Return policy
Return policy
Right of Withdrawal
1. Returns and Exchanges
1.1 To request a return or exchange, please email us with your full name and order number to sac@flitma.com .
1.2 Returned products will not be accepted without prior contact with our Customer Service team. The Customer Service team will provide you with all necessary instructions and a form that must be completed and included in the package. If this form is missing or incomplete, no refund will be issued.
1.3 For refunds involving product bundles, if you wish to return a bundle containing multiple items, all items in the bundle must be returned in full, not just part of it.
1.4 To receive a full refund for a package, you must return ALL included items, including those marked as "free" or listed at $0.
2. Damaged Products or Other Problems
2.1 Please inspect your order immediately upon receipt and before using the product. If you notice a manufacturing defect or missing items in your order, please contact us immediately so we can work together to resolve the issue. Be sure to take photos at the time.
2.2 Contact us by sending an email to sac@flitma.com and include your full name, order number, and photos.
2.3 Returns or exchanges will not be accepted if the products have been damaged by the customer. Returned products must be in their original condition.
2.4 Flitma guarantees a full refund and/or replacement of the defective item in accordance with Section 7 (Order Withdrawal in the General Terms and Conditions), provided the items are deemed defective. To receive a full refund, you must send us proof of the defect to sac@flitma.com .
3. 30-Day Risk-Free Trial for Eligible and Standard Items
3.1 After placing your order, you are entitled to our 30-day risk-free trial (hereinafter the "30-Day Policy") for a product purchased from your first order. In this case, you may try only one item from your first order for up to 30 days. If you are not satisfied with the product during this time, we will refund the full amount, and you can keep the item.
3.2 To take advantage of the 30-day risk-free trial, you must explicitly request it by contacting our customer service team. If you do not make this request, the customer service team may not enforce the policy.
3.3 If you wish to purchase items not covered by the 30-Day Policy as described in Section 3.1, all items will be subject to Sections 6, 7 and 8 of the General Terms and Conditions.
Flitma is responsible for exceptional shipping delays or losses in transit and will offer a free return or refund as appropriate.
If an order is not delivered and is being held at a local post office, it is the customer's responsibility to contact the carrier before requesting a return or refund.
If incorrect shipping information is provided and the package is lost or stolen as a result, you will not be eligible for a replacement or refund.
In rare cases where the customer has provided the correct shipping information but the order has not been received, Flitma will offer to send a replacement order free of charge. Please note that we will not ship a third order if the same issue occurs again. Additionally, if the carrier provides proof of delivery and the customer claims the order was not received, the customer will not be eligible for a refund of shipping costs. In such cases, if Flitma agrees to issue a refund for the product itself, the original and replacement shipping costs will be deducted from the refund amount.
4. EXCHANGES
We only exchange items that are damaged, the wrong product, the wrong size, or defective. If you need to exchange an item, please contact us at sac@flitma.com .
5. REPLACEMENT FEE
We do not charge a restocking fee on returns.
6. REFUNDS
We'll notify you once we've received and inspected your return, and let you know whether your refund was approved or not. If approved, you'll automatically be refunded to your original payment method. Please remember that it may take some time for your bank or credit card company to process and post the refund. On average, refunds can take up to 48 hours to be processed and received.
Flitma SpA
Mall Plaza Vespucio, Local 205
Vicuña Mackenna Avenue 7110, La Florida
Santiago, Chile