Return and Refund Policy
At Fllux, we prioritize customer satisfaction and make returns easy and straightforward across Germany, Austria, Switzerland, and Italy. Below, you’ll find our full return policy, including your rights as a consumer and the steps to return an item.
1. Right of Withdrawal (Widerrufsrecht)
Under EU law, you have the legal right to withdraw from your purchase within 14 days of receiving the goods, without providing a reason. This right applies to our customers in Germany, Austria, and Italy.
- Extended Return Period: To offer greater flexibility, Fllux provides an extended return period of 30 days from the date of delivery.
- How to Exercise Your Right: To initiate a withdrawal, please email our customer support team at info@fllux.shop. You will receive a prepaid return label along with return instructions.
2. Conditions for Returns
To qualify for a full refund:
- Products must be in new, unused condition, and all original packaging and accessories should be included where possible.
- Returns should be initiated within the 30-day period after the delivery date.
Note: For products returned due to damage or defect, please contact us immediately, and we’ll prioritize resolving the issue by offering a replacement or a full refund.
3. Items Excluded from Returns
In compliance with EU law, the following items are exempt from the right of withdrawal:
- Custom-made products created specifically for the customer.
- Products that are not suitable for return due to hygiene reasons if unsealed after delivery.
- Products that have been significantly used beyond testing as would be possible in a store.
4. Return Process and Costs
At Fllux, we offer free returns within the 30-day window for all eligible items. Once your return is approved, we will send you a prepaid return label to make the process as convenient as possible. Simply follow the instructions included with the label to complete your return.
For items purchased outside of our main operating countries (Germany, Austria, Switzerland, Italy), return shipping costs may apply based on your location. Contact our support team at info@fllux.shop for further information.
5. Refund Timing and Method
We aim to process all refunds as quickly as possible:
- Refund Method: Refunds will be issued to your original payment method.
- Processing Time: Once we have received and inspected your returned item, please allow up to 14 days for the refund to be processed.
6. Damaged or Defective Items
If you receive an item that is damaged or defective, please reach out to us within 48 hours of delivery at info@fllux.shop. We will arrange a replacement or issue a full refund, depending on your preference.
Contact Us
For any questions about our return policy or the return process, our customer support team is here to help. Please email us at info@fllux.shop.
