If your purchase isn’t quite right, you can notify us within 14 days of receiving your order to request a return, without giving a reason.
Start a return
Submit your request through our Return & Withdrawal Form, or email info@flerys.com with your order number and the items you wish to return.
Using the form is optional: any clear statement of your decision to withdraw is sufficient. Please send your notification before the 14-day period ends.
We will provide return instructions. Please send the items back within 14 days of notifying us and retain proof of postage.
Product condition
You may inspect and try on products as you would in a shop. Please handle them carefully and avoid outdoor use, washing, or prolonged use by your pet.
Where possible, include the original packaging, tags and accessories. Any reduction in value caused by handling beyond what is necessary to check the product’s nature, characteristics and functioning may be deducted from your refund.
Return shipping
You are responsible for the direct cost of return shipping, unless the product is faulty, damaged or incorrect.
Please package your return securely. We recommend using a tracked shipping service.
Refunds
We will issue your refund without undue delay and within 14 days of receiving your withdrawal notification. We may withhold reimbursement until we receive the returned goods or evidence that you have sent them back, whichever occurs first.
Refunds are made to the original payment method, unless otherwise agreed, without a refund processing fee.
If you withdraw from the entire order, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for an upgraded delivery service is excluded.
Exchanges
For a different size, colour or product, please return the original item and place a new order at flerys.com.
Exceptions
The right of withdrawal does not apply to:
- Products made to your individual specifications or clearly personalised.
- Products liable to deteriorate or expire rapidly.
- Sealed products unsuitable for return for health or hygiene reasons, once unsealed after delivery.
A standard product ordered on backorder is not excluded simply because we order it from a supplier for you.
Faulty, damaged or incorrect items
Please contact info@flerys.com with your order number and details of the issue, including photos where helpful. We will arrange the appropriate solution and cover any necessary return shipping.
This policy does not limit your statutory consumer rights.