退款及換貨程序

二、 退款金額與計算說明

1. 退款方式：可選擇 原路退款（退回原付款方式）或 轉換為商店購物金。

• 選擇商店購物金可享有更快的處理速度，並可於下次購物時直接使用！
  

2. 多件優惠/套裝退貨計算：

• 若退回部分產品後，剩餘產品不再符合原套裝或滿減優惠，剩餘產品將以原價計算，退款金額為：原訂單總額 - 剩餘產品原價 = 實際退款金額。
• 範例：購買 3 支 100ml 香水套裝（優惠價 $1,688），其後申請退回 2 支。留下的 1 支將按原價 $888 計算，最終退款額為：$1,688 - $888 = $800。

3. 運費負擔：退換貨所產生之來回運費及相關費用需由買家自行承擔。

4. 退款處理時間：如經信用卡或電子支付原路退款，我們會在收到退貨並審核通過後的 5 個工作天內 完成處理（款項實際到帳時間視乎個別銀行/支付平台而定）。

 

三、 簡單 3 步申請退換貨

第 1 步：聯絡客服申請與選擇退換方式 請於收貨日起計 14 天內，透過以下任一途徑聯絡客服，提供你的 訂單號碼、退換原因 及 欲選擇的退換途徑：

• 💬 Facebook Messenger：@myfloroma

• 📱 WhatsApp：+852 9885 0262

• ✉️ Email：cs@myfloroma.com

第 2 步：選擇退換途徑

【途徑 A】郵寄至柴灣辦公室

1. 經客服確認申請後，請妥善包裝貨品，並於包裹內附上/外箱寫上 「訂單號碼」 及 「擬更換之產品」。

2. 寄至以下地址：

• • 郵寄/快遞地址：柴灣利眾街 27 號德景工業大廈 18 樓 02 室

  • 順豐退件資料：收件人：FLOROMA Limited / 電話：+852 9885 0262

【途徑 B】前往 FLOROMA 專門店辦理

1. 經客服確認申請後，請向客服 預約到店退換的日期及指定門市。

2. 請於約定時間帶同 產品、原裝包裝及訂單證明 前往選定門市進行辦理。

• • 備註：門市現場僅提供貨品檢查與現貨更換。如涉及退款或差額處理，將由網購後台團隊於 5 個工作天內完成。

第 3 步：等待審核與退款/發貨

• 郵寄顧客：我們收到退件後會通知你，通過審核後於 5 個工作天內 安排退款或寄出新換產品。

• 門市顧客：現場經店員確認貨品狀態後，即可即時完成換貨；退款申請則於 5 個工作天內 安排回傳至原付款方式。

 

如有任何爭議，FLOROMA 保留最終決定權。

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Please note: Our 14-day return and exchange policy is currently applicable only to online orders within Hong Kong and Macau.

 

Q1. What is FLOROMA’s return and exchange policy?

We offer a 14-day return and exchange guarantee for eligible online orders. You must notify our customer service team within 14 days of receiving your order to apply. Requests submitted after 14 days will not be accepted.

 

Q2. Are all items eligible for a return or refund?

• Perfumes: Eligible for return or exchange within 14 days, provided they are in their original condition and unopened/unused packaging.

• Home & Personal Fragrance Categories: Car diffusers, room diffusers, scented candles, preserved flower bouquets, and diffuser stones cannot be refunded once opened.

• Add-On & Promotional Items: Non-refundable, but eligible for product exchange whether opened or unopened.

• General Condition: All returned items must be unused, in their original condition, and accompanied by all original packaging and accessories.

 

Q3. How do refunds work, and how are bundle discounts recalculated?

1. Refund Options: You can choose to receive your refund via your original payment method or as Store Credit. (Opting for Store Credit allows for faster processing so you can shop again right away!)

2. Bundle & Multi-Buy Discounts: If a partial return causes your order to no longer qualify for a bundle discount, the retained items will be recalculated at their full original retail price.

• Formula: Original Order Total - Original Price of Retained Items = Refund Amount
• Example: If you purchased a 3-piece 100ml perfume bundle for HK$1,688 and return 2 bottles, the kept bottle will be charged at its full retail price of HK$888. Your refund will be HK$800 ($1,688 - $888).

 

3. Processing Time: Once approved, credit card/electronic payment refunds are processed within 5 business days (actual posting times depend on your issuing bank).

 

Q4. Can I cancel my order after confirmation?

Once an order is confirmed, any cancellation requested for personal reasons will incur a HK$100 administrative fee. Alternatively, you may choose to amend your order once free of charge, or proceed with a return after receiving the parcel.

 

Q5. Who pays for return shipping?

The buyer is responsible for all round-trip shipping fees and related delivery expenses for returned or exchanged goods.

 

Q6. How do I apply for a return or exchange?

You can submit your request in 3 simple steps:

 

Step 1: Contact Customer Service

Within 14 days of receipt, contact us with your Order Number, Reason for Return/Exchange, and Preferred Return Method:

• 💬 Facebook Messenger: @myfloroma

• 📱 WhatsApp: +852 9885 0262

• ✉️ Email: cs@myfloroma.com

 

Step 2: Choose Your Return Method

• Option A: Mail / SF Express to Chai Wan Office

  Pack the item securely, write your Order Number and Requested Exchange Item(s) on/inside the parcel, and send to:

  Recipient: Floroma Limited

  Phone: +852 9885 0262

  Address: Unit 02, 18/F, Tak King Industrial Building, 27 Lee Chung Street, Chai Wan, Hong Kong

• Option B: Visit a FLOROMA Retail Store

  Schedule an appointment time and store location with our customer service team, then bring the item, original packaging, and order proof to the selected store.

 

Step 3: Verification & Completion

• By Mail: We will notify you upon arrival. Approved refunds or replacement shipments will be processed within 5 business days.

• In Store: Store staff will inspect the item and process immediate product exchanges on-site. Any applicable cash/electronic refund will be credited by our online support team within 5 business days.

FLOROMA reserves the right of final decision in case of any disputes.