Returns

If you are not satisfied for any reason, you may return most purchases made on our e-shop within 30 days of purchase. Please note that clearance items, parts, outdoor and special orders are final sale and cannot be returned. 

To return an item, please contact customer service for a return authorization number. We will not be able to accept any returns made without a return merchandise authorization number (“RMA”) accompanying the return. 

Returned merchandise must be in new, uninstalled condition, in its original packaging, and otherwise in re-sellable condition.. Return of goods must be freight prepaid by the client. If a returned product is received in poor condition due to unsatisfactory packaging, the client will not be reimbursed. For this reason, we strongly advise you to use an insured, trackable shipping method to return items. Items must be received by us within 15 calendar days from when we issue the RMA or you will not receive any credit for your return.

Your refund will only be issued after the item has been received and inspected. All refunds will be made to the original method of payment.

Please note: Under no circumstances will shipping and handling fees be included in the refund.

We take the utmost care to ensure that your order arrives in good condition, however, please inspect all goods promptly upon delivery and notify FLOS USA at info.usa@flos.com within three (3) business days from delivery date of any damage, errors or shortages. When notifying us of any claim, please include the order number, a description of the issue, and supporting photographs where possible. Upon timely notice, we will, at our discretion, provide a replacement, repair, or refund, as appropriate.

Failure to provide notice within this period will constitute acceptance of the goods and the customer will waive the right to make claims of any damages, errors, or shortages, except as required by applicable law.

Products with manufacturing defects, missing parts or other problems originating prior to shipment are handled differently than items that have been damaged by the carrier while in transit. Please refer to our Warranty Policy for more information on how to notify FLOS USA of any such defects and obtain assistance therewith.