1. Scope of Application and Legal Basis
These Returns and Exchanges Policy are based on the EU Consumer Rights Directive and the Right to Repair Directive, which comes into effect in 2024. They apply to all children's clothing products purchased within the European Economic Area (EEA) through our website (growfortis.com), our stores, and other sales channels. These policies specifically address the safe return and exchange of children's clothing for children under 14 years of age, strictly adhering to the EN 14682:2014 safety standard for children's clothing cords and cords and the REACH restriction of chemical substances.
2. Unconditional Return (Cooling-off Period)
Distance Sales Returns
For products purchased through our website or other remote channels, you have a 14-day cooling-off period, starting from the date you receive the product. During this period, you may request a return without giving any reason. Returns must meet the following conditions:
The product must be in new condition, unworn, washed, or damaged.
The tag and original packaging must be intact.
Proof of purchase (order number or invoice) must be included.
3. Return and Exchange Process
3.1 Application Method
To exercise your return or exchange rights, please notify us via the following methods:
Email: [email protected] (please specify the order number and reason for return or exchange).
Website Form: Submit your request through the "Customer Service" section of growfortis.com.
3.2 Processing Time
We will confirm your application within 3 business days of receiving it.
Quality inspection will take no longer than 10 business days.
Once the returned product has been inspected and approved, a refund will be issued within 14 days.
4. Costs and Refund Method
4.1 Shipping Policy
Unconditional Returns: Return shipping is the consumer's responsibility (we will provide an estimated shipping fee upon return confirmation).
Returns due to quality issues: Return shipping is our responsibility.
Cross-border returns within the EU may use our prepaid shipping label (for quality issues only).
4.2 Refund Methods
Refunds will be made to the original payment method at no additional charge.
If the original payment method is unavailable, we can negotiate a gift card or bank transfer.
Refunds include the full purchase price and the original shipping fee (if applicable).
5. Dispute Resolution and Complaints
If you have any objections to your return or exchange, you may resolve the issue through the following channels:
First, contact our Customer Service Team at [email protected].
Live a complaint with the data protection authority in your member state (as per the privacy policy).