Returns and refunds

 

 

 

By law you have a statutory cancellation period of 14 days from receipt of your order. For our customers’ peace of mind we extend that period to 30 days for returns.

 

 

To return an item, please email us at contact@flocea.com with your order reference and the reason for the return. Our team will reply within 48 working hours with a pre-filled returns note.

 

 

Returned goods must be in their original condition, fit for resale, and complete with any accessories, instructions and documentation. They must be new, unopened in their original packaging and never used.

 

 

Return postage is at the customer’s expense, except where the product is faulty, not as described or damaged in transit. In those cases we will provide a prepaid returns label.

 

For items worth more than €75 we recommend using a tracked service or insuring your parcel. We cannot guarantee that a returned item will reach us without proof of posting.

 

 

Where an order is returned, refunds are issued within 4 days of the item reaching our warehouse. The refund is made to the same payment method used for the purchase, unless you expressly agree to another method.

 

If an order is not delivered, the refund period is 7 days after the latest delivery date stated on our site.

 

 

Where you cancel and handling of the product beyond what was necessary to establish its nature, characteristics and functioning has reduced its value, we reserve the right to make only a partial refund.

 

 

For an exchange, allow 4 to 5 working days from the date you send the parcel to receive your new order. We cover the cost of sending the replacement to you.

 

 

For after-sales service, allow 2 to 3 weeks from the date you send the product. That period may be longer if a repair is needed.

 

 

Where a purchase is made by a business in the course of its activity, the right to cancel does not apply (Article L. 221-3 of the French Consumer Code). We do, however, allow 7 working days from receipt to report any conformity issue or obvious defect. After that, the goods are deemed to conform and to be free of obvious defects.

 

 

Under Article L. 221-28 of the French Consumer Code, the right to cancel cannot be exercised for goods made to the consumer’s specification or clearly personalised. No exchange or return is accepted for such goods, other than for a manufacturing defect covered by the statutory guarantee of conformity.

 

 

All our products are covered by the statutory guarantee of conformity (Articles L. 217-4 to L. 217-14 of the French Consumer Code) and the guarantee against latent defects (Articles 1641 to 1649 of the French Civil Code). Where those guarantees apply, we cover postage both ways.

 

 

For any question about returns, refunds or after-sales service, you can reach us via the contact form on the site or at contact@flocea.com. Our team aims to reply within 48 working hours.

 

These returns and refunds terms apply from 1 January 2024. We reserve the right to amend them at any time; the terms that apply are those in force on the date of the order.