Refund policy

Last updated: 27/2/2026

Thank you for shopping with us! We want you to be completely satisfied with your purchase. Please read our refund and return policy carefully. 

For inquiries pertaining to returns, exchanges, replacement, and refunds, kindly contact us at shops@fuga.com at your earliest convenience. 

QUICK LINKS

RETURNS

We accept returns on most of the shop items if the following conditions are met:

  • The item is returned within 30 days of delivery.
  • The item is still in its original condition, with tags attached, unworn/unwashed, box or plastic wrap not opened, and with the CD box sealed.
  • For music resources, an item was purchased in a different format and is unopened.
  • The item is not defective and is still in good condition (undamaged, in its original packaging). 

Non-returnable items include:

  • Customized or personalized products
  • Digital or downloadable goods

Return label:

  • All returns require a return label issued by us to ensure the item’s safe arrival.
  • A return label is not a prepaid label. Customers will be responsible for covering the shipping costs for returns.
  • Without the return label attached to the returning item, we cannot guarantee its safe arrival and will not be able to proceed with the refund if the item is lost during transit.

How to request a return:

  • Confirm eligibility
    • Ensure your item is eligible for return by reviewing this policy. Items must be requested within the stated return period and be unused, unworn, and in original packaging with proof of purchase.
  • Submit a return request online
    • Contact our Customer Service team via our website contact form or email us via shops@fuga.com within the return window. Please include your order number, the item(s) you wish to return, and the reason for the return
  • Receive return approval and instructions
    • Once your request is reviewed and approved, you will receive return instructions, including a return label and any required authorization details.
  • Prepare your return shipment
    • Securely package the item in its original packaging, including all accessories and documentation. Clearly include your order number or return authorization information inside the package.
  • Ship the item back
    • Send the return using the shipping method outlined in the return instructions. Customers are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service.
  • Inspection and processing
    • Once received, returned items will be inspected to ensure they meet return conditions.
  • Refund issuance
    • Approved refunds will be processed to the original method of payment (or store credit if applicable). Please allow additional time for your financial institution to reflect the refund.

DAMAGED OR DEFECTIVE ITEMS (warranty coverage)

We stand behind the quality of our products. All items sold by us are covered by the warranty rights applicable in the country where you reside. 

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photos and a description of the issue which can be submitted to shops@fuga.com.

We will offer one of the following based on your preference:

  • A replacement item
  • A full refund
  • Store credit

We cover return shipping costs for damaged or incorrect items.

In the case of a replacement, no return will be necessary unless further analysis of the item is required. Examples of defective items include:

  • Skipped CD/DVD/Vinyl on the first trial. We will not rule out errors and issue a replacement for these media if it has been used more than once.
  • Damaged apparel/items upon receiving delivery.

The warranty does not cover:

  • Damage due to misuse, improper care, or normal wear and tear
  • Accidental damage not caused by the carrier during delivery
  • Digital/downloadable items, except where the link is faulty

Statutory rights:

Warranty durations and remedies may differ depending on your country or region. Nothing in this policy limits or overrides any mandatory consumer rights provided by local law.

REFUNDS

Once your returned item is received and inspected, we will notify you of approval or rejection of the refund.

 If approved:

  • Refunds will be issued to the original payment method.
  • Please allow 5–10 business days for the refund to appear on your account, depending on your bank or card provider.

Shipping fees paid at checkout are non-refundable, except in cases where we shipped a damaged or incorrect item.

STORE CREDITS

Store credits will be issued under the following conditions:

  • Upon receipt of an item that arrives damaged at the warehouse.
  • In the event that a customer receives a defective product and refuses to accept any replacements.

PURCHASE & REFUND

To help ensure you can secure your preferred item before it sells out, we use a purchase-and-refund exchange process.

How it works:

  • Check eligibility: Please review our Return Conditions to confirm your item qualifies for a return.
  • Contact us: Reach out to our Customer Service team via our website contact form or email us at shops@fuga.com within 30 days of delivery, including your order number and the item(s) you wish to exchange.
  • Purchase the replacement item: Because we’re unable to reserve inventory, we’ll ask you to place a new order for the replacement item.
  • Return the original item: Follow the return instructions provided.
  • Receive your refund: Once we receive and inspect the returned item, we’ll issue a refund to your original payment method. Processing times may vary depending on your financial institution.

EXCHANGE POLICY

We offer exchanges for items that are:

  • The wrong size
  • The wrong color
  • Not as expected (but still in good condition)

Exchanges depend on product availability. If the desired item is not available, you may request a refund or store credit. An exchange request must be made within 30 days after goods are received.

Customers are responsible for the shipping expenses on any exchange.The most effective way to complete an exchange is to email shops@fuga.com with information about your order and your desired item for exchange. You will then be asked to make a purchase of your new item (as we cannot hold stock while your current item is in transit), before being issued a return label of the item to be exchanged. Once the item is received at our warehouse in good condition (undamaged, in original, undamaged packaging) you will receive a full refund for the cost of the item alone.

What if my desired exchange item costs less than my original item?

You may be eligible for store credit, to be used in later purchases. Please review our Store Credit criteria.

DOWNLOADABLE ITEMS

Downloadable items are non-refundable or exchangeable. However, if you encounter an issue with your download (such as the provided link being inoperable), we will promptly provide a functional link.

The following exceptions apply to this policy:

The customer intended to purchase a physical copy. In such cases, a new order for the physical product must be placed before a refund on the digital version can be issued.

FURTHER INQUIRY

If you have further inquiries, please contact us via shops@fuga.com.