Return & Refund Policy

Return & Refund Policy

At FUZMORI, we stand behind the quality of our products across the full catalog — including AI robots, AI plush companions, and smart rings. We understand that sometimes things don't work out, which is why we offer clear protection for your peace of mind.

14-Day No-Reason Return & Refund (Storewide)

We want you to be completely satisfied with your purchase. If for any reason you're not happy with your FUZMORI product (robots, plush toys, smart rings, or other items sold on this store), you can return it within 14 days of delivery for a full refund or exchange.

Conditions:

  • No questions asked — You don't need to provide a reason
  • Product must be in original condition with packaging intact
  • All accessories must be included (chargers, cables, manuals, gift boxes, etc.)
  • Product must be suitable for resale (no damage, heavy wear, stains, or missing parts)
  • Proof of purchase (order number) required
  • Blind-box / opened sealed blind packaging, personalized, or clearly marked non-returnable variants are excluded unless defective

How to Initiate:

  1. Email us at support@fuzmori.com with your order number
  2. Receive return authorization (RMA) within 2 business days
  3. Ship product back in original packaging
  4. Refund or replacement processed within 5–7 business days after inspection

Return Shipping: Customer pays return shipping for no-reason returns.

EU/UK Consumer Right of Withdrawal

For customers in the European Union and United Kingdom, you have a legal 14-day cooling-off period (Right of Withdrawal) under EU Directive 2011/83/EU. You may cancel your order for any reason within 14 calendar days of receiving your product. We will refund you within 14 days of receiving the returned item. This right is in addition to any local consumer protection laws that may apply.

6-Month Quality Issue Replacement

If you experience a quality issue within 6 months of delivery, we'll provide a free replacement where eligible — no hassle.

What's Covered:

  • Electronic malfunctions (robots, plush electronics, smart rings)
  • Battery issues or charging problems
  • Connectivity, Bluetooth, or app pairing failures caused by product defect
  • Software or firmware problems attributable to the product
  • Manufacturing defects

Important Condition:

Product surface must be free of deep scratches, tears, stains, or physical damage from misuse. Normal wear and tear is acceptable. Soft plush surfaces with heavy soiling, odor, or damage from improper cleaning may not qualify.

What We'll Cover:

  • Free replacement of the defective product
  • Free return shipping — We'll send a prepaid shipping label when approved
  • No inspection fees or hidden charges

How to Claim:

  1. Email us at support@fuzmori.com with order number and description of the issue
  2. Include photos or videos showing the problem (if possible)
  3. Receive RMA number and prepaid shipping label within 2 business days
  4. Ship the product back (we cover shipping for approved quality claims)
  5. Receive replacement within 7–10 business days

Extended After-Sales Support

For issues that arise after the 6-month free replacement window, we offer after-sales support (diagnosis, repair options, or parts guidance) on a case-by-case basis depending on product type and availability.

  • Minor software/settings help: often free via remote support
  • Component repair or replacement: may incur a small service fee (quoted before work begins)
  • Physical damage from accidents or misuse: case-by-case evaluation

Lifetime Technical Support

We're happy to help with setup, pairing, app troubleshooting, and general product questions for robots, plush companions, and smart rings. Technical support by email is free — contact support@fuzmori.com.

What's Not Covered

  • Lost or stolen products
  • Damage caused by accidents, abuse, neglect, or unauthorized modification
  • Water damage beyond the product's stated waterproof/water-resistance rating
  • Normal cosmetic wear (minor scratches, color fading, soft-toy fluff wear)
  • Opened sealed blind-box items sold as non-returnable (unless defective on arrival)
  • Products purchased from unauthorized resellers

Refund Process

  • Refund is processed within 5–7 business days (EU/UK: within 14 days) after we receive and inspect the item
  • Refund is issued to your original payment method
  • Please allow additional time for your bank or payment provider to process the refund
  • Original outbound shipping costs are not refunded unless the product was defective or we made an error

Wellness Product Disclaimer

Smart rings and related wellness features provide informational lifestyle insights only. They are not medical devices and are not intended to diagnose, treat, cure, or prevent any disease. Always consult a qualified healthcare professional for medical concerns.

Contact Us

For questions about returns, refunds, or after-sales service:

Email: support@fuzmori.com
Phone/WhatsApp: +86 13854657136
Hours: Monday–Friday, 9:00 AM – 6:00 PM (Hong Kong Time, GMT+8)
Address:
HONG KONG HAOYUAN INTERNATIONAL TRADE LIMITED
253-261 Hennessy Road, Wan Chai, Hong Kong

Please include your order number and a short description of your request for faster assistance.

Last updated: October 30, 2026