RETURNS & REFUNDS
Last Updated: [Insert Date]
1. GENERAL RETURN POLICY
At FLAIR, we want every order to arrive safely, correctly, and as expected.
Because FLAIR sources products after an order is confirmed, returns and refunds are handled according to the circumstances of each order and the applicable consumer protection laws.
If an order arrives correct, intact, and in accordance with the confirmed order, a return, refund, or exchange will generally not be accepted solely because the customer changed their mind, no longer wants the product, or does not personally like the fragrance, texture, result, or suitability of the product, except where a return or withdrawal right is required by applicable law.
2. WHEN A RETURN OR REFUND MAY BE AVAILABLE
A return, replacement, or refund may be available when:
The wrong product was delivered.
The product arrives damaged or defective.
The product arrives opened or used when it was sold as new and sealed.
The product is missing from the confirmed order.
The issue was caused by an error by FLAIR or by the delivery process.
A product becomes unavailable after the order has been confirmed and an appropriate replacement cannot be agreed upon.
A refund or withdrawal is otherwise required by applicable law.
3. WRONG PRODUCT
If FLAIR sends a product that does not match the confirmed order, the customer may choose, where applicable:
Replacement with the correct product at no additional cost; or
A refund for the affected product.
If the customer received a different quantity or size than ordered, FLAIR may offer the correct product or refund the applicable price difference, depending on the circumstances and the customer's preference.
The customer should not bear additional costs resulting from an error caused by FLAIR.
4. DAMAGED OR DEFECTIVE PRODUCTS
If a product arrives damaged or defective, the customer should contact FLAIR as soon as reasonably possible after delivery.
FLAIR may request:
Photos or videos of the product.
Photos or videos of the product packaging.
Photos or videos of the delivery parcel and shipping packaging.
The order number.
Information about the product condition upon delivery.
The Lot/Batch number or serial number, where available.
This information helps FLAIR determine whether the issue occurred before dispatch, during delivery, or after the order was received.
If the issue is confirmed to be the responsibility of FLAIR or the delivery process, the customer may choose an appropriate replacement or refund.
5. OPENED OR USED PRODUCTS
For hygiene, safety, and product-integrity reasons, FLAIR generally cannot accept returns of products that have been opened or used when the customer is returning the product merely because they changed their mind or do not like the product.
This may include, without limitation:
Fragrances
Skincare products
Hair products
Grooming products
This restriction does not remove any mandatory rights the customer may have under applicable law, including rights relating to defective, incorrect, or non-conforming products.
6. FRAGRANCE, BEAUTY, HAIR & GROOMING PRODUCTS
A customer's personal experience with a product does not by itself establish that the product is defective.
For example, a fragrance may smell different on different people, or a skincare, hair, or grooming product may produce different results depending on the individual.
Therefore, when the correct and genuine product has been delivered in proper condition, FLAIR generally does not accept a return or refund solely because:
The customer does not like the fragrance.
The customer expected a different scent.
The product does not suit the customer's personal preferences.
The product does not produce the expected personal result.
The customer changed their mind after receiving the product.
Mandatory rights under applicable law remain unaffected.
7. COLLECTIONS
Collections are sold as a group of products.
If an entire Collection arrives correctly, safely, and in accordance with the confirmed order, the Collection generally cannot be partially returned solely because the customer changed their mind or does not want one of its products, except where applicable law requires otherwise.
If one product within a Collection is incorrect, damaged, defective, missing, or otherwise affected by an issue attributable to FLAIR or the delivery process, FLAIR may provide an appropriate remedy for the affected product.
Depending on the circumstances, the customer may choose:
Replacement of the affected product; or
Refund for the affected product.
The remaining products in the Collection may remain with the customer if they are correctly delivered and unaffected.
8. UNAVAILABLE PRODUCTS
If a confirmed product becomes unavailable before FLAIR can complete the order, the customer will be informed.
The customer may choose:
An appropriate replacement; or
A refund for the unavailable product.
If the proposed replacement has a higher price, the customer may be required to pay the difference.
If the replacement has a lower price, FLAIR will refund the difference.
If the customer does not respond within a reasonable period, FLAIR may proceed with a refund for the unavailable product rather than keeping the order pending indefinitely.
9. REFUNDS FOR DISCOUNTED ORDERS
If a refund is due for a product purchased as part of a promotion, Collection, or discount, the refund will generally be calculated based on the actual amount paid or properly allocated to that product, rather than the product's original undiscounted price.
Promotional discounts and special offers may have additional terms that affect refund calculations, provided those terms are clearly communicated and do not conflict with applicable law.
10. REFUND METHOD
Where the customer has already made an online payment, an approved refund will generally be processed through the applicable payment method or payment provider.
For Cash on Delivery orders, if no payment was made, there is no amount to refund.
Where the customer has paid at delivery and a refund is confirmed because of an error or issue attributable to FLAIR or the delivery process, FLAIR will refund the applicable amount paid by the customer.
Where a refund is required because of an error attributable to FLAIR, the customer should not be charged a deduction merely because FLAIR made the error.
Any payment-processing fees or other deductions will be handled in accordance with the applicable payment provider's rules and applicable law.
11. REFUND PROCESSING TIME
Once FLAIR confirms that a refund is approved, the time required for the money to appear in the customer's account may depend on the payment method, bank, payment provider, or other financial institution.
FLAIR cannot guarantee the exact time required by a third-party payment provider or bank.
12. RETURN PROCESS
Customers should not send a product back without first contacting FLAIR and receiving return instructions.
Where a return is approved, FLAIR will provide the customer with the applicable instructions, including where and how the product should be returned.
Returned products may be inspected before a final refund or replacement decision is made.
13. CUSTOMER RESPONSIBILITY
Customers are responsible for providing accurate delivery information and for taking reasonable care of products after delivery.
A return, replacement, or refund may be refused where the issue resulted from:
Improper use.
Accidental damage caused after delivery.
Misuse or failure to follow product instructions.
Alteration or tampering with the product.
Damage caused by the customer.
Opening or using a product where the applicable return restriction applies.
This does not affect any mandatory rights available to the customer under applicable law.
14. PROOF AND ORDER VERIFICATION
To help prevent errors and fraudulent claims, FLAIR may keep records of orders, including:
Order numbers.
Product details.
Lot/Batch numbers where available.
Photos of products before dispatch.
Photos of packaging before dispatch.
Delivery records.
Communications relating to the order.
Customers may also be asked to provide photographs or videos when reporting a problem.
These records may be used to verify the condition and contents of an order and to investigate disputes.
15. LEGAL RIGHTS
Nothing in this Returns & Refunds Policy is intended to exclude, restrict, or replace any mandatory consumer rights or remedies available to customers under applicable Lebanese law.
Where applicable law provides a customer with a right to withdraw, return, replace, repair, or obtain a refund, that legal right will prevail over any conflicting provision of this policy.
16. CONTACT US
For any return, replacement, or refund request, please contact FLAIR through the official customer communication channel provided on the website.
Please include your Order Number and a clear description of the issue.
FLAIR will review the request and communicate the appropriate next steps.