Refund policy
We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.
Most items sold on FILO.ae may be returned, with some exceptions (see Non-Returnable Items below), within 14 days from the delivery date if they meet all applicable return requirements listed below.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at filoonlineshop@gmail.com.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Once we receive and inspect your return, we’ll notify you about the approval of your refund.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Returns
Items must be unused, in original packaging, and in the same condition you received them.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Non-returnable items:
Sale or clearance items
Gift cards
Items marked as "Final Sale"
Exchanges
The fastest way to ensure you get what you want is to return the item WITH 14 DAY you have, and once the return is accepted, make a separate purchase for the new item.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Electronics:
Cell phones, laptops, tablets, projectors, 3D printers, earphones, smart watches, gaming consoles (such as PlayStation and Switch consoles), and other electronics must be returned in new, unused, inactivated condition, in their original packaging.
If these items arrived to you damaged, or did not start upon arrival, or malfunctioned within 14 days from the delivery date, not due to your misuse or other action, please contact us immediately and return the item, postmarked within 14 days from the delivery date, in its original packaging and with all manuals and parts included. We will inspect and test it upon arrival at our warehouse.
If our testing determines that the product was damaged, did not start, or malfunctioned, through customer misuse, tampering or other customer action, or if the returned product is missing parts, manuals, or the original packaging, then the return will be rejected. If you need to claim a manufacturer’s warranty, we can help you contact the manufacturer.
Note: If you have saved any personal information on an electronics item that you intend to return, first erase this information completely by following manufacturer instructions before returning the items to us.
Shipping
Return Shipping is free on your 1st return package for any order.
If you have already returned item(s) from an order but would like to make additional returns of item(s) in the same order, you can use the Return Label we provided, and a AED 40 shipping fee will be deducted from your refund.
You can always contact us for any return question at filoonlineshop@gmail.com
We’re happy to help!