Clause 1: Scope and Applicability

This policy applies to all buyer-initiated refund, return, and dispute requests for products purchased on the Fusion Attire marketplace. By checking out, the buyer agrees to these terms.

Clause 2: The 7-Day Notification Window

Buyers have a strict window of seven (7) working days from the confirmed date of delivery to initiate a return or refund request. Claims made outside this window will be automatically declined.

Clause 3: Manufacturing Defects on Arrival

If a product arrives with a clear manufacturing defect, the buyer must provide photographic evidence within forty-eight (48) hours of delivery to qualify for an immediate standard refund stream.

Clause 4: Sizing Discrepancies and AfriSize Tolerance

Fusion Attire guarantees a structural sizing tolerance of $\pm$2cm against the stated product measurements. If physical verification proves a delivered item deviates by more than 2cm from the AfriSize specification, it is classified as a Designer Fault and qualifies for a full refund or replacement.

Clause 5: Non-Returnable and Hygiene-Restricted Items

Due to hygiene and production logic, underwear and swimwear cannot be returned under any circumstances.

Clause 6: Made-to-Order and Bespoke Exclusions

Products explicitly marked as made-to-order or bespoke are manufactured exclusively for your order. Change-of-mind return requests on these customized items are strictly non-refundable.

Clause 7: Condition of Returned Items

Any item approved for physical return must be sent back in its original condition. Items showing distinct signs of wear, washing, alteration, or post-delivery damage will be rejected during inspection, and no refund will be issued.

Clause 8: Allocation of Return Shipping Costs

Where a return is caused by platform error, wrong item dispatch, or designer manufacturing defects, Fusion Attire will fully cover the return shipping logistics. For eligible change-of-mind items, the buyer is strictly responsible for covering the return courier costs.

Clause 9: First-Contact Protocol and Response Times

All claims must be submitted via our official WhatsApp support channel or Shopify contact form. Our Sales Lead will open a formal case file and acknowledge receipt within four (4) working hours during business days.

Clause 10: The Evidence Requirements

To advance a claim to the investigation stage, the buyer must provide necessary documentation, including the original order number, clear photos of the product issues, and photos of the delivery packaging condition.

Clause 11: Resolution Windows

Fusion Attire operates on a strict processing timeline. A formal resolution proposal (Full Refund, Partial Refund, Return and Refund, or Decline) will be communicated to the buyer within forty-eight (48) hours of submitting complete evidence.

Clause 12: Partial Refund Issuance

In cases where a product suffers from a minor aesthetic defect that does not restrict wearability, or where a delivery was delayed significantly past the maximum stated regional window, a partial refund proportional to the issue may be offered subject to executive approval.

Clause 13: Financial Processing Timelines

Once a refund is approved by management, the transaction is initiated instantly through our payment gateways. Funds will reliably reflect back in the buyer's original payment method within five (5) working days, depending on banking institution protocols.

Clause 14: Dispute Escalation Path

If a buyer disagrees with an initial case resolution, they have the right to request an escalation via WhatsApp. The entire case file and metadata will be handed directly to the Founder & CEO for a personal administrative review.

Clause 15: Finality of Decision Authority

Following a formal escalation review, the Founder & CEO will issue a final decision within seven (7) working days. This executive determination serves as the final platform ruling for the dispute.