Refund policy

Return & Refund Policy

Thank you for shopping at Feliroo. If you are not completely satisfied with your purchase, we’re here to help. Please review our return and refund policy below.

Do You Accept Returns?

Yes, Feliroo accepts returns for both defective and non-defective items within 30 days of the delivery date.

To be eligible:

  • The item must be unused, in its original condition and packaging
  • You must include the original order confirmation or packing slip

Returns are accepted in the following situations:

  • Customer remorse (you’ve changed your mind): customer covers return shipping cost
  • Defective, damaged, or incorrect items: Feliroo provides a free return shipping label

How to Initiate a Return

  1. Contact Us: Email us at info@feliroo.com before sending any return.
  2. Return Authorization (RA): After approval, you’ll receive a Return Authorization number and return instructions.
  3. Package the Item: Securely pack the item in its original packaging. Include all accessories and documentation if applicable.
  4. Include RA Number: Clearly write the RA number on the outside of the package.
  5. Shipping:
  • For customer remorse, you are responsible for return shipping.
  • For defective, damaged, or incorrect items, we will send you a free return shipping label.
    We recommend using a trackable shipping method.

Do You Accept Exchanges?

Yes, exchanges are accepted, but only for defective, damaged, or incorrect items.

For all other reasons, you must:

  • Request a return first
  • After approval, place a new order for the replacement item

Return Method

  • All returns must be sent by post

Customers must:

  • Contact Feliroo for return authorization
  • Ship the item back with the RA number clearly written on the package
  • Use a trackable shipping service

Return Label Policy

  • Defective, damaged, or incorrect item?
    Feliroo will provide a free downloadable return label
  • Changed your mind?
    Customer must arrange and pay for return shipping

Re-Stocking Fee

No, Feliroo does not charge any restocking fees.

Refund Process

Once we receive and inspect your return, you will be notified by email regarding the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 10 business days.

Non-Refundable Items

The following items are not eligible for return or refund:

  • Customized or modified products (unless pre-approved)
  • Sale items and gift cards

Damaged or Defective Items

If your item arrives damaged, please:

  • Document the damage at the time of delivery
  • Notify us within 24 hours by emailing info@feliroo.com
    Include clear photos and a description of the issue

We will arrange a replacement or assist you in filing a claim.

European Union 14-Day Cooling-Off Period

If you are located in the EU, you have the right to cancel or return your purchase within 14 days of delivery without giving a reason.

To qualify:

  • Items must be unused and in their original packaging
  • Include proof of purchase

Order Cancellations

You may cancel your order before it is shipped at no cost.
Please email us within 24 hours of placing the order at info@feliroo.com or call us at +44 1529 257999 to request cancellation.

Questions?

If you have any questions about this policy or need assistance, please contact us via:

Business name: Feliroo
Address: Cedelshof 2, 9298SB, Kollumerzwaag, Netherlands.
Phone number: +44 1529 257999
Email: info@feliroo.com
Business hours: Monday to Friday: 9:00 AM – 5:00 PM

VAT number: NL862652339B01