Exchanges and returns

Warranty and Exchange/Returns:

1.1 Goods may be exchanged within fourteen (14) days of the invoice date, provided that the seal of the packaging is not broken, damaged, and/or resealed. The customer is informed that certain products fall under the group of cosmetics, and for hygiene reasons, Feluno is not obliged to accept exchanges if the packaging is broken, damaged, or resealed.

1.2 Feluno only refunds money if all return and warranty conditions are met.

1.3 The (shipping) costs incurred to exchange the goods are the responsibility of the buyer.

1.4 The buyer is obliged to check that the delivered items match the order. Any deviations in color and/or texture of the products, to the extent acceptable, are not valid grounds for return. If this is not the case, the buyer must notify Feluno by email within eight (8) days of delivery, stating the buyer's name, order number, and a clear explanation of why the item is not satisfactory. Feluno will replace the item or refund the payment if it is proven that the item was not accepted for valid reasons. If no defect is reported within this period, all liability to Feluno for any defect lapses.

1.5 Feluno can never be held responsible for damages suffered due to incorrect shipments with incorrect items.

1.6 Feluno reserves the right to change prices, packaging, contents, models, and colors at any time.

1.7 Feluno does not exchange products or refund money for used goods that are in good condition.

Complaints and Returns:

2.1 Complaints about quality must be reported within thirty (30) days after purchase by email with a clear explanation of the complaint. If no defect is reported within this period, all claims against Feluno regarding any defect expire.

2.2 Feluno will only accept complaints from the official buyer, as known in its customer base.

2.3 The buyer is obliged to provide all cooperation necessary to Feluno to reasonably resolve the complaint.

2.4 To address the complaint, all products must be returned within thirty (30) days from the date of purchase. Products not sent within this period will not be considered for complaint handling. Loose or partial deliveries will not be accepted as a complete complaint.

2.5 If doubts about the product arise during use, the use should be stopped immediately and Feluno should be contacted.

2.6 Products that have been chemically treated are not eligible for complaint handling.

2.7 The chemical treatment (by means of perm, hair dye, toner, or color shampoo products) of the hair is at the buyer's own risk.

2.8 Feluno does not guarantee a wrong color or texture choice made by the customer.

2.9 Feluno does not guarantee a fastening system that is not perceived as comfortable by the customer.

2.10 Feluno does not guarantee improper use or care of products. All products must be cared for with the recommended products to qualify for warranty.

2.11 Stress, medication, and pregnancy can promote hair product failure. We do not recommend using such products if any of these apply. Wearing such products is at the client's risk.

2.12 Feluno is not liable for the labor of third parties.

2.13 Returns do not guarantee compensation.

2.14 Compensation consists only of the same product as purchased, not a reimbursement of money or costs incurred by third parties.

2.15 No correspondence will be entered into regarding settled and/or rejected complaints.

1.8 A return shipment will only be exchanged when received and approved by Feluno.

Return Instructions:

3.1 The following rules apply to all returns:
Send an email to info@Feluno.com stating your name, invoice number, and reason for return. The received packing slip should be attached to the return shipment.

3.2 For a new product, the item must be returned within fourteen (14) days from the day you contacted Feluno regarding the return.

3.3 The packaging of the new product must not be broken.

3.4 The packaging of the new product must be undamaged.

3.5 Return costs are the buyer’s responsibility unless Feluno made an incorrect delivery.

3.6 Non-registered returns are at the buyer’s risk.

3.7 Feluno is not responsible for the loss or delay of a return shipment.

3.8 Insufficiently stamped or unstamped returns will not be accepted by Feluno.

3.9 The buyer must package the goods securely to avoid damage.

Ownership and Liability:

4.1 Ownership of goods is transferred only when all payments have been made by the buyer to Feluno.

5.1 The buyer shall hold Feluno harmless from any liability that Feluno may have towards third parties in relation to the goods delivered by Feluno.