At Fillora.store, we want our customers to feel safe and informed when placing an order. This page explains the basic rules regarding returns, refunds and complaints.
Right of withdrawal
Consumers and customers who are entitled to consumer protection under applicable law may withdraw from a distance sales contract within 14 days from the date of receiving the product, without giving any reason, unless an exception provided by law applies.
To request a return, please contact us by e-mail at:
Please include:
- your order number,
- your name,
- the product you wish to return,
- the reason for return, if you wish to provide it.
Return conditions
Returned products should be unused, complete, undamaged and, where possible, in their original packaging.
For safety, hygiene and product integrity reasons, products delivered in sealed packaging cannot be returned if the seal, protective packaging or original packaging has been opened, removed or damaged after delivery, where such products cannot be returned due to health protection or hygiene reasons.
This may apply in particular to sterile, sealed, professional-use, cosmetic, skincare or aesthetic-related products.
Return shipping
The customer is responsible for the direct cost of returning the product, unless otherwise agreed with Fillora.store or required by applicable law.
The product should be returned to the address provided by Fillora.store after the return request has been submitted.
Refunds
If the return is accepted, the refund will be made using the same payment method that was used for the original transaction, unless otherwise agreed.
Fillora.store may withhold the refund until the returned product is received or until the customer provides proof of return shipment.
The refund will be processed within the time required by applicable law.
Complaints
If the product is damaged, defective, incomplete or not in accordance with the order, the customer may submit a complaint by contacting us at:
Please include:
- your order number,
- your name,
- a description of the issue,
- photos of the product,
- photos of the packaging, if relevant,
- your preferred solution.
Damaged parcel
If the parcel is visibly damaged upon delivery, we recommend checking the contents in the presence of the courier and preparing a damage report, if possible.
Please contact us as soon as possible and provide photos of:
- the outer packaging,
- the protective packaging,
- the damaged product.
Complaint review
We will review the complaint and contact the customer with the proposed solution.
Depending on the case and applicable law, the solution may include replacement, refund, price reduction or another appropriate resolution.
Important information
A complaint may not be accepted if the issue results from improper storage, incorrect use, damage caused by the customer, opening or damaging the packaging, use contrary to the product’s intended purpose, or failure to follow the manufacturer’s information.
Product information available on Fillora.store does not constitute medical advice, treatment recommendation or instructions for performing aesthetic procedures.
Contact
For returns and complaints, please contact:
E-mail: info@fillora.store
WhatsApp / phone: +48 796 011 956