Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, log in and submit a return request from your account, or contact us at info@flouz.net. Please note that returns will need to be sent to the following address: Unit 12, 15/F Profit Industrial Building, 1-15 Kwai Fung Crescent, Kwai Chung, New Territories, Hong Kong
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that you are responsible for all costs associated with return shipping.
We reserve the right to reject any returns that do not meet our policy. Rejected returns will be sent back to the original shipping address.
You can always contact us for any return questions at info@flouz.net.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Once we have reviewed and approved your return, you can choose to either exchange it for a new item or receive a refund.
Exchanges
We will provide you with store credit to your customer account, which can be used to make a separate purchase for a new item. The amount of store credit is based on your original payment amount, excluding shipping costs and tax.
Refunds
You will be refunded on your original payment method, excluding any shipping costs and tax, within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@flouz.net.