At SecondFlor, we aim to provide our professional customers with fast, reliable, and transparent service. Please find below our policy for cancellations, claims, returns, and exchanges.

Order cancellation

Orders can be canceled as long as they haven’t been processed by our logistics team.

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

• If the CANCEL ORDER button is available, you can still cancel the order.
• If it’s greyed out, your order has already been processed or shipped and cannot be canceled.

If paid by credit card, the refund will be issued automatically to the same card.

If paid by ACH transfer, we’ll need your bank details to process the refund.

Claims

We’re committed to excellent after-sales service and respond quickly to any claims regarding missing items, incorrect references, or defective goods.

You can file a claim in your account under the ORDERS section.

Claim deadline: 14 days after delivery.

Accepted claim reasons:

• Missing items
• Wrong product
• Damaged/Defective product

You can choose a credit note or refund.

Important :

Our products are 100% natural and can be affected by improper storage or use. Please inspect all deliveries upon receipt. Claims outside of the eligibility window cannot be accepted.

Returns

We understand that you may change your mind, misorder quantities, or be unsatisfied with how a product looks. We accept returns under the following conditions:

1. Return shipping is at your expense.
2. Items must be in their original, unopened packaging (seals intact).
3. Refunds will be issued within 15 days after inspection, either as a credit note or using the original payment method.

A $45 handling fee will be applied.

Exchanges

We do not offer product exchanges.