Refund policy

Last updated: August 13, 2026

We want you to be happy with your order. If something isn't right, this page explains exactly how returns and refunds work at Filue.

Return Window

You may return any item within 30 days from the day your order is delivered, for any reason.

Return Conditions

• Items must be unused, in their original condition, and in their original packaging.
• Items that are used, damaged by the customer, or missing parts may be refused or refunded only partially.
• For hygiene reasons, personal-care items cannot be returned once opened, unless defective.

How to Start a Return

• Email support@filue.com with your order number and the reason for the return.
• Our team will reply within 24 hours on business days with return instructions and the return address.
• Ship the item back within 14 days of receiving those instructions. Please do not send returns without contacting us first — unregistered returns cannot be matched to an order and may not be refundable.

Return Shipping Costs

Return shipping is paid by the customer, except where the item arrived damaged, defective, or incorrect — in those cases we cover the return cost or issue a refund or replacement without requiring a return.

Damaged, Defective, or Wrong Items

Report any damaged, defective, or incorrect item within 7 days of delivery by emailing support@filue.com with your order number and clear photos. We will send a free replacement or issue a full refund — your choice.

Refunds

Once your return arrives and passes inspection, we process your refund within 5 business days of receiving your return, to your original payment method. Depending on your bank or card issuer, the amount typically appears within 5–10 business days after processing.

Exchanges

We do not offer direct exchanges. If you'd like a different item, return the original for a refund and place a new order.

Order Cancellations

You may cancel your order free of charge within 12 hours of placing your order. After that, the order may already be processing and can no longer be cancelled — you can still return it under this policy once it arrives.

Your Statutory Rights

This policy is in addition to, and does not affect, your statutory rights as a UK consumer, including rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Questions

Email support@filue.com. See also our Shipping Policy.