退货政策

Last updated: February 9th, 2026

HOW RETURNS WORK:

Unhappy with your purchase? Purchases made on us.fotileglobal.com are eligible for a return within 14 days of product receipt if unused and uninstalled. Restocking fees will apply to all returns.

Please call 1 (888) 315-0366 with your order number or product serial number. Once proof of purchase has been confirmed, a prepaid shipping label will be emailed to you.  Refunds for approved returns will be issued within 7-10 business days after receiving the product in our warehouse. 

Restocking fees will vary depending on the return shipping method and product type:

  • Parcel items (e.g., Range Hoods): 15% restocking fee
  • Freight items (e.g., Built-In Ovens): 20% restocking fee

Examples:

  • Bundle (Range Hood + Oven): 20% restocking fee
  • Parcel item only: 15%
  • Freight item only: 20%

All products being returned must be in new/original condition.

退货须知：

  • Returns policy only applies to purchases made on us.fotileglobal.com.
  • If products were purchased elsewhere, please contact that retailer directly.
  • Used, installed, or refurbished products are NOT returnable.
  • Returns must be in new, unused condition and not installed.
  • Delivery and installation charges are non-refundable.
  • If the return window has passed, call us at 1 (888) 315-0366 for warranty or repair service.  Additional fees may apply.

FOTILE reserves the right to refuse refunds or exchanges that do not comply with our Returns Policy.

 

运输过程中的损坏：

Report delivery/shipping damage within 14 calendar days by calling 1 (888) 315-0366. If possible with the shipping company, please mark "Package Damaged" when signing for damaged deliveries. For severely damaged shipments, refuse the shipment and notify us immediately.

  • Contact us if there are missing or damaged parts after delivery (48-hour window for claims).
  • Replacement for defective parts can be issued, or a new unit can be exchanged for the damaged unit.
  • Do not install damaged products. Please call 1 (888) 315-0366 for further instructions.
  • Exchanges: no extra delivery/service fees.
  • Products must be unused and uninstalled.
  • We also offer repairs - just call us.

 

PARTS & ACCESSORIES RETURNS

Returns request must be made within 14 days of product receipt. Please call 1 (888) 315-0366 with your order number or product serial number.

Some returns for parts and accessories may require the destruction of the item and a 15% processing fee.

Refunds for approved returns will be issued within 7-10 business days after receiving the item. Any applicable shipping charges for parts and accessories are non-refundable.

 

What is FOTILE’s Price Match policy?

At FOTILE, we are committed to providing the best value for our customers. After receiving your order, you will have a 14-Day Price Guarantee Period.

We are happy to price match identical (same model number), in-stock products advertised online by other authorized U.S. retailers for products purchased directly on us.fotileglobal.com, provided the pricing is genuine and verifiable. Price matching does not apply to purchases already completed through other retailers, dealers, or channels.

FOTILE reserves the right to refuse to price match any product at its discretion if there are reasonable grounds to suspect that the pricing is not genuine, or if FOTILE is unable to verify the retailer or price to the extent required.

A price match can be requested up to 14 days after you have received your order. After confirmation*, we will refund the difference to your credit card within 3-7 business days.

*我们的价格匹配保证不包括：

  • The online prices of retailers not listed in the Online Dealer Page.
  • Products shipped from or sold by third-party sellers on websites or other marketplaces.
  • Pricing is only available to select groups of customers, including Membership Program members, loyalty offers, mail-in rebate offers, discounts relating to non-warehouse membership or paid loyalty programs, and government exchange store offers.
  • Any financing offers, bundle offers, items included in bundle offers, subscription services, free items, pricing errors, coupon offers, items that are advertised as limited quantity, out of stock items, clearance items, open-box items, refurbished items, pre-owned items, credit card offers, gift card offers, items included in gift card offers, and promotion offers, such as Deal of the Day, Best Deal, Lighting Deal, etc.

Can I request a Price Match before making a purchase?

Yes, you can.  Simply present proof of the advertised price for the identical product (same model number) at the time of your request.

The methods below are available to request a price match:

Live Chat - Contact a member of our customer service team by clicking on the live chat icon on the bottom right of your screen. Our team will ask you for the retailer URL, and once the retailer and price have been verified, they will provide you with a one-time code for use on us.fotileglobal.com that will remain valid for 48 hours.

Phone or Text – Contact a member of our customer service team by calling or texting 1-888-315-0366 and providing them with the URL of the advertised retailer price. Once the retailer and price have been verified, our team will process your order over the phone, and confirmation of your order will be sent to your email address.

Email – Send our customer service team an email at serviceusa@fotile.com with the URL of the advertised retailer price. Once the retailer and price have been verified, our team will process your order, and confirmation of your order will be sent to your email address.