Refund policy

RETURNS POLICY

1. General terms and return window

If the Customer is not satisfied with the products purchased, for any reason, they have 30 calendar days from the date of delivery to return the product without needing to provide any explanation.

The Customer may return the purchased product provided the following conditions are met:

  • The product has not been subjected to abusive use.
  • The product is complete (two elements forming a single unit must be returned together).
  • The product is returned in its original packaging and with its original labels, together with the relevant return note.

Important requirement: no return can be processed without prior contact. The Customer must write to informacion@flippanlook.com before sending the product. Flippan'Look cannot be held responsible for, nor guarantee a refund for, packages sent without prior notice, as they cannot be identified or processed correctly.

2. Reason for return: two different procedures

The financial conditions of the return depend on the reason. Two situations are distinguished:

2.1 Return by withdrawal (Customer is not satisfied)

Flippan'Look will refund the price of the product, following its inspection and assessment, within the timeframes described in section 7.

The cost of return shipping (outbound transport) is borne by the Customer under the terms described in section 3.

The right of withdrawal may be exercised through the RETURNS section.

2.2 Return due to product defect or Flippan'Look error

If the return is due to a product defect, an error in the order, or any cause attributable to Flippan'Look, the refund will be full: it includes the price of the product, the original shipping costs and the return shipping costs. The Customer will bear no costs in this case.

3. How to manage a return

Once informacion@flippanlook.com has been contacted, Flippan'Look will confirm by email the specific details of the return, including the delivery address. There are two ways to return the product:

  • Managed by Flippan'Look: we send a courier to collect the product. Address and time slot must be confirmed. A label will be sent for the package. The cost of this service is deducted from the amount to be refunded.
  • Managed by the Customer: the Customer sends the package by whichever method they prefer. In this case, the full price of the product is refunded. A tracked, certified shipment is recommended.

Collection service costs:

Spain (mainland and Balearic Islands): €10

Rest of the European Union: the availability and cost of this service depends on the courier in each specific case and will be confirmed by email before proceeding.

4. Returns from outside the European Union

For returns from outside the European Union, only the customer-managed shipping option is available.

These shipments may incur customs handling fees and import duties upon entry into Spain, which are separate from the shipping cost. Flippan'Look will cover these costs up to a maximum of €25 per return. If the actual cost exceeds this amount, the Customer will be informed before proceeding and may choose to cover the excess or not complete the return.

Refusal of customs duties at destination: if the Customer refuses to pay customs duties or import taxes in the destination country and the package is returned to Flippan'Look, all costs incurred — including return shipping, storage and any customs charges applied — will be deducted from the amount to be refunded. If such costs exceed the order amount, no refund will be made.

5. Product exchanges

At present, products cannot be exchanged. To obtain an accessory in a different colour or model, the Customer must return the original item following the procedure above and place a new order through the Flippan'Look website.

6. Returns of gift items

To return a product received as a gift, the Customer must contact the person who placed the order and ask them to manage the return following the standard procedure. The refund will be made to the original payment method used for the purchase.

7. Refund information

Refunds will always be made to the original payment method.

The refund will be processed within a maximum of fourteen (14) calendar days from the date the Customer communicates their decision to return. Flippan'Look may withhold the amount until whichever of the following occurs first: (a) receipt of the product at the warehouse, or (b) the Customer provides proof of shipment (postal receipt or tracking number). Once the product has been received and verified at the warehouse, the refund will be processed within a maximum of 5 working days.

For any questions, complaints or queries related to a return, the Customer may write to informacion@flippanlook.com.

Last updated: 15.09.2026