Refund policy

Refund and Return Policy

Last updated: 1 May 2026

1. Overview

At Floena, we want you to be satisfied with your purchase. This policy explains how products can be returned and under which conditions a refund or alternative solution may be provided. Please read this policy carefully before purchasing.

2. Statutory Right of Withdrawal (EU consumers, 14 days)

Consumers in the European Union have a statutory right to withdraw from their purchase within 14 days of receiving the goods, in accordance with EU Directive 2011/83/EU.

Returns under this statutory right are accepted only for items that are unused, unopened, and in their original sealed packaging.

Hygiene exception: Under Article 16(e) of EU Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods unsuitable for return for reasons of health protection or hygiene if the seal has been broken after delivery. This applies to all Floena products once the hygiene seal has been removed.

3. Floena 90-Day Comfort Guarantee (voluntary, additional to legal rights)

In addition to your statutory rights, we offer a voluntary 90-day comfort guarantee. This is offered at our discretion and does not affect your legal consumer rights.

Period underwear and swimwear: The first opened pair may be eligible for store credit within 90 days of receipt. Additional unopened items remain eligible under the standard 14-day return. Returned items must be cleaned and laundered per the included care instructions.

Cups and discs: May be tested for up to 3 cycles (max. 90 days from receipt). Eligible for size exchange or store credit, one product per customer. Returned items must be sterilised and cleaned per the included care instructions.

For hygiene reasons, items returned under this voluntary guarantee are not resold. They are responsibly disposed of in accordance with hygiene best practice.

This guarantee applies only to purchases made directly on floena.com.

4. How to Request a Return

To request a return or guarantee claim, contact us at info@floena.com with your order number, name and contact details, a description of the issue, and photos if applicable. We will review your request within 2 business days and provide further instructions.

5. Returning the Product

After approval, please send the item to:

Eko Flow d.o.o.
Brodarjev trg 11
1000 Ljubljana
Slovenia

We recommend using a tracked shipping service. Return shipping costs are the responsibility of the customer, except where the item is defective or incorrectly shipped (see Section 7).

6. Refunds

Refunds for eligible items are processed within 7 business days of receiving the return. Refunds are issued via the original payment method. Original shipping costs are non-refundable, except where the return is due to our error. Gift cards are non-refundable.

7. Defective or Incorrect Items

If your order arrives damaged, defective, or with the wrong item, please contact us within 7 days of delivery at info@floena.com. We will provide a replacement or full refund (including return shipping) at no additional cost.

8. Exchanges

We do not offer direct exchanges. If you need a different size or product, please request a return and place a new order. Size exchanges may be offered as part of the 90-Day Comfort Guarantee (see Section 3).

9. Non-Returnable Items

Opened or used hygiene products (except under Section 3 conditions); washed or laundered items returned outside the guarantee window; gift cards; items damaged by misuse or normal wear.

10. Customers Outside the EU

For customers outside the European Union, the statutory 14-day withdrawal right under EU Directive 2011/83/EU does not automatically apply. However, our voluntary 90-Day Comfort Guarantee (Section 3) is available to all customers worldwide who purchased directly on floena.com. Customers outside the EU are responsible for return shipping and any customs charges.

11. Governing Law

This policy is governed by the laws of the Republic of Slovenia, without prejudice to the mandatory consumer protection rules of the consumer's country of residence.