The Buyer is responsible for disclosed reasonable return expenses, including return transportation and applicable customs charges.

Purchasing additional shipping insurance is optional.

Original outbound shipping fees are not reimbursed for voluntary change-of-mind returns unless expressly agreed or legally required.

Any applicable deduction or return expense will be explained.

Undisclosed restocking fees will not be imposed.

14. Products Not Eligible for Voluntary Returns

The voluntary return programme is restricted to qualifying general cosmetics and non-injectable skincare Products.

The following categories are excluded:

• Botulinum toxin Products.

• Dermal fillers.

• Other injectable Products, including injectable skin boosters.

• Sterile Products intended for professional use.

These exclusions apply regardless of whether the Products remain unopened, unused or sealed.

Additional Exclusions for Otherwise Eligible Products

Even within the general cosmetics and skincare categories, voluntary returns will generally not be accepted for:

• Products that have been opened, used, punctured or modified.

• Products with broken security seals or compromised sterile barriers.

• Products that have been mixed, diluted or reconstituted.

• Damaged or contaminated Products.

• Products with modified labels or batch information.

• Products stored outside their required conditions after Delivery.

• Personalised or specially manufactured Products.

• Other Products expressly excluded from voluntary returns before purchase.

Temperature-sensitive Products may also be excluded where their storage history or integrity cannot reasonably be verified.

Professional-use Products expressly excluded above are not eligible for voluntary returns.

For otherwise eligible Products, we may also decline a voluntary return where adequate traceability, Product safety or lawful resale cannot be established.

These exclusions concern discretionary voluntary returns only.

They do not remove applicable statutory withdrawal rights or remedies relating to incorrect, damaged or non-conforming Products.

15. Product Shelf Life and Expiry Dates

Unless a different remaining shelf life has been disclosed and agreed before purchase, our commercial standard is to supply Products with more than three months of remaining shelf life at Delivery.

This standard does not override:

• A longer shelf life expressly promised to the Buyer.

• Product-specific legal requirements.

• Applicable conformity obligations.

• A particular intended purpose expressly accepted by FUSIONFILLS.

Customers purchasing in bulk, intending to resell Products or planning future treatments should request confirmation before ordering if a longer remaining shelf life is necessary.

Products with a shorter remaining shelf life than our commercial standard must be identified and agreed before purchase.

Customers should notify us promptly if they receive:

• An expired Product.

• A Product with less remaining shelf life than agreed.

• Incorrect or misleading expiry information.

A Product expiring after it has remained in the Buyer's possession does not independently establish a refund entitlement where the Product complied with the Contract at Delivery.

16. Return Procedures and Product Inspection

Return instructions issued by FUSIONFILLS will identify the appropriate destination and may specify:

• Products and quantities authorised for return.

• A return reference number.

• Packaging and storage requirements.

• Supporting documentation.

• Transportation arrangements.

• Applicable Dispatch deadlines.

Customers must not send Products to an office, supplier or warehouse without confirming that it is the correct return location.

For statutory rights, obtaining administrative instructions is not a prerequisite for submitting a valid withdrawal notification or Claim.

Returned Products should be packaged appropriately.

Customers should retain evidence of Dispatch.

Responsibility During Return Transportation

Responsibility for loss or damage during return transportation depends on the agreed return arrangements and applicable law.

For voluntary returns using a carrier independently selected by the Buyer, transit risk generally remains with the Buyer until the shipment reaches our designated return location.

Customers are not responsible for damage caused by FUSIONFILLS after receipt.

Inspection of Returned Products

Returned merchandise may be examined to verify:

• Product identity.

• Completeness.

• Physical condition.

• Integrity of security seals.

• Compliance with the applicable return requirements.

Inspection procedures must not delay reimbursement beyond a mandatory statutory deadline.

A valid statutory remedy will not be rejected solely because an administrative return reference is missing.

17. Refund Calculations and Permitted Deductions

Depending on the circumstances, a refund may include:

• The amount actually paid for affected Products.

• Refundable taxes collected by FUSIONFILLS.

• Shipping fees or other charges refundable under the Contract or applicable law.

Discounted Products are refunded according to the amount actually paid.

A problem affecting only part of an Order does not automatically justify reimbursement for unaffected Products.

A broader remedy will be provided where legally required or where the issue materially affects the entire transaction.

Deductions From Refunds

Deductions may be applied only where justified by the relevant return category and permitted by law.

Where a deduction is proposed, we will explain:

• The reason for the deduction.

• The amount being deducted.

• The calculation or supporting evidence.

Costs resulting from our own error or ordinary inspection of a valid defective-Product return will not be deducted.

A reduced refund will not be imposed in place of another remedy to which the Buyer is legally entitled.

18. Refund Payment Methods and Processing Times

Refunds will ordinarily be issued through the Original Payment Method.

Where that method is unavailable, we will arrange another lawful reimbursement method, subject to necessary verification and agreement.

Customers may be asked to provide accurate bank account details and evidence that the proposed recipient is entitled to receive the refund.

Commercial Refund Processing

For ordinary approved commercial refunds, payment is normally initiated within 5–10 Business Days after approval.

Where mandatory law requires earlier reimbursement, the statutory deadline takes priority.

In particular, the Consumer withdrawal timetable in Section 12 cannot be extended through our internal approval, inspection or processing procedures.

Bank processing and settlement times may vary.

Where available, we will provide payment confirmation and reasonably assist customers in tracing delayed or returned refunds.

If incorrect banking details prevent reimbursement, we will request corrected information.

An unsuccessful transfer does not extinguish an outstanding refund obligation.

Currency Conversion and Banking Charges

Where currency conversion was involved in the original purchase, we will refund the amount due in the original transaction currency where reasonably practicable.

Independent exchange-rate fluctuations or bank conversion fees are not ordinarily reimbursed unless required by law or caused by an error attributable to FUSIONFILLS.

19. Product Replacements, Reshipments and Exchanges

A replacement or reshipment may be arranged where it is legally permitted, available and appropriate to the circumstances.

Where applicable law gives the Buyer a choice between remedies, that choice will be respected subject to lawful limitations.

Before arranging a replacement, we will confirm:

• The Product and quantity involved.

• Any necessary return arrangements.

• Expected Dispatch timing.

• Applicable transportation arrangements.

• Any permitted allocation of costs.

Customers will not be charged additional return or replacement shipping fees to correct a confirmed error attributable to FUSIONFILLS.

Replacement arrangements must not materially diminish an express Delivery guarantee or tax-inclusive shipping commitment applicable to the remedy.

Where an agreed replacement cannot be supplied, we will provide the refund or alternative remedy required by law.

Substitution with another Product or store credit requires the Buyer's agreement.

Voluntary Exchanges

Voluntary exchanges are subject to the same eligibility conditions and exclusions applicable to voluntary returns under Sections 13 and 14.

For qualifying exchanges:

• If the replacement Product costs more, the Buyer must pay the agreed difference.

• If it costs less, the difference will be refunded or provided as store credit where the Buyer agrees.

• Additional shipping charges must be disclosed and accepted before proceeding.

20. Failed Delivery and Customs-Related Claims

If a parcel is lost, returned, refused by customs authorities or otherwise cannot be delivered, customers should contact us and provide the relevant tracking information and correspondence.

We will assess:

• Whether Delivery was completed.

• The reason for the Delivery failure.

• The shipping service purchased.

• Any express Delivery guarantee.

• Whether either party failed to meet an applicable obligation.

• Available evidence from carriers, customs authorities and fulfilment providers.

Where FUSIONFILLS remains responsible for an undelivered Order, we will provide the remedy required by the Contract and applicable law.

Expenses caused by the Buyer may be recovered only where justified, documented and legally permitted.

Customers will not be required to undergo repeated unsuccessful reshipments where a refund is legally due.

Any proposed replacement shipment must have a lawful and reasonably viable Delivery route.

Carrier investigations do not suspend mandatory legal deadlines for remedies.

21. Store Credit Conditions

Store credit may be provided where expressly agreed with the customer or offered as a separate promotional benefit.

We will not require customers to accept store credit instead of a monetary refund to which they are legally entitled.

When issuing store credit, we will disclose:

• Its monetary value.

• Where it may be redeemed.

• Any expiry date permitted by law.

• Applicable redemption restrictions.

Unless otherwise agreed, store credit is non-transferable and cannot be exchanged for cash, subject to mandatory legal rights.

Purchases Using Multiple Payment Sources

Where an Order was paid partly using store credit and partly using money, any refund will reflect the relevant original payment sources.

The allocation of a partial refund will be explained.

A monetary refund will not be converted into additional store credit without the customer's agreement.

22. Duplicate Purchases, Payments and Compensation

Customers who accidentally submit duplicate Orders should contact FUSIONFILLS promptly.

Where the Orders have not yet been dispatched, we will assess whether cancellation is possible.

Confirmed duplicate payments for the same Order will be refunded unless the customer expressly agrees to another lawful arrangement.

Avoiding Duplicate Compensation

A Buyer cannot receive compensation more than once for the same loss.

Relevant refunds, replacements, insurance payments or payment reversals may be considered when determining whether any further remedy remains due.

If an original shipment is recovered after compensation has been provided, the customer should notify us.

Where appropriate, we will arrange its return at our expense or agree on another reasonable solution.

Customers will not be required to withdraw a lawful payment dispute merely to have a Claim reviewed.

23. Claim Assessment and Decisions

FUSIONFILLS normally acknowledges or begins reviewing a Claim within 5–7 Business Days after receiving it.

Complex cases may require additional investigation.

Where appropriate, we will provide reasonable progress updates and explain significant delays.

Requests for Additional Information

If necessary information is missing, we may request further documentation and provide a reasonable period for the customer to respond.

Ordinarily, a Claim may be marked administratively inactive after 14 calendar days without a response.

Administrative closure does not extinguish a valid statutory right.

Additional information received later will be reviewed where appropriate and within applicable legal periods.

Internal review targets and investigations do not extend mandatory remedy deadlines.

Approval of Discretionary Remedies

Only an authorised FUSIONFILLS representative may confirm a discretionary refund, replacement, exchange or voluntary return arrangement.

An automated acknowledgement does not constitute approval.

However, statutory rights do not depend on discretionary authorisation.

Rejected or Reduced Claims

Where a Claim is declined or the proposed remedy is reduced, we will explain the principal reasons.

Customers may request reconsideration and submit additional supporting evidence.

Suspected dishonesty will be assessed using the available facts.

A disputed Claim or one lacking sufficient documentation will not automatically be classified as fraudulent.

24. Amendments to This Policy

The version of this Policy made available when the customer placed an Order governs that purchase unless a change is required by law or expressly agreed.

Revisions apply to future transactions and will display an updated publication date.

Later amendments will not retrospectively remove previously agreed rights.

This Policy operates alongside our Terms and Conditions, Shipping Policy and any expressly agreed terms specific to an Order.

25. Contact Information

For cancellation requests, return enquiries, refunds, replacements or other Order-related concerns, please contact:

FUSIONFILLS

Email: info@fusionfills.com
Phone / WhatsApp: +372 5934 6986

Please include your Order number whenever relevant.

A business address is not automatically an authorised return destination.

Contact us before sending Products back so that we can provide the appropriate return address and instructions.

Appendix A — Model Consumer Withdrawal Form

This optional form may be used to notify FUSIONFILLS of your decision to withdraw from an eligible Consumer distance-purchase Contract.

You may instead communicate your withdrawal through any other clear statement.

Send to: info@fusionfills.com

Subject: Notice of Consumer Withdrawal

I/we hereby notify FUSIONFILLS that I/we wish to withdraw from my/our Contract for the purchase of the following Products:

Order number: ______________________________

Product(s): _________________________________

Order date: __________________________________

Date received: _______________________________

Consumer name: ______________________________

Consumer address: ___________________________

Consumer email: _____________________________

Date of withdrawal notice: ____________________

Signature (only if submitted on paper): ____________________

Submitting this form is optional. A valid statutory withdrawal may be communicated through another clear statement within the applicable legal timeframe.