Refund policy
Floreum & Flame LLC (“we”, “us”, “our”) provides the following Refund Policy (the “Policy”) for customers who purchase products or services through our Shopify store (the “Services”). This Policy governs all returns, exchanges, and refunds, and supersedes any verbal or implied agreements related to returns. By making a purchase through our Services, you agree to comply with this Policy.
1. Return Eligibility & Timeframe
We offer a 30-day return policy, which means you have 30 calendar days from the date you receive your item to request a return, subject to the terms below. To be eligible for a return, your item must be in the same condition as received (unworn, unused, unaltered), with all original tags, packaging, and accessories intact. You must also provide a valid receipt or proof of purchase (e.g., order confirmation email).
To initiate a return, please contact us at support@floreumflame.com with your order number, item details, and reason for return. We reserve the right to request photos or additional information to verify the condition of the item before approving the return. Once your return is approved, we will send you a return shipping label and detailed instructions for sending your package to the following address: [25 Cain Drive, Plainview NY 11803].
Items sent back to us without prior approval (i.e., without first requesting a return) may be rejected or delayed. We are not responsible for items lost or damaged in transit during return; we recommend using a trackable shipping method and insuring high-value items.
Please inspect your order upon reception. If the item is defective, damaged, or you receive the wrong item, please contact us at support@floreumflame.com within 7 calendar days of delivery. Provide photos of the damage/defect and your order details, and we will evaluate the issue and provide a resolution (e.g., replacement, refund, or store credit) at our sole discretion. We reserve the right to verify the damage/defect before issuing a resolution.
The following items are non-returnable, unless defective or damaged (as outlined in Section 3):
• Perishable goods (e.g., food, flowers, plants)
• Custom or personalized products (e.g., special orders, engraved items)
• Personal care goods (e.g., beauty products, skincare, haircare) that have been opened or used
• Hazardous materials, flammable liquids, or gases
• Sale items (final sale) and gift cards
If you have questions about whether your item is returnable, please contact us at support@floreumflame.com before initiating a return.
To expedite your exchange, we recommend returning the item you have (per the return process above) and placing a separate purchase for the new item. Once your return is accepted and processed, we will issue a refund for the original item (per Section 6), which can be used to purchase the new item. We do not offer direct exchanges unless explicitly stated for specific products.
6. European Union 14-Day Cooling-Off Period
Notwithstanding the above, if merchandise is shipped to the European Union (EU), you have the right to cancel or return your order within 14 calendar days of receipt, for any reason and without justification. The item must be in the same condition as received (unworn, unused, unaltered) with all original tags, packaging, and proof of purchase. Return shipping costs for EU cooling-off returns are the responsibility of the customer, unless the item is defective or damaged.
Once we receive and inspect your return (typically 3-5 business days after delivery to our warehouse), we will notify you via email of whether the refund is approved. If approved, we will process the refund to your original payment method within 10 business days. Please note that bank or credit card processing times may vary (3-7 business days), and we are not responsible for delays caused by your financial institution.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at support@floreumflame.com with your order number and refund confirmation details, and we will assist you.
8. Modifications to This Policy
We reserve the right to update or modify this Refund Policy at any time, at our sole discretion. Changes will be posted on our website with an updated “Last updated” date, and will take effect immediately upon posting. Your continued use of our Services after changes are posted constitutes acceptance of the updated Policy.
For questions, concerns, or assistance with returns, please contact us at: support@floreumflame.com