1. Before you return anything

• Every return must be approved by us in advance.
• Returns sent without contacting us first will not be accepted, and we will not be able to refund them or return them to you.
• We will give you the return address once your return has been approved. The address on the parcel you received is not a return address.
• You pay the cost of returning the product, except where it is faulty, damaged or not what you ordered.
• We do not provide prepaid return labels.
• You must use a tracked postal service and keep proof of postage.
• We are not responsible for items lost or damaged on their way back to us. Until a return reaches us, it remains your responsibility.

These conditions do not apply to faulty, damaged or incorrect items — see section 4, where we pay.

2. Changing your mind — your 14-day legal right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of the day you receive it.

Tell us within those 14 days, using the contact details above. You do not have to give a reason. You then have a further 14 days from telling us to send the product back to the address we give you.

We will refund you within 14 days of receiving the product back, or of you giving us proof that you have sent it, whichever comes first. Because delivery was free, there is no delivery charge to refund.

We may reduce your refund to reflect any reduction in the value of the product caused by handling it more than was necessary to establish its nature, characteristics and how it works.

3. Our 60-day money-back guarantee

If you are not satisfied with Folora, contact us within 60 days of receiving your order for a full refund under our 60-day money-back guarantee.

The guarantee is meant to be used: it covers you after you have opened the product and used it as directed.

We may ask you to return the product, or to provide evidence that you have used it, before we issue a refund. We decide this case by case, and we will tell you what we need when you contact us. Where we ask for the product back, the conditions in section 1 apply — you pay the return postage and send it tracked.

Full details are on our 60-Day Money-Back Guarantee page.

4. Faulty, damaged or incorrect items

If your order arrives damaged, is faulty, or is not what you ordered, we pay.

Contact us with your order number and a photograph. We will send a replacement or refund you in full, and we will cover the cost of returning the item — either by sending you a prepaid label or by reimbursing your postage on proof of cost.

This is separate from everything above, and your rights under the Consumer Rights Act 2015 are set out in section 9 of our Terms and Conditions.

5. How to start a return

1. Contact us through our contact form or at info@tryfolora.com, with your order number and the reason.
2. Wait for approval. We reply within two working days and confirm whether we need the product back.
3. Send it, if we ask you to, to the address we give you — tracked, with proof of postage, and packed well enough to arrive undamaged.
4. Send us the tracking number so that we can watch for it.
5. We refund you once the return arrives, or once you send us proof of postage.

6. Return postage and risk

You pay the cost of returning a product unless it is faulty, damaged or incorrect.

We do not issue prepaid return labels except for faulty, damaged or incorrect items.

A return is your responsibility until it reaches us. Please use a tracked service and keep your proof of postage — without it we cannot help if a parcel goes missing on the way back.

7. How refunds are paid

Refunds are made to the original payment method. We process them within 14 days of the return arriving or of receiving your proof of postage. Your bank or card provider then takes a further 3 to 5 working days to show the money in your account.

We will email you as soon as the refund has been issued.

8. Your legal rights

Nothing in this policy affects your legal rights.

• Your right to cancel within 14 days under the Consumer Contracts Regulations 2013.
• Your rights under the Consumer Rights Act 2015 if a product is faulty, not as described or not fit for purpose.
• Your right to free, independent advice from Citizens Advice — citizensadvice.org.uk, or 0808 223 1133.

Our 60-day money-back guarantee is offered voluntarily, in addition to these rights. It never replaces them.