Refund policy
Registered Address:
Ecomsoup LTD, 85 Great Portland Street, First Floor, London, W1W 7LT, United Kingdom
Return Address:
Lockett Road, Ashton-In-Makerfield, Wigan, Greater Manchester, United Kingdom
Eligibility for Returns
Items must be unused, in the same condition as received, with tags and original packaging, and accompanied by proof of purchase.
Non-returnable items include perishable goods, custom/personalised products, hygiene-related products, hazardous materials, sale items, and gift cards.
How to Initiate a Return
To request a return, contact us at info@fioraluna.com within 60 days of receiving your order. We will provide the return instructions and designated return address.
⚠️ Items sent back without prior approval will not be accepted.
Damages & Issues
If your item is defective, damaged, or incorrect, notify us immediately. We will arrange a replacement or refund at no cost to you.
European Union 14-Day Cooling-Off Period
If your order is shipped to the EU, you may cancel or return it within 14 days for any reason. Items must still meet the return conditions outlined above.
Refunds
Approved refunds will be issued to the original payment method (including PayPal) within 10 business days of receiving and inspecting the return.
Please allow additional time for your bank or PayPal to process the refund.
Return Shipping Costs
Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect. We recommend using an insured shipping method, as the customer bears the risk of return shipping.
Legal Compliance
This policy complies with UK consumer protection laws and does not affect your statutory rights.