Return and refund policy
Return and refund policy
This policy explains how Furloura reviews return and refund requests for orders placed through the official website. It is designed to give customers a clear process while helping our support team verify each case fairly.
1. Scope of this policy
This policy applies to products purchased directly on Furloura. It does not apply to purchases made on third-party marketplaces, social media sellers, offline sellers or websites pretending to represent Furloura. Return eligibility may depend on product type, delivery status, condition, promotional rules and applicable consumer protection requirements.
2. How to request help
- Contact customer service through the website and include your order number.
- Describe the issue clearly and identify the affected product.
- Attach photos of the product, packaging, shipping label and damage or discrepancy where relevant.
- Do not return an item before receiving return instructions from customer service.
- Keep the product and packaging until your request is reviewed.
3. Review process
Our support team may compare your request with order records, delivery records, product listing details, photos, videos and prior support messages. We may ask for additional evidence if the information provided is incomplete. Approved resolutions may include refund, partial refund, replacement, store credit, return instructions or other support depending on the situation.
4. Items that may not be eligible
- Products damaged by misuse, improper installation, alteration, negligence or normal wear.
- Items returned without approval or sent to the wrong address.
- Products missing accessories, manuals, tags, packaging or parts needed for verification.
- Perishable, hygiene-sensitive, personalized or final-sale items where returns are restricted by the listing or applicable rules.
- Requests made with incomplete, inaccurate or inconsistent order information.
5. Refund method and timing
Approved refunds are generally issued to the original payment method. Processing time depends on payment providers, card networks, banks and local holidays. If a coupon, promotional discount or store credit was used, the refunded amount may reflect the actual amount paid. Shipping fees, taxes, duties and handling charges may be refundable only when required by applicable rules or when the issue was caused by our fulfillment process.
6. Customer responsibilities
- Provide accurate delivery and contact information during checkout.
- Inspect the package after delivery and report issues promptly.
- Respond to support requests for evidence or clarification within a reasonable time.
- Package approved returns securely to prevent additional damage in transit.