Refund policy

At Florm, we want every customer to be satisfied with their purchase. This Return and Refund Policy explains your rights and our procedures for cancellations, returns, refunds, damaged products, and defective products purchased through Florm.shop.

Florm
101 Wallace St
Kinning Park
Glasgow G5 8DJ
United Kingdom

Phone: +44 141 266 0067
Email: Support@Florm.shop

This policy applies to orders delivered within the United Kingdom.

1. Order Cancellation

If you change your mind about an order, you may request cancellation before the product has been dispatched.

To request a cancellation, contact us as soon as possible at Support@Florm.shop and include your order number and the name used for the order.

If your order has not yet been dispatched, we will normally cancel the order and issue a full refund to your original payment method.

If the product has already been dispatched or delivered, the cancellation will be handled under the return and cancellation provisions described below.

2. Your 14-Day Cancellation Right

For eligible purchases made online, UK consumer law generally provides a statutory cancellation period of 14 days from the day after you receive the goods.

You do not normally need to provide a reason for exercising this cancellation right.

If you wish to cancel within this period, please contact us at:

Email: Support@Florm.shop
Phone: +44 141 266 0067

Please clearly state that you wish to cancel your order and provide your order number.

After notifying us of your cancellation, you must return the goods within 14 days, unless another arrangement has been agreed with us.

3. Returns of Hot Tubs and Swim Spas

Because hot tubs and swim spas are large, heavy products that may require specialist transportation, customers must contact us before arranging or attempting to return a product.

We will provide the appropriate return instructions and, where applicable, information about the return transportation arrangements.

Products being returned because the customer has changed their mind should be returned in an appropriate condition, subject to the customer's statutory rights.

Where reasonably possible, the product should be returned:

  • In its original condition

  • With all included components and accessories

  • With manuals and documentation

  • With the original packaging where available

  • Without unnecessary damage or alteration

Customers are responsible for taking reasonable care of goods while they are in their possession.

4. Return Costs

Where you exercise your statutory cancellation right because you have changed your mind, you may be responsible for the direct cost of returning a large or heavy product where permitted by applicable law.

Because hot tubs and swim spas may require specialist or freight transportation, return costs can vary depending on the product and delivery location.

We will provide return instructions and information about applicable return transportation costs before the return is arranged.

Where a product is faulty, damaged on arrival, incorrectly supplied, or otherwise does not conform to the contract, Florm will be responsible for the appropriate return costs in accordance with your statutory rights.

5. Damaged Products on Delivery

Please inspect your order as soon as reasonably possible after delivery.

If your hot tub or swim spa arrives visibly damaged, please contact us promptly at Support@Florm.shop and provide:

  • Your order number

  • A description of the damage

  • Clear photographs of the product

  • Photographs of the packaging where applicable

Please do not install, use, or modify a product that appears to have been damaged during transportation until we have had an opportunity to review the issue.

We will assess the reported damage and work with you to provide an appropriate resolution, which may include repair, replacement, or refund where applicable.

Your statutory consumer rights are not affected by any notification timeframe stated in this section.

6. Faulty or Defective Products

If your product develops a fault or is defective, please contact us at Support@Florm.shop as soon as possible.

Depending on the circumstances and your statutory rights, we may arrange an appropriate remedy such as:

  • Repair

  • Replacement

  • Price reduction

  • Refund

We may ask for photographs, videos, product information, or other reasonable information to help us identify the issue.

Nothing in this policy limits or excludes any rights you have under applicable UK consumer protection law.

7. Refunds

When a refund is approved, we will normally issue the refund to the original payment method used for the purchase.

For cancellations made under the applicable statutory cancellation rights, refunds will be processed in accordance with applicable UK law.

Where required by law, refunds will include the applicable standard outbound delivery charge paid by the customer. If you selected a more expensive delivery option than the least expensive standard delivery option we offered, we may only be required to refund the cost of the least expensive standard delivery option.

For returned goods, we may withhold reimbursement until we have received the goods back or you have provided appropriate evidence that the goods have been returned, whichever occurs first, where permitted by applicable law.

8. Condition of Returned Products

When exercising a statutory cancellation right, customers may handle the goods only to the extent necessary to establish their nature, characteristics, and functioning.

If a product has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may be entitled to make a deduction from the refund where permitted by law.

For hot tubs and swim spas, customers should therefore avoid unnecessary installation, use, modification, or damage when deciding whether to exercise a cancellation right.

This does not affect your statutory rights regarding faulty, damaged, or incorrectly supplied products.

9. Products That Have Been Installed or Used

Because hot tubs and swim spas are specialist products, installation or use may affect their condition and value.

If you change your mind after receiving a product, please contact us before installing or using it whenever possible.

If the product has already been installed or used, please contact us so that we can assess the circumstances and explain the available options.

Nothing in this section removes or restricts any statutory rights you may have in relation to defective or non-conforming goods.

10. Exclusions and Statutory Rights

Certain goods or circumstances may be excluded from the statutory cancellation right under UK law.

Where an exception applies to a particular order or product, we will provide the relevant information as required by law.

Our policy does not affect your statutory rights. In particular, customers retain their rights in relation to goods that are faulty, damaged, incorrectly supplied, or not as described.

11. Refund Processing Time

Once a refund has been approved and all applicable conditions have been satisfied, we will process the refund within the timeframe required by applicable law.

After we issue the refund, the time required for the funds to appear in your account may depend on your bank or payment provider.

12. How to Request a Return or Refund

To request a return, cancellation, replacement, repair, or refund, please contact us:

Florm
101 Wallace St
Kinning Park
Glasgow G5 8DJ
United Kingdom

Email: Support@Florm.shop
Phone: +44 141 266 0067

Please include:

  • Your full name

  • Order number

  • Product purchased

  • Reason for your request, where applicable

  • Photographs or other supporting information where relevant

For large products such as hot tubs and swim spas, please do not arrange return transportation yourself before contacting us.

13. Free Delivery

Florm currently provides free delivery within the United Kingdom on eligible orders.

Orders are normally processed within 1–3 business days.

Estimated delivery time is 5–10 business days after processing, depending on the product, delivery location, carrier, and other logistical circumstances.

Delivery estimates are not guaranteed delivery dates.

14. Contact Us

If you have any questions about our Return and Refund Policy, please contact us.

Florm
101 Wallace St
Kinning Park
Glasgow G5 8DJ
United Kingdom

Phone: +44 141 266 0067
Email: Support@Florm.shop
Website: Florm.shop

We are happy to help with questions regarding cancellations, returns, refunds, damaged products, and warranty or product issues.

15. Your Statutory Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict, or replace any rights or remedies that consumers have under applicable UK law.

Where a statutory consumer right provides a greater protection than this policy, the statutory right will apply.