Refund policy

Returns & Refund Policy

At Florettee, we hope you are happy with your purchase. If you change your mind or there is a problem with your order, please read our Returns & Refund Policy below.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Change-of-Mind Returns

For eligible purchases made through our website, you have the right to cancel your order within 14 days of receiving your goods.

Once you have told us that you wish to cancel, you must return the goods within a further 14 days.

To request a return, please contact us at info@florettee.com and include your order number.

Products should be returned in their original condition and, where possible, with their original packaging.

You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

If a product has been handled or used beyond what would reasonably be necessary for this purpose and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.

2. Used Cosmetic and Skincare Products

Due to the nature of cosmetic and skincare products, we ask customers not to use products beyond what is reasonably necessary to inspect them if they intend to return them.

Signs of substantial use may include, for example, repeated application or use of a significant quantity of the product.

Where handling or use has reduced the value of the product beyond what would reasonably be permitted when inspecting it, Florettee may make an appropriate deduction from the refund where permitted under applicable UK consumer law.

This does not affect your rights if a product is faulty, damaged, incorrect or not as described.

3. Faulty, Damaged or Incorrect Products

If a product arrives faulty, damaged, incorrect or not as described, please contact us at info@florettee.com as soon as possible.

Please provide:

• Your order number;
• Details of the problem; and
• Photographs of the product and packaging where appropriate.

Products must be of satisfactory quality, fit for purpose and as described.

Where applicable under UK consumer law, you may be entitled to a refund, repair or replacement.

Where the statutory short-term right to reject applies, customers may have the right to reject faulty goods within 30 days and receive a refund.

Nothing in this policy limits your statutory rights regarding faulty or misdescribed goods.

4. Return Shipping

For eligible change-of-mind returns, customers are responsible for the direct cost of returning the goods, provided this has been communicated as required by law.

We recommend using a tracked delivery service and keeping proof of postage.

For faulty, damaged, incorrect or misdescribed products, please contact us before returning the item. Where required by law, Florettee will arrange or cover reasonable return costs.

5. Refunds

Once an eligible return has been received and assessed, we will process the refund in accordance with applicable UK consumer law.

For eligible cancellations, refunds will generally be issued within 14 days of receiving the returned goods or evidence that the goods have been sent back, where applicable.

Refunds will be made using the original payment method.

Where required, we will also refund the cost of the standard delivery option. Any additional amount paid for a more expensive delivery method may not be refundable.

Your bank or payment provider may require additional processing time before the refund appears in your account.

6. Sale and Promotional Products

Products purchased during a sale or promotion retain the same statutory rights as full-price products.

Being discounted does not remove your rights where a product is faulty, damaged or not as described.

7. Exchanges

We do not currently offer a general exchange service.

If you would like another product, please return the eligible item in accordance with this policy and place a new order.

If you received an incorrect, faulty or damaged item, please contact us so that we can provide the appropriate remedy.

8. Cancelling Before Dispatch

If you wish to cancel or amend an order, please contact info@florettee.com as soon as possible.

We will try to accommodate your request, but we cannot guarantee that an order can be changed once it has entered the fulfilment or dispatch process.

If your order has already been dispatched, your applicable cancellation and return rights will continue to apply.

9. Contact Us

For return or refund enquiries, please contact:

Florettee
Email: info@florettee.com

Please include your order number and a brief description of your request so that we can assist you efficiently.

Your Statutory Rights

Nothing in this policy is intended to limit or exclude your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.