Returns & Refunds

1. Your statutory right of withdrawal

Under the EU Consumer Rights Directive (2011/83/EU), consumers buying at a distance have the right to withdraw from the contract within 14 days of receiving the goods, without giving any reason and without penalty.

FLOFUM, S.L. voluntarily extends this period to 30 calendar days. This is a contractual benefit in addition to your statutory rights — it does not replace or reduce them.

2. How to withdraw

Tell us before the 30 days expire. A clear statement is enough — there is no special form you must use. Email support@casena-store.com with:

• Your order reference and the date you received the goods
• Your name and delivery address
• The item or items you are returning
• The IBAN and account holder name for your refund

We acknowledge every withdrawal request in writing and send you the return address. Please wait for that confirmation before shipping anything back, so your parcel is not returned to you unopened.

3. Sending the goods back

Return the goods without undue delay and in any event within 14 days of telling us you are withdrawing. Please:

• Include all parts, accessories, manuals and free gifts supplied with the item
• Pack the item so it is not damaged in transit — use the original packaging where you still have it
• Use a tracked service and keep the proof of postage

4. Who pays for the return

Where we pay, we either arrange collection or reimburse the cost of a standard tracked service on production of a receipt.

5. Condition of returned goods

You may handle and inspect the goods as you would in a shop. You are liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

In practice this means an item that has been used normally in the course of testing it will still be refunded. An item that has been damaged, heavily used, or had consumable parts fitted may be refunded at a reduced amount, and we will explain any deduction in writing before making it.

6. How and when you are refunded

Because our orders are paid in cash to a courier, there is no card or account to refund automatically. Refunds are made by bank transfer to the IBAN you provide.

• We refund within 14 days of receiving the returned goods, or of receiving proof that you have sent them back, whichever is earlier.
• We refund the price you paid for the goods, plus the standard delivery charge you originally paid, if any.
• If you chose a more expensive delivery option than our standard one, we refund the standard cost only.
• Refunds are made in the currency in which you paid. We do not charge a fee for issuing a refund; your own bank may charge for receiving a transfer.

7. Faulty, damaged or misdescribed goods

Separately from the withdrawal right above, goods sold to consumers carry a legal guarantee of conformity of two years from delivery, under EU Directive 2019/771. If, within that period, an item is faulty, does not match its description, or does not perform as it should, you are entitled to:

1. Repair or replacement, free of charge, within a reasonable time; and if that is impossible, disproportionate or not done in reasonable time —
2. A price reduction or a full refund.

To make a claim, email support@casena-store.com with your order reference, a description of the fault and photographs or a short video where the fault is visible. We will tell you within 5 working days how we intend to resolve it.

This guarantee does not cover normal wear and tear, damage caused by misuse, accident, unauthorised repair, or failure to follow the manufacturer's instructions.

8. Items excluded from the withdrawal right

EU law allows certain goods to be excluded from the right of withdrawal. For our range this applies to:

• Goods made to your specification or clearly personalised
• Sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed after delivery
• Goods which, after delivery, are inseparably mixed with other items

Nothing in this section limits your rights in respect of faulty goods.

9. Refusing a delivery

You may refuse a cash-on-delivery parcel at the door without paying. This is the simplest way to cancel — no return shipping, no refund to process. See our Shipping Policy.

10. Return address

Do not send returns before contacting us — the warehouse address may differ from our registered office. Our registered office is:

11. Dispute resolution

If we cannot resolve a return or refund dispute between us, EU consumers may refer the matter to their national consumer protection authority or to an alternative dispute resolution body in their country of residence. Nothing in this policy affects your statutory rights.