Refund Policy

Effective Date: June 13, 2026

At Fortis Supply Hub, we want to ensure your facility or kitchen receives the exact supplies it needs. Because we specialize in commercial janitorial and disposable food service products, our return and refund guidelines are designed to maintain strict health, safety, and inventory standards.

1. Return Window and Eligibility

You have 30 days from the date of delivery to request a return on eligible items. To be eligible for a return and subsequent refund, your items must meet the following criteria:

  • Unopened and Unused: Products must be completely unused, in their original, unaltered packaging, and in resalable condition.

  • Full Case Quantities: For items sold by the case or bulk bundle (such as cups, cutlery, or trash liners), we only accept returns of full, unopened cases. We cannot refund partial or broken cases.

  • Safety & Sanitation Restrictions: Due to health and safety regulations, we cannot accept returns on chemical products with broken safety seals, opened personal protective equipment (PPE), or food-contact items where the inner plastic wrapping has been punctured or compromised.

2. Return Authorization Process

Do not ship products back to our facility without prior approval. Unauthorized returns will not be processed or refunded.

  1. Request Approval: Email our support team at info@fortissupplyhub.com with your order number, the specific items you wish to return, and the reason for the return.

  2. Receive Authorization: If approved, our team will issue a Return Merchandise Authorization (RMA) number along with instructions on where to ship your return.

  3. Ship Your Items: Clearly write the RMA number on the outside of your shipping box or pallet wrap.

3. Shipping Costs and Restocking Fees

  • Customer Responsibility: Unless the return is due to an error on our part (such as shipping the incorrect item), the customer is responsible for arranging and paying all return shipping or return freight costs.

  • Restocking Fees: Eligible commercial returns are subject to a standard 15% restocking fee to cover warehouse inspection and processing costs. This fee will be automatically deducted from your final refund amount.

  • Original Shipping: Original shipping and freight charges are non-refundable.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, leaking, or with missing items, please reference our Shipping Policy guidelines. You must notify us within 48 hours of delivery at info@fortissupplyhub.com with clear photo evidence.

For verified shipping damages or incorrect items shipped by us:

  • We will issue a replacement or a full refund for the affected products.

  • You will not be charged any restocking fees or return shipping costs.

5. Refund Processing Timelines

Once your return is received at our warehouse, our inspection team will verify the condition of the goods within 3 to 5 business days.

  • Approval Notification: We will notify you via email once your return has been inspected and either approved or rejected.

  • Credit Issuance: If approved, your refund (minus any applicable restocking fees) will be processed, and a credit will automatically be applied to your original method of payment.

  • Bank Processing Time: Please note that banking institutions and credit card companies typically take an additional 5 to 10 business days to post the credit to your account.

6. Contact Us

For questions regarding an ongoing return or to request an RMA number, please reach out to us at info@fortissupplyhub.com.