Return and Refund Policy

Return and Refund Policy

Please check your order carefully when you receive it. This is very important, especially before using the product(s). If there are any errors or problems, please contact us immediately so that we can investigate and help you.

If the return is due to personal preferences and changes in minds or needs, kindly note that no return is going to be accepted

The only returns that are going to be accepted are the one linked to delivery errors (wrong product delivered, missed delivery, multiple delivery) and/or product defects (direct quality problems, belongings damaged during transportation, leakage)

WHICH PRODUCTS CAN I RETURN TO FLORIHANA ONCE MY BOX IS OPENED?

All the products that have not been opened, EXCEPT the hydrolats due to the fact that they are fragile (100% pure and with no added preservative).

The return shipping cost are on your expense. The returned product(s) might be subject to duties and import fees. The consignee is responsible for all customs and duty charges incurred. Florihana will not accept to pay the customs duty.

Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit.

Upon receipt of the product(s), our quality department will make a verification of the products conformity. A refund will be processed according to your choice, and depending of the products condition.

HOW CAN I ARRANGE A RETURN?

As from the date of receipt of your order, you have 7 working days to contact our customer service at crossborder-cs@florihana.cn to ask for a return. We need to know your order number, the product(s) you are willing to return and the clear reason for the return.

When you return the product(s), please keep the proof of the postage. If there is no proof of postage and if the returned product(s) is lost during the return process, we will not be able to process your refund.

Before the returned goods are returned to our warehouse, you shall bear full responsibility for any returned products. Therefore, please ensure that you return the goods using appropriate delivery logistics services and purchase appropriate insurance based on the value of the product.

IS FLORIHANA GOING TO REFUND MY POSTAGE FEE WHEN RETURNING THE GOODS?

When you return the goods due to our negligence and/or error, we will refund the postage fee. E.g:

  • If we send you the wrong product,

  • If the item is damaged or has quality problems.

For products returned due to damage or quality issues, if no errors are found during the testing process by our in-house quality manager, we will not refund the postage for returning the product. After the testing process is completed, we will contact you to decide whether to refund the postage of the returned product to you based on the product itself.

YOUR PAYMENT HAS BEEN PROCESSED BUT YOU WISH TO CANCEL YOUR ORDER?

Three possible cases:

Case 1: The order has not yet been prepared. We refund the order in its entirety.

Case 2: The order has been prepared but not shipped: you lose 5% of the order amount (excluding taxes and freight costs).

Case 3: The order has left Florihana and no refund will be accepted.

Upon receipt of your order, you have 15 days agreed period to return the order (on your charge), except the hydrosols that cannot be refunded.

WHAT ARE THE TERMS AND CONDITIONS IN CASE OF RETURN OR EXCHANGE?

If the received product does not meet your expectations. Send it back to us in its original packaging, in a perfect condition, within the 15 days agreed period starting from the day of receipt.

Please note that the return costs will be on your charge.

The return address is:

FLORIHANA
Les Grands Prés RD12,
06460 Caussols 
France 
Phone: 04 93 09 06 09

We agree to refund it within 15 days after its receipt and according to the following terms and conditions:

1. The box is returned without having been opened, we refund the products except the hydrosols (due to their fragility) and the freight costs.

2. The box is returned on your own decision. We refund the products, but the shipping cost remain on your charge.

3. The product is returned because non-compliant, we refund the product, and the shipping costs.

4. In case of leak during the transportation please send us a picture of the concerned product.