Return & Exchange Policy

Return Window

You may request a return or exchange within 30 days after your order has been delivered.

If more than 30 days have passed, we may be unable to accept the request unless required by applicable law or separately approved by us based on the specific situation.

Return and Exchange Eligibility

We understand that sometimes an item may not meet your expectations. In general, to qualify for a return or exchange, the item should meet the following requirements:

• The return or exchange request is submitted within the applicable return window.
• The item is unused, or has only been handled as necessary to inspect it.
• The item has not been washed, contacted food, contacted oil, batter, cream, sauce, food residue, or shown other signs of use.
• The item has not been disassembled, altered, or damaged due to improper use, cleaning, storage, impact, dropping, squeezing, high temperature, or abnormal wear.
• The item has no obvious scratches, cracks, breakage, deformation, stains, odor, water marks, oil stains, food residue, or other signs that may affect resale condition.
• All products, set components, and included items are returned together, including accessories, tags, manuals, gifts, protective materials, and packaging accessories.
• The original packaging is included where reasonably possible.
• The returned item matches the item and reason described in the approved request.

Because some baking tools may come into direct contact with food, all return and exchange requests are reviewed individually to protect product condition, hygiene, and resale eligibility. You must receive our approval before sending any item back.

How to Request a Return or Exchange

To request a return or exchange, please contact us within the applicable return window at info@flourra.com.

Please include the following information so we can review your request quickly:

• Your order number.
• The product name.
• The reason for the return or exchange request.
• If the item is incorrect, damaged, defective, not as ordered, missing quantities, missing accessories, or has packaging damage, please provide clear photos or videos of the item, outer packaging, inner packaging, shipping label, and the affected area.

After receiving your request, we will review it and reply by email. If approved, our email will include the return address and detailed next steps.

Situations Where Returns or Exchanges May Not Be Accepted

We may be unable to accept a return or exchange in the following situations:

• The request is submitted after the return window has expired.
• The item has been used, washed, disassembled, altered, damaged, or is no longer in returnable condition.
• The item has contacted food, drinks, oil, batter, cream, sauce, food residue, or other signs of use.
• The item has obvious scratches, cracks, breakage, deformation, stains, odor, water marks, oil stains, food residue, or other conditions affecting resale.
• The item was damaged due to dropping, impact, squeezing, high-temperature storage, improper cleaning, misuse, improper maintenance, or other improper handling.
• Accessories, set components, tags, manuals, gifts, original packaging, protective materials, or included items are missing.
• Part of a set is missing, used, damaged, or cannot be returned completely.
• The returned item does not match the approved request or original order.
• The request is based on personal preference, color expectation, size expectation, capacity expectation, material feel, slight color variation, or monitor display difference, while the item itself has no quality issue.
• The customer did not confirm product size, capacity, usage scenario, usage method, heat resistance, oven suitability, or storage space before purchase.
• The item was damaged after delivery due to misuse, improper storage, improper cleaning, improper maintenance, or other external causes.
• The order could not be delivered or was returned due to an incorrect or incomplete address provided by the customer.
• The package was refused, unclaimed, or affected because the recipient did not cooperate with the carrier.

Incorrect, Damaged, or Defective Items

If you receive the wrong item, or if the item arrives broken, damaged, or defective, please contact us within 3 business days of delivery.

Please provide your order number and clear photos or videos of the item, outer packaging, inner packaging, shipping label, and the affected area so we can properly review the issue.

Please contact us before use, or as soon as you discover the issue, if:

• The item received does not match your order.
• The item was broken, cracked, deformed, or seriously impacted during transit.
• The item has obvious cracks, breakage, deformation, looseness, or structural damage.
• Part of the order, accessories, components, or included items are missing.
• The packaging is severely damaged and may have affected the item condition.
• The item has an obvious manufacturing defect that prevents normal use.

After review, we may offer a replacement, exchange, reshipment of missing items, partial refund, full refund, or another appropriate solution depending on the situation.

Normal Product Variations

Due to differences in batches, materials, production processes, photography lighting, and display devices, products may have slight color differences, size differences, texture differences, small surface marks, mild material odor, minor processing marks, or light dents on packaging.

These conditions are usually considered normal variations and do not necessarily constitute a quality defect.

If these variations do not affect normal use, safety, or overall function, they are usually not automatic grounds for return, exchange, or refund. We will review each situation and do our best to provide a reasonable solution.

Food-Contact Product Notice

Some products may be used in contact with food.

For hygiene and safety reasons, items that have been used, washed, contacted food, developed food residue, batter residue, oil stains, odor, or other signs of use are usually not eligible for return or exchange, unless the item has a confirmed quality issue or applicable law requires otherwise.

Use and Care Responsibility

Please review the product page, packaging instructions, or included instructions before use.

Different products may have different requirements for usage scenarios, temperature ranges, cleaning methods, oven suitability, dishwasher suitability, or storage methods.

The following types of damage are usually not considered quality issues:

• Using the product beyond the recommended temperature range.
• Placing a non-oven-safe item in an oven.
• Cutting or scraping the product surface with sharp tools.
• Using steel wool, strong corrosive cleaners, or improper cleaning methods.
• Long-term empty heating at high temperature.
• Improper bending, squeezing, dropping, or impact.
• Failure to clean, dry, or store the item according to the product instructions.

Exchanges

Exchanges are usually available in the following situations:

• We sent the wrong item.
• The item arrived broken, damaged, or defective.
• The item has a manufacturing, material, structural, or functional issue confirmed by our review.
• Necessary products, accessories, or components are missing from the order, and we determine that an exchange or reshipment is the more suitable solution.
• We approve another exchange request based on inventory and the specific situation.

If the replacement item you want is out of stock, we may suggest another solution or process the matter according to our Refund Policy where appropriate.

Return Shipping Costs

If the return or exchange is caused by our error, such as sending the wrong item or an item arriving damaged or defective, we may cover return shipping costs or provide another appropriate return solution after review.

For other approved returns or exchanges, return shipping costs and related fees are usually the customer’s responsibility, unless required by law or expressly agreed by us.

If an order received free shipping, discounted shipping, or promotional shipping service, we may deduct incurred and non-recoverable delivery costs from the refund based on the actual order situation, unless the issue was caused by our error or otherwise required by law.

Inspection After Return

After receiving the returned item, we will inspect it before completing the refund or exchange process.

Please note that approval of a return request does not automatically guarantee a full refund or exchange.

If the returned item has been used, is incomplete, damaged, scratched, cracked, broken, deformed, has odor, stains, oil marks, food residue, missing components, missing packaging, or materially differs from the approved request, we may reduce the refund amount, refuse the exchange, or reject the return where appropriate.

Refunds for Approved Returns

If your approved return qualifies for a refund, the refund will be processed according to our Refund Policy.

Original shipping fees are usually non-refundable unless the return is caused by our error or otherwise required by law.

If you purchased a promotional item, discounted item, bundle, or set, the refund amount will be calculated based on the actual amount paid, the condition of the returned item, any items kept, and the applicable promotional terms.

Processing Time

After we receive and inspect an approved returned item, we will process the next step within a reasonable time.

Actual processing time may vary depending on shipping time, item condition, replacement inventory availability, and payment provider processing time if a refund is involved.