Return & Refund Policy
Last Updated: October 23, 2026
At Florianeix, we want customers to feel informed and supported throughout their shopping experience. If you have concerns about a purchase or encounter an issue with your order, our customer support team is available to review your request and explain the appropriate next steps.
This Return & Refund Policy outlines the conditions and procedures for returns, refunds, exchanges, replacements, and order cancellations for purchases made through florianeix.com.
Florianeix is operated by Shenzhen Zhuke Technology Co., Ltd.
1. Return Eligibility
Customers may generally request a return within 14 days after receiving their order, subject to the conditions described in this policy and applicable consumer protection laws.
To begin a return request, please contact our customer support team at:
Email: service@florianeix.com
Please contact us before sending any item back. Our team will review your request and provide the appropriate instructions.
Return eligibility may depend on the reason for the request, the product's condition, and the circumstances of the order.
Nothing in this policy is intended to limit any consumer rights or remedies that cannot legally be restricted.
2. Reasons for Requesting a Return
You may contact us about a return or another appropriate resolution if:
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You receive a damaged product;
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An item is defective or does not function as described;
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You receive the wrong product;
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A product or included component is missing;
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The item materially differs from its description or from what you ordered;
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You wish to return an eligible item because of a change of mind or personal preference.
Please explain the reason for your request when contacting us so that we can review the situation and provide guidance.
3. How to Submit a Return Request
To request a return, email:
Please provide the following details where applicable:
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Your order number;
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The name and email address used during checkout;
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The product you would like to return;
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The reason for the return;
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Photos or videos showing any damage, defect, or other issue, where relevant.
After receiving your request, our customer support team will review the information and explain the next steps.
Do not send any item back before receiving return instructions from our customer support team.
4. Product Condition Requirements
For eligible returns based on a change of mind or personal preference, products should generally be returned in reasonable condition, with their original accessories, included components, and packaging where applicable.
Products should not be intentionally damaged or altered.
If a product is defective, damaged on arrival, incorrect, or otherwise does not conform to the order, please contact us before arranging a return.
Any condition requirements will be applied in accordance with applicable law and will not restrict mandatory consumer rights.
5. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, incomplete, incorrect, or materially different from the product ordered, please contact us as soon as reasonably possible.
To help us review the issue, please include:
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Your order number;
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A description of the problem;
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Clear photos or videos of the affected product or packaging, where applicable.
We will assess the information and explain the available options.
Depending on the circumstances, these may include a replacement, refund, authorized return, or another appropriate remedy required or permitted under applicable law.
Please wait for our instructions before sending the affected product back.
6. Return Approval
Submitting a return request does not automatically guarantee approval.
We will review requests based on the reason for the return, the relevant order details, the product's condition where applicable, and the requirements of this policy.
If your request is approved, we will provide instructions for the next steps.
If additional information is needed, our customer support team may contact you before completing the review.
Nothing in this section excludes or restricts remedies that consumers are legally entitled to receive.
7. Return Shipping Costs
Return shipping arrangements and costs may vary depending on the reason for the return.
For returns requested because of a change of mind or personal preference, customers may be responsible for return shipping costs where permitted by applicable law and appropriately disclosed.
For damaged, defective, or incorrect products, please contact us before arranging a return. We will review the issue and provide instructions regarding the applicable arrangements.
Where applicable law requires us to cover return shipping costs or provide another remedy, we will comply with those requirements.
8. Refund Eligibility
Refund requests are reviewed according to the circumstances of the order, the applicable return conditions, and relevant consumer protection laws.
A refund may be available when:
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An eligible return has been approved and the applicable requirements have been satisfied;
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A product is defective, damaged, incorrect, or materially different from the item ordered;
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An order has been cancelled in circumstances where a refund is required;
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Another refund right applies under applicable law.
We will notify you of the outcome of your request and explain any necessary next steps.
9. Refund Method and Processing
Approved refunds will generally be issued to the original payment method used for the purchase, unless otherwise agreed or required by applicable law.
Once a refund has been initiated, the time needed for the funds to appear in your account may depend on your bank, card issuer, or payment service provider.
If you have questions about an approved refund or its status, please contact us at:
Please include your order number so that we can review your inquiry.
10. Exchanges and Replacements
If you would like to request an exchange or replacement, please contact our customer support team.
Email: service@florianeix.com
We will review your request based on the reason for the exchange, product availability, and the circumstances of your order.
If a replacement is unavailable or unsuitable, another appropriate resolution may be offered in accordance with our policies and applicable law.
11. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
Customer Support Email: service@florianeix.com
We will review your cancellation request based on the current status of the order.
Once an order has entered processing, fulfillment, or shipment preparation, cancellation may no longer be possible.
If the order has already been shipped, the request may need to be handled under the return procedures described in this policy.
Nothing in this section limits any cancellation rights available under applicable law.
12. Requests Made After the Return Period
Return requests submitted after the general 14-day period may not qualify under our standard return process.
However, this does not affect mandatory consumer rights or remedies, including applicable rights relating to defective, damaged, or nonconforming products.
If you believe special circumstances apply, please contact our customer support team and explain your situation.
We will review the information and respond as appropriate.
13. Return Instructions
Before returning any product, please contact our customer support team at:
Our team will review your request and provide the relevant return instructions if applicable.
Please do not arrange a return shipment without first contacting us.
14. Relationship with Other Store Policies
This Return & Refund Policy should be read together with our other applicable store policies, including:
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Shipping Policy;
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Terms of Service;
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Terms of Purchase;
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Privacy Policy.
Our Shipping Policy provides information about shipping destinations, available shipping methods, fees, and estimated delivery times.
Nothing in these policies is intended to override mandatory consumer protection laws or restrict rights that cannot legally be excluded.
15. Changes to This Policy
We may revise this Return & Refund Policy from time to time to reflect changes in our business operations, services, or applicable legal requirements.
Any updated version will be published on our website with a revised date.
Changes affecting existing purchases will be handled in accordance with applicable law.
We encourage customers to review this policy periodically.
16. Contact Information
If you have questions about returns, refunds, replacements, exchanges, or order cancellations, please contact us using the details below.
Brand Name:
Florianeix
Legal Company Name:
Shenzhen Zhuke Technology Co., Ltd.
Customer Support Email:
service@florianeix.com
Business Phone:
+86 755 83229559
Business Address:
Room 901, Building 20, Xiangnan Fourth Zone, Zhangkeng Community, Minzhi Subdistrict, Longhua District, Shenzhen City, Guangdong Province, China
Website:
florianeix.com
Florianeix is operated by Shenzhen Zhuke Technology Co., Ltd.
Thank you for shopping with Florianeix. We appreciate your business and the opportunity to assist you.