Refund policy
60-Day Guarantee
We want you to feel confident trying Flotein.
If it’s your first order, you can request a refund within 60 days of receiving your product if it’s not right for you.
- Applies to your first purchase only
- Refunds are issued to your original payment method
To request a refund, simply contact us at support@flotein.com.
14-Day Returns (Unopened Orders)
For all other orders, we offer a 14-day return policy from the date you receive your item.
To be eligible:
- Item must be unused and unopened
- Seal must be intact
- Returned in original packaging
- Proof of purchase required
Due to health and hygiene reasons, we cannot accept returns of opened products unless they are faulty, damaged, or incorrect.
How to Start a Return
To start a return, contact us at support@flotein.com.
Returns must be approved before being sent.
Return address:
Flotein
East Midlands Fulfilment Hub Ltd
133 Glaisdale Drive West
Nottingham
NG5 5LH
If your return is accepted, we’ll provide instructions on how to send your item back.
Damages & Issues
Please inspect your order upon arrival and contact us immediately if:
- Your item is damaged or defective
- You received the wrong item
Where applicable, we will:
- Offer a replacement or refund
- Cover reasonable return shipping costs
Return Shipping Costs
For change-of-mind returns:
- You are responsible for return shipping costs
- Original shipping fees are non-refundable
This does not affect your statutory rights under UK consumer law.
Exceptions (Non-Returnable Items)
We cannot accept returns for:
- Opened food or nutritional products (unless faulty)
- Gift cards
- Custom or personalised items
If you’re unsure, contact us before returning your item.
Exchanges
The fastest way to exchange an item is to:
- Request a return
- Place a new order once approved
EU 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason.
Items must be:
- Unused and unopened
- In original packaging
- Accompanied by proof of purchase
This is separate from and in addition to our policy above.
Refunds
Once your return is received and inspected, we’ll notify you of the outcome.
If approved:
- Refunds are processed within 10 business days
- Issued to your original payment method
If more than 15 business days have passed since approval, please contact us.
Cancellations
Orders cannot be cancelled once placed.
For subscription orders, you can manage or cancel anytime through your account portal.
Need Help?
For any questions, contact us at support@flotein.com
