Refund policy

Exchanges made simple.

We want you to get the right fit and the best possible experience with your fitze Ring. 

This page covers exchanges, damaged orders, delivery timelines and important information related to your fitze Ring order.

Exchanges & Returns Summary

Cancellation Policy 

Orders once placed cannot be cancelled.

For queries, contact fitze support team at team@fitze.ae

Replacements & Exchanges

fitze Ring is eligible for one (1) approved size exchange within 7 days of delivery, subject to the Exchange Policy and product inspection.

Replacement requests for damaged, defective, incorrect, or tampered products will be reviewed on a case-by-case basis and may require supporting photos, videos, or product inspection.

To be eligible:

  • The Ring must be returned in its original condition, free from damage, scratches, dents, or signs of use.

  • All original packaging, accessories, and included items must be returned.

  • The Ring must not be paired, activated, modified, or tampered with.

  • Exchanges are limited to the same fitze Ring model and finish.

Approved exchanges are typically processed within 10 business days after the returned Ring has been received and inspected.

Refund Policy

fitze Ring purchases are not eligible for refunds for:

  • Change of mind

  • Incorrect size selection

  • Personal preference

  • Opened or used wearable-device reasons

However, refunds may be considered where:

  • The wrong product was shipped by fitze

  • The product arrives damaged during shipping

  • The product is defective upon delivery

  • The product is received in a tampered condition

All such cases must be reported to fitze within 24 hours of delivery and are subject to review, verification and approval.

Where a refund is approved, the amount will be credited to the original mode of payment. Refund processing may take between 10 and 45 days depending on the card issuer and payment provider.

 

Exchanges

Can I exchange my fitze Ring size?

Yes. Eligible fitze Ring orders include 1 complimentary size exchange within 7 days of delivery.

To qualify:

  • The Ring must be returned in unused condition, free from scratches, dents, wear or visible signs of use
  • The Ring must be unpaired from all accounts and devices
  • The Ring must not be locked, altered or restricted from inspection
  • All original packaging, charging accessories, inserts and included items must be returned
  • The Ring must not show signs of misuse, tampering, liquid damage or modification

All exchange requests are subject to inspection and approval.

Can I exchange for a different color or finish?

Size exchanges are only available for the same fitze Ring model and finish.

If you would like a different color or finish, a separate order may be required.

Can I exchange my Ring more than once?

Each fitze Ring order is eligible for 1 approved complimentary size exchange only.

Any additional exchange requests are subject to:

  • stock availability
  • inspection approval
  • applicable shipping or processing charges

What condition must the Ring be returned in?

To qualify for exchange approval, the Ring and included accessories must be returned in unused condition, free from:

  • scratches
  • dents
  • visible wear
  • signs of use
  • liquid damage
  • structural damage
  • tampering
  • cosmetic damage

Products returned in unsellable condition may be rejected.

What happens if the Ring has already been activated?

Rings showing signs of activation, pairing, account linking or usage history may not qualify for exchange approval unless a verified technical or manufacturing defect has been identified by the fitze team after inspection.

What should be included with the exchange?

Please include:

  • fitze Ring
  • Original product packaging
  • Charging dock
  • Charging cable
  • User manual and promise card
  • Original invoice or order confirmation
  • Any bundled accessories or complimentary items included with the order

Missing items may result in rejection of the exchange request.

How do I request an exchange?

Contact the fitze support team via:

  • Email: team@fitze.ae
  • WhatsApp: +971501647874

Please include:

  • Your name
  • Phone number
  • Email ID
  • Order number
  • Ring serial number (mentioned on the back of your ring box under the barcode)
  • Requested replacement size
  • Photos/videos if requested by the support team

Our team will guide you through the next steps and exchange eligibility review.

Will my replacement Ring ship before I return the current one?

Replacement Rings are processed only after the original Ring has been received and inspected by the fitze team.

How long do exchanges take?

Most approved exchanges are processed within 10 business days after the returned product has been received and inspected.

Delivery timelines may vary depending on:

  • courier operations
  • location
  • stock availability
  • public holidays
  • operational demand

Can I exchange my Ring for a refund later?

No. Once an exchange has been approved or completed, the order is no longer eligible for refund consideration.

Refunds

Does fitze offer refunds?

fitze Ring purchases are not eligible for refunds for:

  • change of mind
  • incorrect size selection
  • personal preference
  • opened or used wearable-device reasons

Due to the personal, wearable and hygiene-sensitive nature of the product, fitze Ring orders are eligible primarily for exchange support, subject to approval and eligibility conditions.

Why are opened Rings not eligible for refund?

fitze Ring is a personal wearable device intended for continuous skin contact and biometric tracking.

For hygiene, safety, quality-control and device-integrity reasons, opened or used Rings are not eligible for refund or resale.

Damaged, Incorrect or Defective Orders

What if my product arrives damaged or incorrect?

If your product:

  • arrives damaged
  • is defective
  • is incomplete
  • differs materially from your confirmed order
  • is not as described

please contact fitze support within 24 hours of delivery.

  • Email: team@fitze.ae
  • WhatsApp: +971501647874

Please include:

  • Name
  • Registered email ID / phone number on fitze
  • your Ring order number
  • Ring serial number (mentioned on the back of your ring box under the barcode)
  • phone model
  • a short description of the issue
  • photos or videos, if applicable

Claims submitted after this period may not be eligible for review.

What happens after I report a damaged or defective product?

fitze will review the case and may:

  • inspect the product
  • request additional information
  • arrange return review
  • provide repair, replacement or another appropriate resolution in accordance with applicable terms and conditions

All cases are subject to verification and inspection.

Exchange Approval & Inspection

How are exchanges approved?

All returned products are inspected upon receipt.

fitze reserves the right to reject exchange requests if:

  • products show scratches, dents, wear or visible signs of use
  • products show signs of pairing or activation
  • accessories or packaging are missing
  • products are returned damaged
  • products show signs of misuse or tampering
  • products are locked or altered
  • eligibility conditions are not met

Exchange approval is subject to inspection and verification by the fitze support team.

What happens if my exchange request is rejected?

If a returned product does not meet exchange eligibility conditions, fitze may:

  • reject the exchange request
  • return the product to the customer
  • apply applicable shipping or handling charges before return shipment

Can fitze reject suspicious exchange requests?

Yes. fitze reserves the right to reject requests involving suspected fraud, abuse, repeated exchange activity, unauthorized resale activity or misuse of the exchange process.

Sizing Kit & Fit Guidance

Why does fitze recommend using the sizing kit?

fitze Ring sizes differ slightly from standard Ring sizes.

The sizing kit is designed to help improve:

  • comfort
  • sensor accuracy
  • sleep tracking quality
  • daily wear experience
  • biometric tracking consistency

Using the sizing kit for at least 24 hours before confirming your size is strongly recommended.

How should I use the sizing kit?

For best results:

  • Wear the sizing Ring for at least 24 hours
  • Wear it during daytime and overnight
  • Test the finger you plan to wear the Ring on most often
  • It is recommended to wear the Ring on the index finger for optimum accuracy
  • Check comfort during exercise, walking and rest

Finger size may naturally vary throughout the day depending on:

  • temperature
  • hydration
  • activity
  • sleep
  • travel
  • weather conditions

What if I am between sizes?

If you are between sizes, we generally recommend choosing the larger size.

Ensure the fit is snug to help improve sensor contact and tracking consistency.

Can I confirm my Ring size later?

Yes. If your order includes a sizing kit, your fitze Ring will ship after your final size is confirmed.

Do I need to return the sizing kit?

No. The sizing kit does not need to be returned.

Shipping & Delivery

Who pays for exchange shipping?

fitze may cover standard shipping for the first approved size exchange within the UAE.

Additional exchanges, failed delivery attempts or special shipping requests may incur additional charges.

What are the shipping timelines?

Estimated delivery timelines may vary depending on location and order type.

Typical timelines:

  • UAE sizing kit delivery: 2-5 business days
  • UAE Ring delivery after size confirmation: 2-7 business days

Delivery timelines are estimates only and may be affected by:

  • public holidays
  • weather conditions
  • courier delays
  • customs or operational disruptions
  • high-volume sale periods

Can orders ship separately?

Yes. Orders containing multiple products may arrive in separate shipments.

Exchange approval for one product does not automatically apply to all products within the same order.

Can I change my delivery address?

Address changes may be possible before shipment confirmation.

Please contact the fitze team within 24 hours of placing the order if you need to update your delivery details.

Once an order has shipped, address modifications may not be possible.

How do I track my order?

Tracking details may be shared through:

  • email
  • SMS
  • WhatsApp
  • courier tracking links

What happens if delivery is delayed?

While fitze aims to meet estimated delivery timelines, delays may occasionally occur due to factors outside our control.

If fitze is unable to deliver within a materially extended timeframe, fitze may offer another appropriate resolution where applicable.

fitze shall not be liable for indirect losses or damages caused by shipping or delivery delays.

Can delays happen during exceptional circumstances?

Yes. Exchange, inspection and delivery timelines may occasionally be affected by circumstances outside fitze’s control including:

  • courier disruptions
  • customs delays
  • public holidays
  • operational outages
  • weather events
  • force majeure events

Can I request an exchange outside the UAE?

Exchange support may only be available within supported regions where fitze Ring shipping and logistics operations are active.

Are there shipping restrictions for the Ring?

Because fitze Ring contains a rechargeable lithium battery, shipping methods and delivery timelines may vary depending on courier regulations and destination requirements.

Return Shipping & Transit

Who is responsible for return transit?

Unless pickup is arranged directly by fitze, customers are responsible for ensuring products are safely packaged and returned.

fitze is not responsible for products lost or damaged during return transit where the shipment was arranged independently by the customer.

Customers may be asked to provide shipment tracking information during the exchange review process.

Marketplace & Retail Orders

What if I purchased my Ring from a retailer or marketplace?

fitze Ring purchases made through authorized retail stores, distributors or third-party marketplaces may be subject to the return and exchange policies of the original seller.

Please contact the original purchase location directly for support.

fitze may request proof of purchase from an authorized seller before providing support.

Are Rings purchased from unauthorized sellers covered?

fitze cannot guarantee authenticity, exchange eligibility or support coverage for products purchased through unauthorized resellers or unofficial marketplaces.

Need Help?

For support related to exchanges, damaged products or delivery issues, contact:

  • Email: team@fitze.ae
  • WhatsApp: +971501647874

Please include your name, phone number, email ID and order number when contacting support to help us assist you faster.

Nothing in this policy limits rights available under applicable UAE consumer protection laws.

In the event of any conflict between this customer-facing page and the detailed fitze Ring legal terms, the detailed legal terms shall apply, subject always to applicable law.