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FusionHome AI – Return & Refund Policy

Effective Date: 4 Dec 2025

1. Overview

FusionHome AI is a neutral online platform that connects buyers and independent third-party sellers (“Suppliers”). All products sold on the Platform are offered by Suppliers, not by Fusion. This Return & Refund Policy (“Policy”) sets out the terms under which Customers (buyers) may request returns or refunds, and the obligations of Suppliers when such requests arise. Fusion may facilitate communication, payment, logistics or dispute-handling for convenience, but Suppliers remain solely responsible for product quality, fulfillment, and after-sales obligations.

2. When Returns & Refunds Apply

Customers may request a return or refund in the following situations (non-exhaustive):

  • The item delivered is damaged, defective, or materially different from the product description or images.
  • The wrong product (wrong item, model, or missing components) was delivered.
  • The item was lost in transit or did not arrive.
  • Other legitimate quality or fulfillment issues, approved by the Supplier and/or Fusion (if dispute is escalated).

Note: Returns due to “change of mind” (i.e. buyer simply doesn’t want the product anymore) are accepted only if the listing explicitly states that such returns are allowed — otherwise, “change of mind” returns are not guaranteed.

3. Time Window for Returns & Refund Requests

  • For defective, damaged, or incorrect items: Customers must submit a return/refund request within [30] days after delivery confirmation (or official delivery date).
  • For non-delivery or lost-in-transit items: Customers must notify Supplier within [30] days after the expected delivery date.
  • Requests made after the time window may be rejected, unless exceptional circumstances are verified.

4. Return / Refund Procedure

  1. Customer submits a return/refund request via the Platform within the allowed time frame, including explanation and photos/videos if applicable (e.g. damaged goods).
  2. Supplier reviews the request within [3] business days and responds with either: approval for return, offer for refund or replacement, or rejection (with reason).
  3. If return is approved: Customer returns the item to the Supplier’s designated address, using original packaging where possible. Return shipping cost responsibility depends on agreed terms (see Section 5).
  4. Upon receiving and verifying the returned item, Supplier processes refund (full or partial) or replacement within [7] business days.
  5. If Customer and Supplier cannot agree, Customer may escalate to Fusion for dispute handling; Fusion may mediate and make a final decision based on evidence (photos, communication logs, etc.).

5. Who Bears the Return / Shipping Cost

  • If the return is due to damage, wrong item, or Supplier’s error → Supplier bears cost of return shipping and refund.
  • If the return is due to “change of mind” and Supplier agreed to accept such returns → Customer bears return shipping cost (unless otherwise agreed).
  • If the item is bulky / heavy (e.g. furniture), shipping costs may be higher — Supplier can require that return costs be shared, or provide store credit instead of refund. Supplier must clearly state such conditions in the product listing.

6. Refund Methods & Timing

Once the return is accepted and item verified:

  • Refund will be issued via the original payment method (or other mutually agreed method).
  • Refund must be completed within [7] business days of Supplier’s receipt and inspection of returned item.
  • Partial refunds (e.g. if item is damaged but usable, or missing parts) are allowed — Supplier must clearly state the adjusted refund amount and justification.

7. Defective, Damaged, or Lost Items — Buyer Protection

For valid claims (damage, incorrect item, missing components, non-delivery), Customer may:

  • Request full refund upon return (if applicable), or
  • Request replacement (if stock available), or
  • Request partial refund + keep the item (if still usable).

Supplier may offer “no-return refund” (refund without return) in certain cases (e.g. damaged beyond repair, bulky furniture, or at Supplier’s discretion) — but this must be explicitly agreed with Customer and documented via Platform messages.

8. Non-Returnable & Exempt Items

Some items may be excluded from return/refund if:

  • They are custom-made / bespoke / personalized (since cannot be resold).
  • They are sealed items which cannot be returned once opened (e.g. certain hygiene products, mattresses, sealed upholstery if sealed for hygiene, or items with health/safety considerations).
  • The listing clearly states “no returns” or “final sale” and Customer acknowledges this at purchase.

Even with the above exceptions, returns/refunds must still be granted if the item arrived defective, damaged, or not as described.

9. Dispute Handling & Mediation

If Customer and Supplier cannot reach agreement on a return/refund request, either party may escalate to Fusion for mediation. Fusion may request evidence (photos, videos, delivery tracking, packaging photos, communication logs) and will review based on documented facts.

Fusion's decision is final. If Fusion determines refund or return is justified, Supplier must comply, even if Supplier had initially rejected the request.

Fusion may hold payments temporarily or deduct from future payouts to enforce compliance.

10. Supplier Obligations

By listing on FusionHome AI, Supplier agrees to:

  • honor legitimate return/refund requests under this Policy;
  • respond to Customer requests within the required time;
  • bear return shipping costs when at fault;
  • not misrepresent items (images, description, quality);
  • comply with all applicable consumer‐protection laws in destinations;
  • cooperate with Fusion mediation if dispute arises.

Failure to comply may result in: delisting, account suspension, loss of payout, or indemnification claims from Fusion.

11. Buyer Cold-Buy / Change-of-Mind Returns (Optional)

If Supplier chooses to allow “change-of-mind” returns (i.e. refund or return even when item is as described and intact), Supplier must clearly indicate this in the product listing (“Change of Mind Returns Accepted: Yes”, “Return window: X days”, “Return shipping cost: Buyer/Seller paid”) before sale.

Without such indication, “change-of-mind” returns are at Supplier’s discretion — they are not guaranteed.

12. Notification & Visibility

Fusion will make this Policy easily visible to Buyers and Suppliers by linking to it:

  • on the website/app footer,
  • on product pages (or at checkout),
  • in order confirmation emails,
  • in Seller onboarding materials.

Buyers must be informed before completing purchase; Supplier must acknowledge and agree to comply.

13. Policy Amendments

Fusion reserves the right to modify this Policy at any time. Changes will be effective upon posting updated version, with the effective date clearly indicated. Continued use of the Platform after updates constitutes acceptance of revised Policy.

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