Refund policy

Return and Refund Policy

1. 🕒 Return Window

You have up to 30 calendar days from the date of delivery to request a return.

If you are located in the European Union, this time frame does not affect your statutory 14-calendar-day right of withdrawal under applicable consumer protection laws. For online purchases within the EU, consumers generally have the right to cancel the contract within 14 days of receiving the goods without giving any reason.

2. ✅ Requirements for a Return

To be eligible for a return, the following conditions must be met:

  • The product must be in the same condition as when you received it.

  • Whenever possible, it should be returned with all original tags, accessories, and original packaging.

  • A valid proof of purchase (e.g., invoice, receipt, or order number) must be included.

FlipFloff reserves the right to refuse returns that do not meet these conditions, unless applicable law grants the customer a mandatory right of return, cancellation, or warranty.

3. 🚚 How to Request a Return

To initiate a return, please contact us at: 📧 rebecalec@icloud.com

After review and approval of your request, you will receive:

  • The return shipping address

  • Detailed return instructions

  • A return shipping label (where applicable)

Return shipping costs are the responsibility of the customer, except when FlipFloff has made an error, such as sending a defective, incorrect, or damaged product.

Note: Returns sent without prior approval will not be accepted. Please do not send products to our business address or the registered agent of the LLC unless explicitly instructed to do so in writing.

4. 🌍 International Returns

We accept returns from all countries.

  • If the return is due to an error by FlipFloff (e.g., defective, incorrect, or damaged goods), we will cover the return shipping costs.

  • In all other cases, the customer is responsible for international shipping costs, unless applicable law dictates otherwise.

5. ❌ Non-Returnable Items

For reasons of hygiene, safety, personalization, or due to the nature of the product, we do not accept returns on the following items, unless defective, sent in error, or required by applicable law:

  • Personalized or custom-made products.

  • Opened, used, or unsealed hygiene or personal care products.

  • Perishable goods.

  • Hazardous materials, flammable liquids, or gases.

  • Gift cards.

  • Items marked as "Final Sale", unless consumer protection laws mandate a statutory right of return, cancellation, or warranty.

If you have questions regarding the return eligibility of a specific product before purchasing, please contact us at: 📧 rebecalec@icloud.com

6. 🔁 Exchanges

We do not offer direct exchanges.

If you wish to purchase a different product, please return the original item following the procedure described above and place a new order once your refund has been processed.

7. 🇪🇺 Right of Withdrawal – European Union

Customers residing in the European Union have the right to cancel their purchase within 14 calendar days of receiving their order without giving any reason. This right applies to online purchases and other distance selling contracts.

To exercise this right, please inform us by sending a clear statement to: 📧 rebecalec@icloud.com

The product must be returned in reasonable condition. The customer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

This right of withdrawal does not apply to custom-made products, perishable goods, sealed goods unsealed after delivery that are not suitable for return due to health protection or hygiene reasons, or other products excluded by applicable law.

8. 💳 Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved or rejected.

  • Approval: If approved, your refund will be processed to your original payment method within approximately 10 business days. The actual time it takes for the funds to reflect in your account depends on your bank or payment provider.

  • EU Customers: In the case of statutory EU cancellation rights, refunds will be issued in accordance with applicable laws. Sellers must refund all payments received, including standard delivery costs, but may withhold reimbursement until the goods are received or proof of return shipping is provided.

If more than 15 business days have passed since your refund was approved and you have not yet received it, please contact us at: 📧 rebecalec@icloud.com

9. ⚖️ Governing Law and Jurisdiction

This policy is governed by the laws of the State of New Mexico, United States, except where mandatory consumer protection regulations of the customer's country of residence dictate otherwise.

Nothing in this policy limits mandatory statutory consumer rights under the laws of the customer's country of residence. In the event of disputes, the parties agree to submit to the jurisdiction of the competent courts of the State of New Mexico, United States, unless applicable law specifies otherwise.

10. 📩 Contact Information

For questions regarding returns, refunds, or claims, please contact us:

  • Email: rebecalec@icloud.com

  • Brand Name: FlipFloff

  • Legal Entity: ACGG Agency LLC

  • State of Registration: New Mexico, United States

  • Return Address: Provided upon approval of the return request.

11. 🎄 Special Holiday Deliveries

During high-volume sales periods (e.g., Christmas Eve, Christmas, Epiphany, or World Book Day), we recommend placing orders well in advance to increase the likelihood of delivery before your desired date.

Delivery times stated in our store are non-binding estimates unless explicitly stated otherwise. FlipFloff is not liable for delays caused by shipping carriers, customs clearance, incorrect address details, recipient absence, or orders placed outside our recommended ordering deadlines.

By completing a purchase, the customer accepts the estimated handling and shipping times specified at checkout. However, this provision does not limit statutory consumer rights, particularly regarding defective goods, wrong items, non-delivery, seller error, or statutory rights of withdrawal where applicable.