Exchange Policy

At Fluo, we want your shopping experience to be as smooth and satisfying as possible. Please review our exchange policy to understand how we handle returns and exchanges.

Eligibility for Exchanges

1. • New Collection Items: Customers may exchange any unworn, unused new collection item, with tags attached, within 14 days of delivery for online orders or 14 days of purchase for in-store items.
   • Sale Items or Promotional Offers: Items bought on sale or as part of a promotion are eligible for exchange within a 3-day window. Sale items or promotional items can only be exchanged for other items also on sale or part of the same offer.
2. Domestic In-Store Exchanges
   • For customers in Lebanon, online orders may be exchanged directly at our stores within the allowed timeframe. Please bring the original receipt or digital proof of purchase, and ensure tags are intact.
3. Online Store Credits for Exchanges
   • For items purchased online, exchanges are processed as store credits, which:
     • Are valid for 1 month and can be used for any available item in the online collection, provided the original item was not on sale.
     • Sale Items: Store credits issued for sale items can only be used to purchase other items on sale or part of the same offer. These credits are valid for 15 days from issuance or until the sale/offer ends, whichever is sooner.
4. Initiating an Exchange
   • To start an exchange, please complete the Exchange Request Form on our website and submit it for review. Once submitted, our support team will contact you within 24 business hours to guide you on the next steps.
   • Alternatively, you may reach out via our WhatsApp support line +961 76 559 403 or support email info@shopfluo.com for assistance.
5. Delivery Costs for Exchanges
   • Domestic Exchanges: For domestic orders, customers will cover the delivery fee for the exchanged item. Fluo will cover the return shipping of the exchanged item back to our warehouse.
   • International Exchanges: International customers are responsible for both the return and exchange delivery fees.
6. Faulty, Damaged, or Incorrect Items
   • If an item is faulty, damaged, incorrect, or missing, please contact us within 3 working days of the delivery date. Customers should keep the original envelope for inspection if the item shows signs of transit damage.
   • FLUO will replace the defective, damaged, or incorrect item with an identical piece, subject to stock availability. If the item is no longer in stock, the customer will be eligible for a full refund, including delivery charges and any reasonable return shipping costs.
   • Refunds for verified cases will be processed using the original payment method or, upon the customer’s request, as store credit for future purchases.
   • FLUO will cover all return shipping fees for faulty, damaged, or incorrect items, ensuring no additional burden on the customer.
   • For any claims, customers may contact FLUO’s support team via the designated email (info@shopfluo.com) or WhatsApp channel (+961 76 559 403).
7. Store Credit Issuance and Usage
   • All store credits for exchanges will be issued after successful inspection of the item and sent by email or WhatsApp depending on your preferred method of communication. Store credits will be provided in the form of a coupon or voucher to be used on our website for future purchases.
8. Inspection and Approval Process
   • All returned items will undergo a thorough inspection to ensure they meet the exchange conditions. Once we receive the item, please allow 24 business hours for the inspection to be completed.
   • Upon successful inspection, we will issue the store credit, if applicable, and notify you via your preferred method (email or WhatsApp), as chosen on the Exchange Request Form.

Thank you for choosing Fluo! We’re here to ensure your satisfaction at every step