At SecondFlor, we strive to offer our professional customers a fast, reliable and transparent service. Please find below the conditions for cancellation, claims, returns, and exchanges.

Order cancellation

Orders can be cancelled as long as they have not yet been processed by our logistics team.

You can cancel your order directly from the ORDERS tab in your customer account.

• If the CANCEL ORDER button is active, your order can still be cancelled.
• If it appears greyed out, your order is already being prepared or has been shipped, and cancellation is no longer possible.

For orders paid by card, the amount will be refunded automatically to the same card.

For bank transfers, if the payment has already been processed, we will request your bank details to issue a refund.

Claims

At SecondFlor, we are committed to providing excellent after-sales service. We handle all claims regarding missing products, incorrect items, or defective goods as quickly as possible.

You can submit a claim via the ORDERS tab in your customer account.

The timeframe for submitting a claim depends on the delivery country:

• France: up to 16 days after shipment
• Europe: up to 19 days after shipment

Three claim reasons are available in our tool:

• Missing products (the order received is incomplete)
• Incorrect product (incorrect products sent)
• Defective product

You can choose compensation in the form of a credit note or a refund.

Important :

As our products are 100% natural, their quality may be affected by improper storage or use. That’s why we ask our customers to check their order upon receipt. After the deadline mentioned above, we cannot be held responsible for any defect resulting from poor storage or inappropriate use.

Returns

At SecondFlor, we understand that you may change your mind, order the wrong quantity, or not be fully satisfied with a product’s appearance. 

If you’d like to return an item, you must contact us within 14 days of receiving your order, or return the item within that same 14-day period.

Returns are accepted under the following three conditions:

1. Return shipping costs are the customer's responsibility.
2. Products must be in their original packaging and unopened (seals intact).
3. Once the returned items have been received and checked, a refund will be issued within 15 days — either as a credit note or via the original payment method, depending on your preference.

A processing fee of 45€ will be deducted from the refunded amount.

Products must be returned to us at the following address:

SecondFlor

58 Rue de la Roussataïo

PRAE Via Domitia

34740 Vendargues - FRANCE

After shipping the products, please provide us with the tracking number so that we can process the return more quickly.

Delivery times are estimates and may vary depending on carriers. In the event of a return due to a delay, the usual return procedure applies.

Exchanges

We do not offer product exchanges.