Refund Policy

Return & Refund Policy

Last updated: August 13, 2026

Thank you for shopping at folviana. folviana is operated by Shenzhen Nici Electronic Commerce Co., Ltd. (“we”, “us”, “our”). We want you to love every purchase.

Voluntary Extended Return Period: As a customer‑friendly voluntary benefit, you may submit a return or exchange request within 30 calendar days from the date you receive your order.

Important for EU / EEA / UK consumers: This 30‑day window is our voluntary extended benefit only. It does not replace or limit your statutory 14‑day right of withdrawal under EU consumer law. Your mandatory legal rights prevail at all times.

Statutory Right of Withdrawal (EU / EEA / UK Consumers)

If you are a consumer residing within the European Economic Area or the United Kingdom, you hold a non‑waivable statutory right to withdraw from your distance sales contract within 14 calendar days from the day you receive physical possession of the goods, without giving any reason. This legal right applies independently of our voluntary 30‑day extended return policy.

The 14‑day withdrawal period starts on the date you (or a third‑party recipient other than the carrier) receive the parcel.

To exercise your statutory right of withdrawal, notify us via email service@folviana.com with an unambiguous withdrawal statement before the 14‑day period expires. After sending your withdrawal notice, you have an additional 14 calendar days to send the goods back to our designated return address.

Statutory exceptions still apply for hygiene‑sealed cosmetic goods that have been unsealed after delivery, in accordance with applicable EU consumer legislation.

Address & Fulfillment Clarification

Our registered legal address: Room 404, Building A, Futian Garden Building, No. 49 Yitian Street, Xingang Community, Fubao Subdistrict, Futian District, Shenzhen. This Shenzhen address is solely for company legal registration and filing purpose only. It is not our product fulfillment warehouse and cannot receive returned cosmetic parcels. We fulfill folviana beauty orders from warehouses located in mainland China and Hong Kong SAR, subject to stock availability and your delivery destination. After your return application is approved by customer service, we will provide you with our designated return warehouse address. Please do not send returns to the registered Shenzhen legal address.

Return Conditions (Eligibility)

To qualify under our voluntary 30‑day extended return benefit, items must meet all of the following:

Unused, unswatched, and in their original, resalable condition.
Returned with all original packaging, boxes, seal stickers, labels and included free gifts intact.
Return requested within the 30‑day window, with your order number and proof of purchase (order confirmation email or order screenshot).

Returns may be rejected if the cosmetic product shows signs of swatching, use, broken seal, or if the original packaging is damaged or incomplete.

Note: The above eligibility conditions for our voluntary 30‑day benefit do not override statutory requirements applicable to you under local consumer law.

Non‑Returnable Items

The following items cannot be returned:

Custom‑made or personalised goods.
Hygiene‑sensitive cosmetic items: Any opened, swatched or unsealed makeup products for safety and health reasons (consistent with EU statutory withdrawal exceptions for sealed hygiene goods).
Clearance and final‑sale products (marked as such at checkout).
Items damaged due to customer misuse, improper storage or self‑modification.

How to Submit a Return or Exchange

Email our customer‑support team at service@folviana.com within applicable return window (either statutory 14‑day withdrawal period or our voluntary 30‑day extended period). Include your order number, clear photos of the product, packaging and seal status, and a brief reason for the return.

Our team will review your request and, if approved, send you a Return Authorisation along with our designated return address. Do not ship anything back before receiving written approval — unauthorised returns may not be accepted or processed.

Repack the items securely, follow our shipping instructions, and send to the provided address. We will inspect your returned goods within 3–5 business days after we receive your package, then notify you of the inspection result and proceed with your refund or exchange.

Return‑Shipping Costs — Who Pays?

Change‑of‑mind returns (buyer's choice): You are responsible for the return‑shipping costs. The original outbound shipping fee is non‑refundable. Customs duties and import taxes are non‑refundable.

This cost allocation also applies when you exercise your statutory 14‑day right of withdrawal, in line with applicable consumer law.

Refund Timeline

Once your returned item passes inspection and your refund is approved, the amount will be credited back to your original payment method. Refund to your original payment method will be initiated within 2 business days after inspection approval. Please allow 5–10 business days for your financial institution to process and post the refund. Processing delays from payment providers are beyond our control.

Order Cancellation

Orders can be cancelled for a full refund before dispatch. Once shipped, cancellation is no longer available — you may then start a return after receiving the package, per this policy.

Important Notes

Our voluntary 30‑day return commitment is offered in addition to your existing statutory consumer rights. All restrictions and exceptions for returns are clearly stated within this document. No hidden limits will be applied during the return handling process. Statutory consumer rights under your local jurisdiction shall take precedence where there is any inconsistency with our voluntary policy terms.

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