Refund policy
EU Customer Return & Refund Policy
Cooling-Off (EU Consumer Rights)
Customers residing in the European Union have the right to cancel their order and receive a return and refund within 14 days from the date of receiving the product, without providing any reason, in accordance with the EU Consumer Rights Directive.
Made-to-Order Products
In accordance with EU Consumer Law (Directive 2011/83/EU, Article 16(c)), made-to-order products, personalized items, and limited collector’s edition products produced upon order are exempt from the cooling-off right (right of withdrawal).
Except in cases of defective products or shipping errors, cancellations, returns, and refunds cannot be accepted.
Return Conditions
- Items must be unused
- All original tags must remain attached
- All accessories and included items must be returned in full
- Return shipping costs are the responsibility of the customer (except in cases of defective or damaged products)
Refund Method & Processing Time
Refunds will be issued to the original payment method within 14 days after we confirm receipt of the returned item.
Defective or Damaged Products
If the product is defective or damaged during shipping, please contact us within 7 days of receipt.
If you provide photos of the issue, we will arrange either a replacement or a full refund.
Contact Us
Plaalio Entertainment Inc. (FUEGO Global Commerce)
Please contact us via email or our inquiry form.