Return & Exchange Policy
Thanks for shopping at FLOE ACTIVE!
If you are not entirely satisfied with your purchase, we are here to help. If you happen to receive defective products or incorrect items, return or exchange is applicable with terms and conditions.
WHAT IS THE RETURN & REFUND POLICY?
We offer refunds with credit points for the following cases:
- Orders received were incorrect
- Orders received were faulty or damaged
- Orders are not received after 60 days of purchase being made
We do not offer refunds for wrongly order, incorrect sizing, gifts or change of mind.
What would NOT be considered as faulty item(s)?
- Colour discrepancy: please allow up to 20% colour variation of the actual product from our product image - it may appear lighter/darker due to devices' display screen resolution, lighting, filters & colour grading
- Minor imperfections: loose threads, creases, etc.
- Self-inflicted damage: cut to the product(s)
- Slight differences on measurements: do allow ±3cm variation in measurements of actual product and our sizing chart
Return of product(s) is only acceptable when the issue is raised to FLOE customer service team within 7 days upon receiving your order.
Refunds will be done via crediting of store credits into your FLOE ACTIVE Membership Account. Credit amount will be of similar value to the product returned.
WHAT IS THE EXCHANGE POLICY?
We do offer exchanges for the following cases:
-
Incorrect sizing
(Kindly carefully and accurately check your size before placing an order. Refer to the size charts on our Size Guide page.)
- Orders received were incorrect
- Orders received were faulty, damaged.
All exchanges on all our pieces has to be strictly made within 7 days upon receiving your order. We do not offer international exchanges (countries outside of Malaysia).
We ask that the following requirements are met:
- Full price item, with intact label tag
- Original condition, unworn and unwashed
- STRICTLY NO RETURNS OR EXCHANGES ON SALE ITEMS
Unfortunately, we cannot accept any returns that do not meet above requirements.
Refunds will be issued via store credit excluding shipping fee paid upon an order and return shipping fee. Please note that customers are responsible for return postage fee(s).
HOW DO I ORGANISE A RETURN / EXCHANGE?
Please reach out to us via Whatsapp +60182604939 or Instagram inbox
Kindly include below information in your refund/exchange request:
- Defective/Incorrect Item(s)
- Detailed description of defective/incorrect item(s)
- Supporting images of defective/incorrect item(s)
- Receipt/ proof of purchase
You will be responsible for paying for your own shipping costs for returning your item, shipping fee is non-refundable. For exchange request, if particular item has ran out, a credit point refund will be carried out accordingly.
Once the items are returned to our warehouse, you will receive your refund (item price excluding original shipping cost).
FLOE ACTIVE will not be held liable for the loss of items, bags, and garments being returned. We recommend using a registered post service to return goods and keeping a record of the tracking details.
WHERE DO I SEND MY RETURN TO?
- Securely pack the item(s) in a box/parcel with a label printed "RETURN".
- Deliver the item(s) to the address below:
HOW LONG DOES IT TAKE FOR MY REFUND TO BE PROCESSED?
All issues relating to dissatisfaction on our customer’s orders will be reviewed by our team. If you are initiating a return, we try our best to reply to you as quickly as possible within 24 hours.
Returns/Refunds/Exchanges will be processed within 7-10 business days of acknowledgement. For Physical Product Refunds, we will process through the same method you used to pay.
CONTACT US
Please be rest assured that all products are inspected thoroughly prior to packing and are shipped out in good condition. However, it could happen due to unforeseen circumstances. If you have experienced any dissatisfaction in your shopping with us, please get in touch with us so we can learn to serve you better. If you have any questions on how to return your item to us, contact us.