Returns & Refunds Policy

Last updated: December 18, 2025

This Returns & Refunds Policy applies to all purchases made on www.furlunie.com and complies with applicable EU consumer protection laws, including Directive 2011/83/EU and relevant provisions of the German Civil Code (BGB).

Our products are primarily sold online and may involve technical setup. Therefore, most issues can be resolved remotely, which allows faster and more efficient solutions for our customers.

1. Right of Withdrawal (EU Consumers)

If you are a consumer within the European Union, you have the statutory right to withdraw from your purchase within 14 days of receiving the goods, without providing a reason.

To exercise your right of withdrawal:

  • You must notify us in writing (e.g. by email) within 14 days of receipt

  • The product must be unused, undamaged, and returned in its original packaging

Excluded from withdrawal are goods that are:

  • Personalized

  • Hygienic or sealed items that have been opened after delivery

  • Perishable or custom-made goods

as permitted under §312g BGB.

2. Voluntary Extended Return Period

In addition to the statutory withdrawal right, we voluntarily offer:

  • An extended return period of up to 30 days from delivery for most non-hygienic products

This does not affect your statutory rights.

3. Quality Issues and Defective Products

If you believe your product has a quality defect, damage, or malfunction, please contact us within 30 days of delivery.

Remote Support First

Most issues can be resolved without a physical return.
We may request:

  • Photos or videos

  • Remote troubleshooting via email or video guidance

This step helps us confirm whether the issue is caused by a product defect or by setup or usage conditions.

4. Return Approval and Overseas Warehouse Returns

If a confirmed product quality issue cannot be resolved remotely:

  • We will provide you with a return authorization

  • A free return shipping label (EU-based carrier, such as DHL) will be issued

  • The product must be shipped to our overseas warehouse within 14 days of approval

Returns sent without prior authorization may not be accepted.

5. Inspection and Processing Time

Once the returned product arrives at our warehouse:

  • Inspection is completed within 5 business days

  • Refunds or replacements are processed within 14 days after inspection

In complex cases, the full process (remote verification, return shipment, inspection, and refund) may take up to 60 days.

6. Refund Method

Approved refunds will be issued to the original payment method used at checkout.

For valid withdrawals and confirmed quality issues:

  • The original standard shipping cost will be refunded

7. Return Shipping Costs

  • Confirmed quality defects: Return shipping is free of charge

  • Withdrawal without quality issues: The customer bears the return shipping costs

  • Invalid or unconfirmed claims: Return costs may be deducted from the refund

8. Non-Returnable Items

The following items are not eligible for return:

  • Used or damaged products (unless due to confirmed defects)

  • Hygiene-related items that have been opened or used

  • Items returned without original packaging

  • Products damaged due to misuse, improper installation, or unauthorized modifications

9. Holiday Return Extension

Orders placed between November 1 and December 31 may be returned until January 31 of the following year, provided the items meet the return conditions.

10. Risk of Transport

For withdrawal returns, the customer bears the risk of loss or damage during return shipping until the goods are received by our warehouse.

11. How to Start a Return

To request a return or refund, please contact us at:

📧 support@furlunie.com

Please include:

  • Order number

  • Reason for return

  • Photos or videos (if applicable)

We will respond within 1–2 business days.

12. Exchanges

If you prefer an exchange instead of a refund, please indicate this when contacting us.
Exchanges are subject to product availability.

13. Contact

For any questions regarding returns or refunds, please contact:

📧 furlunie@gmail.com