Refund policy

Method and process of withdrawal and refund

1. Right of withdrawal and its exercise

The customer has the right to withdraw from the purchase within 14 days of receiving the goods, in accordance with the relevant consumer protection regulations of the European Union (Government Decree 45/2014 (II. 26.)). The intention to withdraw may be reported in the following ways:

• By completing the withdrawal statement provided in the webshop, available on the [LINK] page.
• By email, in a message sent to hello@florm.eu. The email must contain the order ID, the customer's name, address, and the exact name of the product(s).

2. Non-collection of the package

On the morning of delivery, the courier company sends a pre-notification, and also sends a separate notification to the customer before the expected arrival. If the customer does not accept the product, we consider this a deliberate act and reserve the right to seek compensation for damages resulting from non-collection of the package.
These costs include:

• The packaging fee
• The original shipping fee.
• The costs of returning the shipment.

This right of ours is based on the provisions set out in Government Decree 45/2014 (II. 26.) and Section 6:59 of the Hungarian Civil Code (Act V of 2013).

3. Refund process

If the customer has validly indicated their intention to withdraw:

• Once the returned product has arrived and its condition has been checked, we notify the customer of the approval of the refund.
• The refund is made through the original payment method, within 10 business days.
• Please note that, due to the processing time of the bank or credit card provider, it may take a few additional days for the amount to appear on your account.

If the refund request is rejected, we provide a detailed justification and offer the possibility of consultation upon request.

4. Non-refundable products

The right of withdrawal cannot be exercised for the following goods:

• Perishable goods (food, plants, etc.).
• Personalized products (custom orders, engraved goods).
• Hygiene products (for example, beauty products, underwear).
• Hazardous materials, flammable liquids or gases.

Refunds are also not available for discounted/sale products and gift cards.

5. Customer service assistance

If you have any questions or need further information, please contact us at hello@florm.eu, or call our customer service at +36 20 436 0836 .

 

Information on the consumer buyer's right of withdrawal

Under Section 8:1 (1) point 3 of the Hungarian Civil Code, only a natural person acting outside the scope of their profession, independent occupation, or business activity qualifies as a consumer, so legal entities may not exercise the right of withdrawal without justification!

Under Section 20 of Government Decree 45/2014 (II. 26.), the consumer is entitled to withdraw without justification. The consumer may exercise their right of withdrawal

a) In the case of a contract for the sale of Goods, aa) of the Goods, ab) in the case of the sale of several Goods, if the individual Goods are delivered at different times, of the Goods delivered last,

within a period counted from the day on which the consumer or a third party designated by the consumer, other than the carrier, takes possession of the goods, which period is 14 calendar days.

The provisions of this section do not affect the consumer's right to exercise the right of withdrawal set out in this section also during the period between the date of conclusion of the contract and the date of receipt of the Goods.

If the consumer has made an offer for the conclusion of the contract, the consumer is entitled, before the conclusion of the contract, to withdraw the offer, which terminates the binding effect of the offer regarding the conclusion of the contract.

Withdrawal statement; exercise of the consumer's right of withdrawal or termination

The consumer may exercise the right granted under Section 20 of Government Decree 45/2014 (II. 26.) by means of a clear statement to that effect, or by using the sample withdrawal statement that can also be downloaded from the website.

Validity and process of the withdrawal statement The right of withdrawal shall be considered exercised within the deadline if the consumer sends their statement within the deadline.

1. The intention to withdraw must be communicated to the Seller in writing, either by email or by post.
2. Upon receipt of the withdrawal statement, the Seller is obliged to confirm receipt of the statement electronically.
3. After the withdrawal statement has been received, the customer must return the goods to the address provided by the Seller within 14 days.
4. After receiving the returned goods, the Seller notifies the consumer of the inspection of the return and, if it is in order, refunds the amount paid by the consumer within 14 days.

Validity of the consumer's withdrawal statement

In the case of withdrawal or termination made in writing, it is sufficient to send the withdrawal or termination statement within the deadline.

The consumer bears the burden of proving that the right of withdrawal was exercised in accordance with this provision.

The Seller is obliged to confirm the consumer's withdrawal statement on an electronic data carrier upon its receipt.

The Seller's obligations in the event of the consumer's withdrawal

The Seller's refund obligation

If the consumer withdraws from the contract in accordance with Section 22 of Government Decree 45/2014 (II. 26.), the Seller shall refund the full amount paid by the consumer as consideration, including costs incurred in connection with performance, such as the shipping fee, no later than fourteen days from the date on which the Seller became aware of the withdrawal. Please note that this provision does not apply to additional costs arising from the consumer's choice of a mode of transport other than the least expensive standard mode of transport offered by the Seller.

Method of the Seller's refund obligation

In the case of withdrawal or termination in accordance with Section 22 of Government Decree 45/2014 (II. 26.), the Seller shall refund the amount due to the consumer using the same payment method that the consumer used, unless the consumer expressly consents to a different payment method; the consumer shall not be charged any additional fee as a result of using a different refund method. The Seller shall not be liable for any delay resulting from an incorrect and/or inaccurate bank account number or postal address provided by the consumer.

Additional costs

If the consumer expressly chooses a mode of transport other than the least expensive standard mode of transport, the Seller is not obliged to refund the resulting additional costs. In such a case, our refund obligation is limited to the amount of the standard shipping fees indicated.

Right of retention

The Seller may withhold the amount due to the consumer until the consumer has returned the Goods, or has undoubtedly certified that they have been sent back, whichever occurs first. We are not able to accept shipments sent cash-on-delivery or with postage due.

The consumer's obligations in the event of withdrawal or termination

Return of the Goods

If the consumer withdraws from the contract in accordance with Section 22 of Government Decree 45/2014 (II. 26.), they must return the Goods without undue delay, but no later than fourteen days from the date of communicating the withdrawal, or hand them over to the Seller or to a person authorized by the Seller to receive the Goods. The return shall be deemed to have been made within the deadline if the consumer sends the Goods before the deadline expires.

Bearing the direct costs of returning the Goods

The consumer bears the direct cost of returning the Goods. The Goods must be returned to the Seller's address. If, after the commencement of performance, the consumer terminates a contract for the provision of services concluded off-premises or at a distance, they must pay the business an amount proportionate to the service performed up to the time of communicating the termination to the business. The amount payable proportionately by the consumer shall be determined on the basis of the total consideration specified in the contract, including tax. If the consumer proves that the total amount thus determined is excessively high, the proportionate amount shall be calculated on the basis of the market value of the services performed up to the date of termination of the contract. Please note that we are not able to accept Goods returned cash-on-delivery or with postage due.

Consumer's liability for diminished value

The consumer is liable for any diminished value of the Goods resulting from use beyond what is necessary to establish the nature, characteristics, and functioning of the Goods.

If, under the applicable legislation, the right of withdrawal cannot be exercised, or can only be exercised subject to conditions, the customer is also not entitled to use the product for trial purposes.

The right of withdrawal cannot be exercised in the following cases

The Seller expressly draws your attention to the fact that you may not exercise your right of withdrawal in the cases set out in Section 29 (1) of Government Decree 45/2014 (II. 26.):

• after the service has been performed in full, provided that if the contract imposes a payment obligation on the consumer, this exception may only be relied upon if performance began with the consumer's express prior consent and with their acknowledgment that they would lose their right of withdrawal once the business had fully performed the contract;
• in respect of Goods or services whose price depends on fluctuations in the financial market that are not under the business's control and which may occur even within the period for exercising the right of withdrawal;
• in respect of Goods that are not prefabricated and that were produced based on the consumer's instructions or at their express request, or Goods that were clearly personalized for the consumer;
• in respect of Goods that are perishable or that retain their quality for only a short period;
• in respect of sealed Goods that cannot be returned after delivery due to health protection or hygiene reasons, if opened after delivery;
• in respect of Goods which, by their nature, become inseparably mixed with other items after delivery;
• in respect of alcoholic beverages whose actual value depends on fluctuations in the market that cannot be controlled by the business, and whose price was agreed upon by the parties at the time of conclusion of the sales contract, but which is delivered only after the thirtieth day following the conclusion of the contract;
• in respect of a contract for work where the business visits the consumer at the consumer's express request for the purpose of carrying out urgent repair or maintenance work;
• in respect of the sale of a sealed audio or video recording or a sealed copy of computer software, if the consumer opened the packaging after delivery;
• in respect of newspapers, periodicals, and journals, with the exception of subscription contracts;
• in respect of contracts concluded at a public auction;
• in respect of contracts for accommodation other than for residential purposes, transport of goods, car rental, catering, or services related to leisure activities, if a specific date or period of performance is stipulated in the contract;
• in respect of digital content supplied on a non-tangible medium, if the Seller began performance with the consumer's express prior consent and the consumer, at the same time as giving this consent, acknowledged that they would thereby lose their right of withdrawal once performance had begun, and the business sent a confirmation to the consumer.