Refund policy
Floatelier Return, Refund & Limited Warranty Policy
Effective date: [September 1, 2025]
Store: Floatelierstore
Support email: [floatelierstore@outlook.com]
This policy applies to purchases made directly through the official Floatelier online store. It is designed for Floatelier magnetic-levitation décor, lighting, and related accessories. It does not limit any mandatory consumer rights that apply in the customer’s country or region.
Before publishing: Replace the bracketed support email, effective date, legal business name, and return address with your actual business details.
1. Change-of-mind returns
We want you to be happy with your Floatelier purchase. Subject to the conditions below, you may request a return for an unused, non-defective item within 30 calendar days after delivery.
To be eligible for a change-of-mind return, the item must:
- be unused and in resalable, original condition;
- include all original parts, accessories, manuals, inserts, and protective packaging;
- be returned in its original packaging, with no damage caused by handling beyond what is reasonably necessary to inspect the product; and
- have a valid proof of purchase or order number.
Because our products contain precision magnetic and electronic components, please pack all returns securely. Floatelier is not responsible for loss or damage that occurs during return transit due to insufficient packaging.
Items not eligible for a change-of-mind return
The following are not eligible unless required by applicable law:
- products that have been used, installed, assembled, modified, or damaged after delivery;
- products returned incomplete, without essential parts or packaging;
- gift cards, digital products, or downloadable content once supplied or accessed; and
- personalised, made-to-order, final-sale, or clearance items clearly marked as non-returnable at the time of purchase.
This section does not affect your rights for faulty, damaged, or incorrectly supplied goods.
2. How to start a return
Please do not send a product back before receiving return authorization and instructions from us.
Email [floatelierstore@outlook.com] with the subject line “Return Request – Order #[your order number]” and include:
- your order number;
- the purchaser’s name and email address;
- the item(s) you wish to return;
- the reason for the return; and
- photos of the item and its packaging, if requested.
We will review your request and send the applicable return instructions and return address. Unauthorized returns, returns sent to the wrong address, or items returned without sufficient identifying information may be delayed or refused.
3. Return shipping and restocking fee
For approved change-of-mind returns:
- the customer is responsible for the return shipping cost, including any insurance, tracking, duties, or taxes connected with the return;
- original outbound shipping, expedited shipping, gift-wrap, and other service charges are non-refundable once the order has shipped; and
- a 10% restocking fee may be deducted from the refund to cover handling, inspection, repackaging, and processing.
The restocking fee will not be charged where prohibited by applicable law. It does not apply to confirmed manufacturing defects, goods sent in error, or statutory cancellation/withdrawal rights where applicable law does not permit the fee.
We recommend using a tracked and insured service and retaining shipping proof until the refund is completed.
4. Refunds
After we receive the returned item, we will inspect it to confirm eligibility. We will notify you by email whether the return has been approved or declined.
If approved, the refund will be issued to the original payment method within 7 business days after approval. Your bank, card issuer, or payment provider may require additional time to display the credit.
If you have not received a refund after the stated processing period, please first contact your bank or payment provider. If you still need help, contact us at [floatelierstore@outlook.com].
A refund may be reduced or declined if the returned item is used, incomplete, damaged, altered, not securely packed, or otherwise does not meet the conditions in this policy. Any such decision will not limit mandatory consumer rights.
5. Damaged, incorrect, or defective items
Please inspect your order promptly after delivery. If your item arrives damaged, is incorrect, or appears to have a manufacturing defect, contact us at [floatelierstore@outlook.com] before returning it.
Please include:
- your order number;
- a clear description of the issue;
- clear photos and/or video showing the issue, packaging, and shipping label where relevant;
- when the issue began; and
- how the product has been used, stored, and installed.
We may first provide troubleshooting steps. If inspection or testing is required, we will provide return instructions. Depending on the issue, we may reasonably request further information, such as additional photographs, video, testing information, or an independent technician’s report.
Do not attempt to disassemble, modify, repair, or recalibrate a magnetic-levitation product unless we have given written instructions. Unauthorised work may make diagnosis difficult and may affect warranty coverage to the extent permitted by law.
Shipping for confirmed defects
Customers may initially be asked to pay the reasonable standard return-shipping cost for inspection. If Floatelier confirms that the issue is covered by the applicable warranty or mandatory legal guarantee, we will reimburse reasonable standard ground return-shipping costs or provide a prepaid return label where available.
If the inspection finds that the issue is not covered, return shipping, diagnostic, and any optional service costs may remain the customer’s responsibility. We will explain available next steps before performing any chargeable out-of-warranty service.
6. Limited warranty for US and non-EU/EEA customers
For customers in the United States and other countries outside the European Union/European Economic Area, Floatelier provides a 6-month limited warranty from the delivery date against verified manufacturing defects in materials or workmanship.
If a covered manufacturing defect is confirmed during the warranty period, Floatelier may, at its reasonable discretion and subject to applicable law:
- repair the product;
- replace the product or an individual component;
- provide store credit;
- offer a discounted replacement; or
- provide another reasonable remedy.
This limited warranty is in addition to, and does not replace, rights that cannot legally be excluded under applicable law.
What this limited warranty does not cover
To the extent permitted by law, the limited warranty does not cover:
- normal wear, cosmetic wear, scratches, fading, or ordinary aging;
- magnetic calibration drift or performance changes caused by ordinary use, age, handling, transport, or environmental conditions;
- LED or electronic-component aging, reduced output, or gradual performance changes over time;
- accidental damage, dropping, impact, liquid exposure, improper storage, or improper installation;
- misuse, negligence, commercial use outside stated specifications, or use contrary to product instructions;
- unauthorised repairs, modifications, disassembly, or use of non-approved accessories; or
- damage caused by power surges, unsuitable power sources, extreme temperatures, humidity, dust, or other external causes.
A warranty claim does not automatically entitle a customer to a refund, free replacement, reimbursement, or repair. Each claim is reviewed individually.
7. EU/EEA and UK consumer rights
If you are a consumer in the European Union, European Economic Area, United Kingdom, or another jurisdiction with mandatory consumer protections, your statutory rights apply in addition to this policy.
Online cancellation / withdrawal right
For eligible distance purchases, EU/EEA and UK consumers generally have a legal right to cancel an order within 14 days after delivery without giving a reason, subject to applicable legal exceptions. To exercise this right, contact us before the deadline at [floatelierstore@outlook.com] with a clear statement of your decision to cancel.
If you validly exercise a statutory withdrawal or cancellation right, we will process the refund in accordance with applicable law. Where required by law, this includes the cost of our standard outbound delivery; any additional charge for an upgraded delivery service may not be refundable. You may be responsible for the direct cost of returning the goods where permitted by law. The 10% restocking fee in Section 3 does not apply where prohibited by law.
Legal guarantee for lack of conformity
EU/EEA consumers are generally entitled to a minimum 2-year legal guarantee from delivery for goods that do not conform to the contract, subject to the law of the consumer’s country. This is separate from, and takes priority over where required, Floatelier’s commercial limited warranty.
For defects appearing within the first 12 months after delivery, applicable EU rules generally presume that the lack of conformity existed at delivery unless the nature of the product or defect indicates otherwise. After that period, the customer may be asked for reasonable supporting information where allowed by applicable law. National laws may provide stronger rights, longer periods, or different remedies.
UK consumer rights, including rights relating to faulty goods, repair, replacement, price reduction, and refund, remain unaffected by this policy.
8. Warranty review and replacement units
Returned products may undergo inspection and technical review. We aim to complete most reviews promptly, but complex inspections may take up to 3 weeks after the returned item is received.
If a product is repaired or replaced, the original warranty period continues from the original delivery date unless applicable law requires otherwise. A repair or replacement does not automatically restart or extend the commercial warranty period.
Replacement products or components may be new, refurbished, or functionally equivalent, where permitted by law and subject to availability.
9. Purchases from third parties
This policy applies only to items purchased directly from the official Floatelier online store.
If you purchased from a retailer, marketplace, distributor, or reseller, please contact that seller first. Their return and warranty process may apply, while mandatory legal rights remain unaffected.
10. Contact us
For returns, refunds, delivery damage, troubleshooting, or warranty support, contact:
[floatelier Store]
Floatelier
Email: [floatelierstore@outlook.com]
We will provide return instructions after reviewing your request. Please do not send items to the return address unless we have authorized the return in writing.
11. Policy updates
We may update this policy from time to time. The version published on our website at the time of purchase will apply to that order, except where a change is required by law or is more favorable to the customer.