Refund policy

Last updated: July 28, 2026

At Florisu Mall, we want you to be satisfied with your purchase. This policy applies to the general merchandise, home, beauty, outdoor, pet, and technology products sold through florisu.com.

30-day return window. You have 30 calendar days from delivery to request a return. This policy does not limit any mandatory consumer rights that apply where you live.

1. Return eligibility

To qualify for a return, an item must generally be unused, in the condition received, and returned with its original packaging, accessories, labels, and proof of purchase.

For hygiene and safety reasons, opened or used personal-care, cosmetic, intimate, or sealed hygiene products cannot be returned for a change of mind once the seal has been broken. This exception does not apply when an item is defective, damaged, incorrectly described, or otherwise covered by mandatory law.

2. Damaged, defective, or incorrect items

Please inspect your order after delivery. Contact service@florisu.com as soon as possible, preferably within 48 hours, if an item is damaged, defective, or incorrect. Include your order number, clear photos of the item and packaging, and a photo of the shipping label. We will evaluate the issue and, when approved, provide a replacement or refund at no additional cost.

3. Requesting a return

  1. Email service@florisu.com with your order number, the item you wish to return, and the reason.
  2. We will reply with return instructions and the return address.
  3. Please do not send an item to an address on the parcel label or without return instructions, because it may not reach the correct returns facility.

4. Return shipping

  • Change of mind or ordering error: the customer is responsible for return shipping.
  • Damaged, defective, or incorrect item: Florisu Mall will cover reasonable return shipping or advise that no return is required.

5. Refunds

We will notify you after the return is received and inspected. Approved refunds are issued to the original payment method within 10 business days. Your bank or card provider may need additional time to post the credit. Original shipping charges are non-refundable unless the return results from our error or applicable law requires otherwise.

6. Exchanges

The fastest way to exchange an item is to request a return and place a new order after the return is approved. Defective or incorrect items may be replaced directly at our discretion.

7. Cancellations

You may request cancellation within 12 hours after placing an order, provided fulfillment has not started. Once an order has entered fulfillment, the standard return process applies. Recurring orders are also subject to our subscription cancellation policy.

8. Non-returnable items

Gift cards, free promotional items, hazardous materials, flammable liquids or gases, customized goods, and items clearly marked final sale are not returnable for a change of mind, except where mandatory law requires otherwise. Contact us before returning any product containing chemicals, liquids, batteries, or other restricted materials.

9. EEA and UK consumers

Where applicable, consumers in the European Economic Area or United Kingdom generally have a legal right to cancel an eligible distance purchase within 14 days after delivery. Legal exceptions may apply, including to sealed hygiene goods after unsealing and customized goods. Mandatory rights relating to faulty or misdescribed goods remain unaffected.

10. Contact

Florisu Mall Customer Care
Email: service@florisu.com