Your rights under the Consumer Rights Act 2015, plus your right to cancel and our change-of-mind policy.
Your consumer rights
Under the Consumer Rights Act 2015, our goods must be as described, of satisfactory quality and fit for purpose. If a product is faulty, you may be entitled to a refund, repair or replacement, depending on the circumstances.
Nothing on this page limits your statutory rights.
14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you generally have a 14-day right to cancel an online purchase, starting the day after you receive the goods, without giving a reason.
To cancel, email info@flitella.co.uk or use the contact details on our Legal page. A clear statement of cancellation is sufficient; our approval is not required.
After notifying us, you have a further 14 days to return the goods unless we arrange collection. You may inspect them as you would in a shop. Where permitted by law, we may reduce the refund for loss of value caused by handling beyond what is necessary to establish their nature, characteristics and function.
30-day change of mind
In addition to your statutory rights, Flitella accepts change-of-mind return requests within 30 days of delivery.
For this additional offer beyond the statutory cancellation period, items must be unused, in their original condition and packaging, and in a resaleable state.
These conditions do not restrict your statutory cancellation rights or your rights concerning faulty, damaged or incorrectly described goods.
Flitella pays return postage, including for change-of-mind returns.
How to request a return
Email info@flitella.co.uk with your order number and details of the item you wish to return. You may include a reason to help us assist you, but no reason is required when exercising your statutory cancellation right.
We will provide return instructions and arrange a prepaid return method or collection, as appropriate. Please contact us before sending an item so we can confirm the correct return destination. This does not make your statutory cancellation rights subject to approval.
Refunds
We process refunds without undue delay to your original payment method, unless you expressly agree otherwise, without a refund fee.
For statutory change-of-mind cancellations, we refund within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier. If we agree to collect the goods, the refund deadline runs from your cancellation notice.
Refunds include any refundable standard delivery charge. If you selected an optional delivery upgrade, we are not required to refund the additional cost above standard delivery.
We apply the same refund timing to returns accepted under our additional 30-day change-of-mind policy. We do not charge a restocking fee.
Faulty or damaged on arrival
If your item arrives damaged, faulty or incorrect, contact info@flitella.co.uk with your order number and a description of the problem. If possible, include photographs to help us assess it.
You normally have a 30-day short-term right to reject faulty goods for a refund. Other remedies may remain available afterwards, including repair or replacement.
Flitella covers reasonable return costs for faulty, damaged or incorrect goods. Refunds following an agreed rejection of faulty goods are issued without undue delay and within 14 days of our agreement that you are entitled to a refund.