Returns & Exchange Policy

At Flora & Fuse, customer satisfaction is our priority. Due to the nature of personal care, skincare, and haircare products, we maintain strict quality and hygiene standards. Please review our policy carefully before placing an order.

Return Eligibility

Returns are accepted within 24 hours of delivery only if:

  • You received a damaged product.
  • You received the wrong product.
  • The product is defective upon arrival.

To request a return, customers must contact our Customer Support Team and provide:

  • Order number
  • Reason for return
  • Clear photos of the product
  • Unboxing video showing the parcel being opened from start to finish without cuts or edits

Products Not Eligible for Return

For hygiene and safety reasons, we cannot accept returns or exchanges for:

  • Opened or used products
  • Products with broken seals
  • Products damaged due to misuse or improper storage
  • Change of mind after purchase
  • Personal preference regarding fragrance, texture, or results

Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect item:

  • Notify us within 24 hours of delivery.
  • Submit clear evidence, including photos and an unboxing video.
  • Our Quality Assurance Team will review your claim.

Once approved, a replacement product will be dispatched within 3–5 working days at no additional cost.

Missing Items

If an item is missing from your order:

  • Report the issue within 24 hours of delivery.
  • Provide your order number and unboxing video.

After verification, the missing item will be shipped according to our standard processing procedure.

Replacement Policy

Replacements are available only for:

  • Damaged products
  • Defective products
  • Incorrect products received
  • Missing items

Replacement requests must be submitted within 48 hours of delivery.

Refund Policy

Refunds are issued only when:

  • A replacement product is unavailable, or
  • The product cannot be replaced due to stock limitations.

Approved refunds will be processed within 5–7 working days through:

  • Bank Transfer

Shipping charges are non-refundable unless the issue resulted from an error on our part.

Return Shipping Charges

  • If the claim is approved due to a Flora & Fuse error, return and replacement shipping costs will be covered by Flora & Fuse.
  • If a return request does not meet the eligibility criteria, the customer will be responsible for all shipping costs.

Important Terms & Conditions

  • An unboxing video is mandatory for all damage, defect, wrong product, or missing item claims.
  • Claims submitted without sufficient proof may be declined.
  • Flora & Fuse reserves the right to reject claims that do not comply with this policy.
  • Product results may vary from person to person and are not considered valid grounds for returns or refunds.
  • Delivery delays caused by courier services, weather conditions, or other circumstances beyond our control are not eligible for compensation.

Contact Us

For return, replacement, or refund requests, please contact our support team:

Email: floraandfuse@gmail.com
Phone/WhatsApp: +92 346 2635750