CANCELLATION POLICY
Last Updated: [Insert Date]
1. GENERAL CANCELLATION POLICY
At FLAIR, orders are handled differently from traditional retailers because products may be sourced specifically after an order is confirmed.
For this reason, cancellation depends on the stage of the order.
Customers may request cancellation before the order has been sourced or purchased by FLAIR.
Once FLAIR has started sourcing or purchasing the products for a confirmed order, ordinary cancellation may no longer be available, except where required by applicable law or where the cancellation results from an issue attributable to FLAIR.
2. BEFORE ORDER CONFIRMATION
An inquiry or request made through Instagram, WhatsApp, or another communication channel does not necessarily constitute a confirmed order.
Before confirmation, the customer may change or withdraw their request without a cancellation charge.
An order becomes confirmed when the customer explicitly confirms that FLAIR should proceed with the order or when the customer completes an online payment, unless otherwise stated.
3. CANCELLATION BEFORE SOURCING
If the customer requests cancellation after the order has been confirmed but before FLAIR has started sourcing or purchasing the products, FLAIR may accept the cancellation.
If an online payment has already been made, any applicable refund will be processed according to the applicable payment method, payment provider rules, and applicable law.
4. AFTER SOURCING OR PURCHASE
Once FLAIR has started sourcing or purchasing products specifically for the confirmed order, the customer may no longer cancel the order as an ordinary change-of-mind cancellation, except where:
Cancellation is required by applicable law.
The order cannot be fulfilled because of an issue attributable to FLAIR.
A confirmed product becomes unavailable and the customer does not wish to accept an available replacement.
FLAIR otherwise agrees to the cancellation.
This is because FLAIR may have already committed funds or purchased products specifically to fulfill the customer's order.
5. ORDER CHANGES
Customers who wish to change an order should contact FLAIR as soon as possible.
Changes may be accepted before sourcing or purchasing begins.
If the new product has a higher price, the customer must pay the difference before FLAIR proceeds.
If the new product has a lower price, FLAIR will refund the applicable difference.
The delivery fee will also be recalculated according to the final confirmed order value.
For example, if an order initially qualifies for free delivery but a permitted change reduces the final order value below the free-delivery threshold, the applicable delivery fee will be added.
6. CANCELLATION DUE TO PRODUCT UNAVAILABILITY
If a confirmed product becomes unavailable before FLAIR can fulfill the order, the customer will be informed.
The customer may choose:
An appropriate replacement; or
A refund for the unavailable product.
If the customer chooses a replacement and that replacement later becomes unavailable, FLAIR may offer another suitable replacement or a refund.
If the customer does not respond within a reasonable period, FLAIR may process a refund for the unavailable product.
7. FLAIR-INITIATED CANCELLATION
FLAIR may cancel an order where necessary, including where:
A product cannot be sourced.
A product is no longer available.
There is a significant pricing or listing error.
The order contains information that prevents fulfillment.
A payment cannot be successfully completed or verified.
Circumstances outside FLAIR's reasonable control prevent fulfillment.
Where FLAIR cancels an order after the customer has already paid, FLAIR will provide the applicable refund in accordance with the circumstances, payment method, and applicable law.
8. PRICE ERRORS
If a product is displayed at an incorrect price due to a technical, typographical, supplier, or other error, FLAIR may contact the customer before sourcing the product.
The customer may then choose to:
Proceed at the correct price; or
Cancel the affected order or product.
If the customer has already paid and FLAIR cannot fulfill the order at the displayed price, any applicable refund will be processed in accordance with applicable law.
9. ONLINE PAYMENT AND CANCELLATION
If an order is cancelled and a refund is approved after an online payment has been made, FLAIR will process the refund through the applicable payment method or payment provider, subject to the provider's procedures and applicable law.
FLAIR will not intentionally retain money for an order that FLAIR has cancelled without a valid basis.
Where cancellation results from an error by FLAIR, the customer should not bear costs caused solely by that error.
10. CASH ON DELIVERY
For Cash on Delivery orders that are cancelled before delivery and before FLAIR has incurred non-recoverable sourcing or fulfillment costs, no payment will be due from the customer.
If an order has already been sourced or prepared, cancellation may no longer be available as an ordinary change-of-mind cancellation.
If a customer repeatedly places Cash on Delivery orders and refuses delivery without reasonable justification, FLAIR may require online payment for future orders.
11. DELIVERY-DAY CANCELLATION OR REFUSAL
Refusing to accept a Cash on Delivery order at the time of delivery does not automatically constitute an approved cancellation.
Depending on the circumstances, FLAIR may treat the refusal as a failed delivery.
Where a customer has already paid online, refusing or rejecting a delivery does not automatically create a right to a refund. The applicable outcome will depend on the reason for the refusal and the customer's rights under applicable law.
12. LEGAL RIGHTS
Nothing in this Cancellation Policy is intended to exclude, restrict, or replace any mandatory consumer rights or remedies available under applicable Lebanese law.
Where applicable law provides a customer with a right to cancel, withdraw, return, or obtain a refund, that legal right will prevail over any conflicting provision of this policy.
13. CONTACT US
To request a cancellation or order change, contact FLAIR through the official customer communication channel provided on the website.
Please provide your Order Number and clearly state whether you are requesting a cancellation or an order modification.
FLAIR will review the order status and inform you whether the request can be accepted.