1. Right of Withdrawal (Cooling-Off Period)
Under Directive 2011/83/EU (Consumer Rights Directive), you have the right to cancel your order within 14 calendar days without providing a reason. This period begins from the date you receive your package.
2. Eligible Returns
Your package is eligible for return if:
- The package is unopened and in its original, resealable condition
- It is returned within 14 calendar days of receipt
- You provide proof of purchase (order confirmation)
- The product is not damaged due to misuse
3. How to Initiate a Return
To return your order:
- Contact our support team at info@floravivflush.world or +44 203 948 7562
- Provide your order number and reason for return
- We will provide you with a return address
- Ship the unopened package to the provided address
4. Return Shipping Costs
Return postage is the responsibility of the customer unless:
- The return is due to our error or mistake
- The product arrived damaged or defective
- You were sent the wrong item
In these cases, we will cover return shipping costs. Contact us to arrange.
5. Non-Returnable Items
The following items cannot be returned:
- Opened or partially used packages
- Packages returned after 14 calendar days
- Packages damaged due to customer mishandling
- Items without original packaging
6. Refund Processing
Upon receipt of your returned item, we will:
- Inspect the package for eligibility
- Contact you to confirm receipt (within 2-3 working days)
- Process your refund (within 14 days of confirmation)
7. Refund Amount
Your refund will include:
- The full purchase price (£32.99)
- Shipping costs to your original address
Refunds exclude return postage paid by you, unless the return was due to our error.
8. Refund Method
Refunds are issued to your original payment method:
- Cash on Delivery: Refund by bank transfer to the account you specify
- Card Payment: Refund credited back to your card (typically 3-5 working days)
9. Defective or Damaged Products
If you receive a defective or damaged package:
- Contact us immediately with photos of the damage
- We will arrange for a replacement at no extra cost
- We will cover return shipping for the damaged item
- The replacement will be shipped as soon as possible
10. Cancellation Before Dispatch
If you wish to cancel your order before it is dispatched:
- Contact us within 1 working day of order placement
- Your order can be cancelled free of charge
- A full refund will be issued immediately
11. Contact Information
For returns or refunds, contact:
Floravivflush Ltd
87 Rosewood Avenue, London, SW6 2ND, United Kingdom
Email: info@floravivflush.world
Phone: +44 203 948 7562
Hours: Monday-Friday, 9:00-17:00 GMT
12. Dispute Resolution
If you are unsatisfied with our return or refund decision, you may:
- Request a formal review by our management team
- File a complaint with your local consumer protection authority
- Pursue small claims court proceedings if appropriate
13. Policy Updates
We reserve the right to modify this return and refund policy. Changes will be posted on this page with an updated date.