Returns Policy

This Return and Exchange Policy (“Policy”) sets out the terms and conditions for returning or exchanging products purchased from the website operated by FLORTEC STORE LIMITED (“we”, “us”, or “our”). By placing an order with us, you acknowledge and agree to comply with the provisions outlined in this Policy. Please read this Policy carefully to understand your rights and obligations regarding returns and exchanges.

1. Eligibility for Returns and Exchanges

To be eligible for a return or exchange, products must meet the following conditions:

• The request is made within 10 calendar days from the date of delivery (as confirmed by the carrier’s delivery confirmation);
• Products are in their original, unused, and undamaged condition, with all original tags, labels, and packaging intact;
• Products have not been washed, altered, or worn (except for the purpose of trying on, provided that the product remains in sellable condition);
• A valid proof of purchase (such as order confirmation email, invoice, or order number) is provided;
• Products are not from the “Final Sale” category. Final Sale items are explicitly marked on the product page and are non-returnable and non-exchangeable.

We reserve the right to refuse any return or exchange request if the products do not meet the above eligibility criteria, at our sole discretion.

2. How to Request a Return or Exchange

To initiate a return or exchange, please follow these steps:

1. Contact our customer service team via email at [email protected] within the 10-day eligibility period. Please include your order number, product name(s), reason for return/exchange, and clear photos of the product (if applicable) in your email;
2. Our customer service team will review your request within 2-3 business days. If your request is approved, we will send you a Return Authorization (RA) number and detailed return shipping instructions;
3. Package the product(s) securely, include a copy of your order confirmation or invoice, and clearly mark the RA number on the outer packaging;
4. Ship the product(s) back to the address specified in the RA instructions. You are responsible for arranging and paying for the return shipping. We recommend using a trackable shipping service to ensure the safe delivery of your return, as we are not liable for lost or damaged return shipments.

Returns received without a valid RA number or that do not comply with the return shipping instructions will not be processed and may be returned to you at your own expense.

3. Exchange Process

If you request an exchange for a different size, color, or style (subject to availability):

• Once we receive and inspect your returned product(s) and confirm they meet the eligibility criteria, we will process your exchange;
• If the requested exchange product is in stock, we will dispatch it to you within 1-3 business days of inspecting the return. You will receive a shipping confirmation email with tracking information once the exchanged product is dispatched;
• If the requested exchange product is out of stock, we will notify you via email and offer you the option of selecting an alternative product or receiving a refund (in accordance with Section 4);
• Additional shipping costs may apply for exchanges, and any price difference between the returned product and the exchanged product will be settled accordingly (you will be charged for any price increase, or credited for any price decrease).

4. Refund Process

If you are eligible for a refund (e.g., you request a refund instead of an exchange, the exchanged product is out of stock, or the product is defective):

• We will inspect the returned product(s) within 3-5 business days of receipt to verify eligibility;
• Once the return is approved, we will initiate the refund to your original payment method. Refund processing times may vary depending on your payment provider, but typically take 5-7 business days for the funds to appear in your account;
• Refunds will be issued for the original purchase price of the product(s) only. Return shipping costs paid by you are non-refundable, unless the return is due to a defect in the product or an error on our part (e.g., sending the wrong product).

5. Defective or Wrong Products

If you receive a product that is defective, damaged, or incorrect (e.g., wrong size, color, or style) upon delivery, please contact our customer service team at [email protected] within 10 calendar days of receipt. Please provide your order number and clear photos of the defective or wrong product, along with a description of the issue.

Upon verification, we will offer you a free exchange for the correct product, a full refund (including original shipping costs), or a store credit, at your option. We will also arrange for the return of the defective or wrong product at our expense, and provide you with a prepaid shipping label if applicable.

6. Responsibility for Returned Products

You are responsible for the condition of the product(s) until they reach our warehouse. We recommend insuring your return shipment, as we will not be liable for any loss, damage, or theft of the product(s) during transit. If the returned product(s) are damaged or altered during transit due to improper packaging, we may refuse to process your return or exchange, or deduct a reasonable amount from your refund to cover the damage.