Return & Refund Policy

Last Updated: October 15, 2026

1. Our Approach to Returns and Refunds

At Fitloraq, we aim to provide customers with clear and accessible information about returns, refunds, and post-purchase assistance.

As an online cosmetics retail store, we understand that customers may occasionally need to return an item, report a problem with a delivery, or request assistance concerning a purchase.

This policy explains the general conditions and procedures for submitting return requests, handling product-related concerns, and processing eligible refunds.

Fitloraq is operated by Hubei Tiansuiping Network Technology Co., Ltd.

All requests are considered in accordance with the conditions outlined below and any mandatory consumer protection laws that apply.

2. Timeframe for Requesting a Return

Customers may request a standard return for an eligible product within 14 calendar days after the order has been delivered.

The return period begins on the date the shipment is delivered to the customer.

To request a return, please contact our customer support team within this period and provide the relevant order information.

Requests submitted after the standard 14-day return window may not qualify for a regular change-of-mind return.

However, additional rights may apply in circumstances involving defective products, incorrect items, or other matters covered by consumer protection legislation.

Nothing in this policy is intended to reduce or exclude statutory rights that cannot legally be restricted.

3. Conditions for Standard Cosmetic Returns

For a standard return based on personal preference or a change of mind, products should generally satisfy the following requirements:

• The item has not been used and remains in its original condition.

• Original packaging is retained whenever reasonably possible.

• Any included components, accessories, or supplementary materials are returned.

• Proof of purchase, such as an order confirmation or receipt, is available.

• The product has not been damaged through misuse, improper handling, or intentional alteration.

Because Fitloraq sells cosmetics, certain items may require special consideration due to hygiene and product integrity concerns.

Where permitted by applicable law, cosmetic products that have been opened, used, unsealed, or otherwise exposed may not qualify for a standard preference-based return.

This may be relevant to products such as makeup, lip cosmetics, eye cosmetics, or other items intended for direct personal application.

These conditions do not remove legal remedies available for defective, incorrectly supplied, or materially misdescribed products.

Returned items may be inspected before a refund or another resolution is approved.

4. Starting a Return Request

If you would like to return a product, please contact Fitloraq customer support before shipping the item.

Return Assistance Email:

service@fitloraq.com

To help our team review your request, please include:

• Your order number

• The name of the product involved

• A brief explanation of why you are requesting a return

• Photographs or a short video if the item is damaged, incorrect, leaking, or otherwise affected by a problem

• Any additional details reasonably necessary to identify the purchase

After reviewing your inquiry, our team will explain the applicable return procedure and provide relevant instructions.

Please wait for the appropriate return information before sending a parcel.

This helps ensure that returned products are delivered to the correct location and can be identified when received.

These procedures do not override mandatory cancellation, withdrawal, or return rights provided under applicable law.

5. Where Should Returned Products Be Sent?

The registered business address of Fitloraq's operating company is provided for legal business identification.

This address should not automatically be treated as the return shipping destination.

Depending on the fulfillment arrangements associated with a particular order, returns may need to be sent to a designated warehouse, authorized return center, or another location specified by our support team.

Once your return request has been reviewed, we will provide the applicable return address and any necessary packing or shipping instructions.

Following the provided instructions can help prevent delivery errors, unnecessary transportation costs, and delays in identifying returned merchandise.

Customers should not send products to an unconfirmed address without first obtaining the relevant return instructions.

6. Responsibility for Return Shipping Fees

The party responsible for return shipping costs depends on the reason for the return and the applicable legal requirements.

Returns Based on Personal Preference

If an eligible product is being returned because you changed your mind or for another reason unrelated to a defect or a Fitloraq fulfillment error, you will generally be responsible for the return shipping cost.

Examples may include:

• Deciding that the product is no longer needed

• Ordering the wrong cosmetic item

• Selecting an incorrect shade or variation

• Choosing the wrong product size or quantity

• Changing personal preferences after purchase

• Other non-defect-related reasons

Any mandatory legal requirements concerning return shipping charges will take precedence.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, leaking, incorrect, or materially different from the item ordered, please contact us.

We may request photographs, order details, or other relevant information to help assess the issue.

Where the problem is confirmed to result from an error attributable to Fitloraq, customers will not normally be required to pay additional return shipping charges necessary to resolve that error.

Available remedies may include a replacement, an eligible refund, or another appropriate resolution.

All decisions remain subject to applicable consumer protection laws.

7. Cancelling a Purchase Before Dispatch

If you wish to cancel an order, please contact our customer service team as soon as possible after placing the purchase.

Cancellation requests are generally easier to process while the order is still in its early preparation stage.

Once an order has progressed through fulfillment, cancellation may become more difficult.

For example, the normal pre-dispatch cancellation process may no longer be available after the order has:

• Entered advanced fulfillment

• Been packed for shipping

• Been prepared for carrier collection

• Been transferred to the delivery provider

• Left the fulfillment facility

If the package has already been dispatched, you may need to wait until delivery and then request an eligible return under this policy.

Order Cancellation Email:

service@fitloraq.com

Please include your order number and checkout email address when submitting a cancellation request.

If cancellation is successfully completed and a refund is due, the applicable amount will generally be returned to the original payment method.

Mandatory cancellation and withdrawal rights remain unaffected.

8. Review and Inspection of Returned Items

Once a returned product reaches the designated return facility, it may be examined to determine whether the relevant return conditions have been met.

The review may consider:

• The physical condition of the product

• Whether the item has been opened or used

• The condition of its packaging

• Whether included accessories or components are present

• The reason stated for the return

• Any supporting information previously provided

• Whether the item matches the original purchase record

For cosmetics, the condition of product seals, packaging, and the product itself may be particularly relevant to standard non-defect returns.

Following the review, our customer support team will provide information about the outcome and any available next steps.

Where a refund is approved, processing will proceed according to the applicable procedures.

This inspection process does not limit statutory remedies for defective, incorrectly supplied, or nonconforming goods.

9. Refund Methods and Processing Time

Approved refunds are generally issued through the original payment method used to complete the purchase.

Typical Refund Processing Time: 5–10 business days after the returned product has been received and reviewed.

The actual timeframe may depend on:

• The reason for the refund

• Whether the product must be returned

• The condition of the returned item

• The original payment method

• The relevant payment provider

• Applicable legal requirements

Once Fitloraq has initiated a refund, the bank, card issuer, PayPal, or another payment provider may require additional time to reflect the funds in the customer's account.

These additional processing periods are managed by the relevant financial institution or payment provider.

Where applicable law requires a different refund deadline or procedure, the legal requirement will take priority.

10. Checking the Status of a Refund

If you have received confirmation that a refund has been approved but the amount has not yet appeared in your account, we recommend taking the following steps:

1. Review the payment account originally used for the purchase.

2. Check recent transactions and pending credits.

3. Contact your bank or card issuer if the refund is not visible.

4. If applicable, check the transaction status with the relevant payment service provider.

Some refunds may take additional time to appear while financial institutions complete their processing.

If the amount remains unavailable after these checks, please contact our support team.

Refund Support Email:

service@fitloraq.com

Include your order number and any available refund reference details.

For security reasons, please do not email complete payment card numbers, account passwords, or other sensitive financial credentials.

Our team will review the available transaction information and provide assistance where possible.

11. Original Delivery Fees and Return Shipping

Fitloraq currently provides standard shipping for eligible orders delivered within the United States.

Our standard shipping fees are based on the order subtotal:

Order Value	Standard Shipping
$0.00–$38.99	$3.99
$39.00 or more	Free Shipping

Any applicable delivery fee will be displayed during checkout before payment is completed.

Please note that the original shipping fee charged to deliver an order and the cost of sending a product back are separate expenses.

Whether the original delivery fee is refundable depends on the reason for the return, the circumstances of the transaction, applicable store policies, and mandatory consumer protection requirements.

For information about shipping destinations, delivery estimates, and order processing times, please review our Shipping Policy.

12. Special Circumstances and Product Problems

Certain product or delivery issues may require an individual assessment rather than being handled through the standard change-of-mind return process.

Examples include:

• Cosmetic products leaking during transportation

• Broken or damaged containers

• Packaging damage affecting product integrity

• Incorrect products being delivered

• Missing items from a shipment

• Products that materially differ from their advertised descriptions

• Other fulfillment-related concerns

If you experience one of these issues, please contact our customer support team promptly.

Providing your order number, a description of the problem, and relevant photographs can help us review the situation.

Depending on the circumstances, available resolutions may include a replacement, refund, or another appropriate remedy.

Any statutory rights relating to defective or nonconforming products remain fully applicable.

13. Customer Assistance and Response Times

Our customer service team is available to review questions about returns, refunds, cancellations, product concerns, and related order matters.

Customer Service Days: Monday through Friday

Typical Email Response Time: Within 24–48 business hours

Response times may occasionally be longer during public holidays, promotional events, or periods of increased customer inquiry volume.

For efficient assistance, please provide your order number and a clear description of your request.

We aim to communicate relevant information and help customers understand the applicable procedures.

14. Company Information and Official Contact Details

The following information identifies the legal company responsible for operating the Fitloraq online cosmetics retail store.

Brand / Store Name: Fitloraq

Business Category: Online Cosmetics Retail

Operating Company: Hubei Tiansuiping Network Technology Co., Ltd.

Registered Business Address:

Room 16, 20th Floor, Commercial Building 4, Phase 3, Plot K2, Gemdale Zizaicheng, No. 1335 Tuanjie Avenue, Heping Subdistrict, Hongshan District, Wuhan City, Hubei Province, China

Customer Service Email:

service@fitloraq.com

Customer Service Telephone:

027-58907965

Support Availability: Monday–Friday

Estimated Email Response Time: 24–48 business hours

Hubei Tiansuiping Network Technology Co., Ltd. manages the Fitloraq online cosmetics retail store, including website administration, customer purchases, order processing, fulfillment coordination, and after-sales support.

The registered business address is provided for company identification and should not be used as a return shipping address unless our customer service team specifically confirms otherwise.

For questions about an existing purchase, please include your order number whenever possible.

Thank you for shopping with Fitloraq. We appreciate your interest in our cosmetics collection and aim to provide clear return procedures and accessible customer support whenever assistance is needed.