Returns

When making purchases on Flupio, the sales contract that is initiated in every purchase is between each individual "Seller" & "You" the buyer. Flupio provides a service to facilitate that contract but is not responsible for it or its fulfilment.

How do I return an Item?

Processing an Return

You have the right to cancel your order and return the item to the seller for a full refund, even if the item is not faulty in any way. To do this you must contact the individual seller within 14 days of receiving your item(s) and you must do this in writing (Some Sellers offer longer periods of time and these can be seen on their individual product pages). The seller can organise your refund or simply cancel the order if it has not been paid for.

Get in touch with the seller by clicking on the 'Message' link within your account -> Orders page, or send them an email directly. Their email address is provided in your confirmation of order email.

When contacting the seller, please state the order details (date of order, the username/email address you used to order, item name, quantity, price, etc.), or copy and paste the text form blow, fill in the details and email or post it to the seller. All of the information you need to fill in this form is contained in your confirmation of order email*

To [insert the Seller's name, geographical address and email address here - you can find this information in your confirmation of order email from Flupio]:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:

Ordered on [*]/received on [*]:

Reason for cancellation (optional):

Name of buyer(s):

Address of buyer(s):

Signature of buyer(s) (only if this form is notified on paper):

Date:

Important: DO NOT send the cancellation form to Flupio HQ, you MUST send it to the individual seller!

The seller will contact you to organise the return of the goods. Unless the goods are faulty, you are usually responsible for the return postage costs. The seller should provide a refund which includes the cost of outward postage within 14 days of receiving the returned goods, or within 14 days of you providing evidence that you have posted the goods back, whichever is soonest. The seller is entitled to deduct money from the refund if the item shows evidence of use which diminishes its value.

*The seller's contact information is available in confirmation emails for orders, if you need help to access this information for orders please open a Support ticket and the Flupio Team can assist you.

Understanding your rights

Returns & Exchanges

You have the right to return your order and the item to the seller for a full refund, even if the item is not faulty in any way. To do this you must contact the individual seller within 14 days of receiving your item(s) and you must do this in writing.
The seller can choose to extend this 14 day period all the way up to 90 days at their own discretion and on a per product basis.
Please view their individual policies on products that allow for cancellations and their specific windows.
The seller can organise your refund or if a replacement or exchange is requested this can be arranged.

There can be some conditions on the returns that a seller sets out.

Customer can return this item
Customer must return item within 14 days of delivery or local pick-up
Customer is responsible for return postage costs
Customer is responsible for loss in value (as agreed upon with seller) if an item isn’t returned in original condition

You must communicate all issues directly with the seller, you can do this through your purchases & message about an order, your dedicate message channel will be open where you can discuss with the individual seller.

Cancellations

You have the right to cancel your order for a full refund. To do this you must contact the individual seller within their stated window. Some items are not cancellable such as digital downloads where you instantly receive the item.. It's always best to check the individual terms on a product offered by a seller to ensure your rights. The seller can organise your refund or simply cancel the order if it has not been paid for.

Lost items.

If the item has been posted but is lost in transit, the seller should provide a refund or re-deliver the same item. Please contact the individual seller to report a lost item, Sellers will communicate when they can report items as lost directly with their chosen couriers for example 10 working days from dispatch, up until this point the item is classed as delayed and can not be claimed as lost.

The estimated delivery times displayed on products are based on usual service times and may not take in to account peak service demand, or delays out of couriers and sellers control and these are not guarantees unless specified.
We ask all customers to discuss with sellers who can assist if your item is delayed or in the unlikely event lost.

Estimated delivery dates

See product descriptions for estimated arrival times.

I've messaged the seller, but they haven't replied!

If you have not heard from the seller within a 5 working days of contacting them via the message channel, you can submit a support ticket to Flupio who aim to respond within 24 hours. We will not action any tickets prior to the 5 working days to allow for the seller to respond. We will then do our best to help with the issue and encourage the seller to resolve any issue.