Refund policy
Returns window
You can request a return within 30 days of receiving your item.
Condition of returns
Items must be in the same condition you received them and in the original packaging, including any accessories and inserts.
How to start a return
Email info@furandflora.eu with your order number, the item(s) you wish to return, and the reason. We will reply with return authorization and instructions. Do not send items back without prior authorization, as they cannot be accepted.
Where to send returns
Fur and Flora, Kerkevelden 15, 2560 Nijlen, Belgium. We will include the full instructions in our authorization email.
Return shipping costs
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If you are returning because the item is damaged, defective, or we shipped the wrong item, Fur and Flora covers the return shipping.
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For change-of-mind returns (right of withdrawal), you bear the direct cost of returning the goods. If we offer a pre-paid label for convenience, we will deduct the label cost from your refund (€6.95). This is in line with European Union consumer rules, provided this information is given before purchase.
Damages and issues
Please inspect your order on delivery. If it arrives damaged, defective, or incorrect, email info@furandflora.eu within 48 hours with:
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your order number,
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photos of the shipping label and outer box, and
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photos of the damaged or incorrect item.
We will offer a replacement or a refund, depending on availability.
Exceptions / non-returnable items
Certain items cannot be returned:
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Perishable goods, including live plants (liable to deteriorate or expire rapidly); and
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Custom or personalized products (made to your specifications).
Sale items and gift cards
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Gift cards are non-returnable.
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Discounted or sale items purchased online remain eligible for the 14-day right of withdrawal unless they fall under a legal exception (for example, perishable or personalized)
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@furandflora.eu.
Last updated: August 8, 2025