Returns & Exchanges
We want you to be completely satisfied with your purchase. Learn about our return and refund policy.
Last updated: January 2025
Your Right of Withdrawal
In accordance with EU Consumer Rights Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. The withdrawal period expires 14 days after the day on which you acquire physical possession of the goods.
How to Return
To exercise your right of withdrawal, contact us at returns@filorahome.com with your order number. We will provide you with a return shipping label and instructions. Items must be returned within 14 days of notifying us of your withdrawal.
Return Conditions
Items must be returned in their original condition and packaging. Items that have been installed, used, or damaged by the customer cannot be returned. We reserve the right to deduct from the refund if the value of the goods has been diminished due to handling beyond what is necessary to establish the nature and characteristics of the goods.
Refund Process
Refunds are processed within 14 days of receiving the returned item. The refund will be issued to the original payment method. Shipping costs for the original order are refunded only if the entire order is returned. Return shipping costs are the responsibility of the buyer unless the item is defective.
Defective or Damaged Items
If you receive a defective or damaged item, please contact us within 48 hours of delivery with photos of the damage. We will arrange a free return and send a replacement or issue a full refund including shipping costs. All products come with a 2-year warranty against manufacturing defects under EU consumer protection law.
Exchanges
We currently do not offer direct exchanges. To exchange an item, please return the original item for a refund and place a new order for the desired item.