REFUNDS & RETURNS
Our Returns Policy
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 25/08/21. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise with your order, these need to be reported to us immediately so we can investigate.
Before attempting to return an order you will first need to contact our customer service team to request a returns authorisation number. This authorisation number will help us to identify, track and process your return. Without the authorisation number the return process may take longer.
It is important to note that any beauty gift boxes comprising of single products packed together will not be eligible for returns as the products included in the Boxes may have been removed from their original packaging for presentation purposes and inclusion in the Boxes. Due to health and safety reasons we are do not accept Boxes or the products included therein once they have been delivered.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
Right to Return
You have the right to cancel any order within 14 days without giving reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you, acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel your order by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by mail). You may use the example model cancellation form below, but it is not obligatory.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Effects of Return
Provided that you return your order within the prescribed timeframe, we will reimburse you for the items returned.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a)14 days after the day we receive back from you any goods supplied; or
(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.
Model Return Form
To: Contact Customer Service via your account for our Returns Address
I hereby give notice that I cancel my order of the following goods:
Name of customer:
Address of customer:
Signature of customer (only if sent by paper):
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience. We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item. We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. In order to do this we ask that you contact us through your account using the online message centre. Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return?
We offer free returns on all items purchased on Filorga.com. Please ensure that when you receive an item that you take reasonable care of it, at minimum the items you are returning should be unopened and in any original packaging. You have 14 days from the date of receiving your order to initiate a return. Please contact us through the account section of the website so we can arrange your hassle free returns.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return, including a link to Royal Mail so you can print off a returns label.
Please package the item securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via your account.