RETURN & REFUND POLICY
Last updated: September 27, 2026
At FURLO, we want you to feel confident when placing your order. If something isn’t right with your purchase, we’re here to help.
This Return & Refund Policy explains how returns, exchanges, damaged items, and refunds are handled.
14-Day Return Policy
We offer FREE RETURNS WITHIN 14 DAYS OF DELIVERY for eligible orders.
You have 14 days from the date your order is delivered to request a return.
To start a return, please contact us at:
Please include your order number and the reason for your return so our customer support team can assist you.
Return Eligibility
To be eligible for a return, the product must:
- Be returned within the 14-day return period.
- Be in its original condition.
- Include all original accessories, components, manuals, and packaging supplied with the product.
- Not show signs of damage caused by misuse or improper handling.
We may ask you to provide photographs of the product and packaging before authorizing a return.
Please do not send a product back before contacting us. Returns sent without prior authorization may not be accepted.
Free Returns
For eligible returns requested within 14 days of delivery, FURLO will cover the standard return shipping cost in accordance with this policy.
Once your return request has been approved, our customer support team will provide you with the appropriate return instructions.
Do not send your return to our business address unless specifically instructed to do so by our customer support team.
The correct return destination will be provided as part of your return instructions.
How to Start a Return
To request a return:
1. Contact us at info@shopvestra.com within 14 days of delivery.
2. Include your order number and tell us why you would like to return the product.
3. If necessary, provide photographs or other information requested by our customer support team.
4. Wait for your return authorization and instructions.
5. Follow the provided return instructions and retain any shipping or tracking information until your return has been completed.
Returns sent without contacting us first may not be accepted.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your product arrives damaged, defective, or incorrect, contact us as soon as possible at info@shopvestra.com.
Please include:
Your order number, a description of the problem, and clear photographs or video showing the issue where appropriate.
Once we have reviewed the issue, we will provide an appropriate solution, which may include a replacement or refund at no additional cost to you, depending on the circumstances.
Exchanges
If you receive a damaged, defective, or incorrect product and a replacement is appropriate, please contact us at info@shopvestra.com.
For other exchange requests, contact our customer support team and we will explain the available options.
Refunds
Once an eligible return has been received and inspected, we will notify you regarding the status of your refund.
If approved, your refund will be issued to your original payment method.
We do not charge a restocking fee for eligible returns.
Refund Processing Time
Once your refund has been approved and issued, please allow approximately 5–7 business days for the funds to appear on your original payment method.
The exact time can vary depending on your bank, card issuer, or payment provider.
Late or Missing Refunds
If we have confirmed that your refund has been issued but you have not yet received it, please first check your bank or payment account.
You may also wish to contact your bank or card issuer, as processing times can vary.
If you have completed these steps and still cannot locate your refund, please contact us at info@shopvestra.com.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible at info@shopvestra.com.
If your order has not yet been processed or dispatched, we will review whether cancellation is still possible.
Once an order has been processed or shipped, cancellation may no longer be possible. You may instead request a return after receiving the order, subject to this Return & Refund Policy.
Return Shipping & Tracking
When applicable, please follow the return shipping instructions provided by our customer support team.
We recommend retaining your return tracking information until your return and refund have been fully processed.
FURLO cannot be responsible for a return sent independently to an incorrect address or without following the return instructions provided by our customer support team.
Return Address
Please do not return products to our business address without prior authorization.
The appropriate return address and instructions will be provided by our customer support team after your return request has been reviewed and accepted.
Sending a product to an unauthorized address may significantly delay the processing of your return.
Contact Us
If you have questions regarding a return, refund, replacement, or your order, please contact us.
FURLO
Operated by Vestra Home SL
Registered business name: Vestra Home SL
Business address: Calle Navia 27, Bailén-Miraflores, 29010 Málaga, Spain
Registration number: 15376258
Email: info@shopvestra.com
Telephone: (+34) 675 608 821
Customer Support Hours
Monday – Sunday
08:00 – 18:00 CET
We aim to respond to customer enquiries within 24 hours.