Refund policy
You have the right to cancel your purchase (excluding rentals) within 14 days of receiving the item, without providing a reason, provided the item is:
- Unused and in resellable condition
- In its original packaging
- Not a custom or made-to-order product
- The Customer has not waived their right of withdrawal
To initiate a return, please email us at hello@florishaus.com to request a return authorization. No returns or exchanges will be accepted without prior authorization.
Returns must be shipped at your expense and include tracking. We are not responsible for lost packages if no tracking number is provided. Customers are also responsible for return shipping costs and any customs duties associated with the return. Once authorization is granted, the item must be shipped to the provided address within 14 days. The item remains your responsibility until it reaches us.
Returns are not accepted for:
- Custom or made-to-order items
- Gift vouchers
- Items damaged after receipt by the Buyer
- Rental orders
REFUNDS
Once the returned item is delivered to us, our team will inspect it to ensure it meets our return criteria. This inspection process may take up to 5 business days. If the return is approved, and no exchange is initiated, you will receive a confirmation of your refund. Refunds will be issued within 5 business days of the returned item inspection.
Refunds will be processed through the original payment method unless otherwise agreed.
FAULTY OR DAMAGED ITEMS
If your order arrives damaged or faulty, please contact us at hello@florishaus.com within 3 calendar days of receiving the item. Include your order number, a description of the issue, and clear photographs of the item and its packaging. Claims submitted after this period may not be eligible for a refund or replacement.
Depending on the nature of the issue, you may be offered one of the following resolutions:
- Free repair
- Replacement with an identical or similar item
- Partial refund, if the item is still usable
- Full refund, if the item is materially defective
- A gift coupon of equal value to be used on a future order
We are not responsible for damage caused after delivery due to misuse, improper handling, or unsuitable storage conditions.
The Buyer retains rights under Lithuanian consumer protection law. Remedies will depend on:
- The value of the goods if they were not defective
- The severity and nature of the defect
- Whether repair or replacement is possible without disproportionate cost or delay
If a suitable solution cannot be offered in a reasonable timeframe, the Buyer may request a price reduction or cancel the purchase.
To initiate a claim, the Buyer must notify us in writing and provide proof of purchase and visual evidence of the issue. Refunds, exchanges, or vouchers will not be issued without proper documentation.
We do not accept cancellations or issue compensation for minor defects or if the claim is made after the 3-day notification period.
If the item is confirmed to be defective or damaged upon arrival, Floris Haus will cover the return shipping costs or arrange a courier collection where applicable. You will not be asked to cover return costs in such cases.