Return and Refund Policy
Thank you for choosing Felcro! We are committed to ensuring your experience with our authentic products is seamless from start to finish. If your item does not meet expectations upon arrival, our straightforward return and refund policy is designed to get things sorted out fast.
1. 30-Day Policy Window
You have up to 30 days from the confirmed delivery date of your order to request a return, replacement, or refund.
2. Damaged or Defective Items
Should your item arrive damaged or broken from transit, we will either provide a full refund or dispatch a fresh replacement right away, completely free of charge.
3. Incorrect Orders
If the product you receive is different from what you ordered (e.g., incorrect size, color, or model variant), we will correct the mistake by offering a full refund or shipping the right item to you at no extra cost.
4. Order Errors & Accidental Purchases
If you realize you made an error while placing your order, reach out to us right away at hello@felcro.com. We can modify or cancel orders that are still processing in our facility. Please note that once a package has been dispatched, we are unable to change it, and we cannot process refunds or returns for ordering mistakes after shipment.
5. Change of Mind Policy
While we are quick to fix issues with damaged or incorrect goods, we do not accept returns or offer refunds if you simply change your mind. Because Felcro covers significant international shipping costs to offer you absolute FREE worldwide delivery, we cannot support non-essential returns. We ask for your understanding that a valid reason—such as a structural defect or a wrong item—is required for an authorized return.
6. European Union Right of Withdrawal
Customers located in the European Union hold a statutory right to withdraw from their purchase within 30 days of receiving the final part of their order.
Exercising this right: Please email hello@felcro.com with your order information and a clear statement indicating your wish to withdraw.
Cancellations: EU customers can cancel their order at any time prior to fulfillment by contacting our support team immediately.
Refund Turnaround: After you provide a formal withdrawal notice, your refund will be completed within 14 days. We will fully cover the return shipping costs by arranging a free pickup from your location.
7. Filing a Return or Replacement Request
To initiate a claim, please send an email with clear photos or a short video showing the item's condition and the delivered parcel to hello@felcro.com. Our support team will review your evidence within 24 to 48 hours and follow up with an email confirming your approved refund or replacement.
8. Processing Reimbursements
All financial refunds are handled securely via Shopify Payments. Once approved by our team, the funds are sent back to your original payment method, typically clearing within 2 to 10 business days. If you do not see the credit on your bank statement after 10 full days, please contact us at hello@felcro.com so we can investigate.
9. Return Logistics
Since we dispatch products dynamically from multiple global warehouses, our team will review the specific item's value and status before giving return instructions. If we require the physical item back, you will not be charged any hidden processing fees. We use convenient services like packagesender.com to arrange home collections for defective or incorrect items, taking the stress completely out of your hands.
If you have any further questions or need direct assistance, please do not hesitate to contact us at hello@felcro.com. We value your business and are dedicated to ensuring your complete satisfaction.