Refund policy

Return & refund policy

This policy applies to all orders placed on fizlio.com, the online store of the Fizlio brand, operated by EROKADS SARL.

30-day returns

We have a 30-day return policy: you have 30 days from the day you receive your item to request a return.

Contact us before sending anything

Please contact us by email at info@fizlio.com or through our contact form before returning an item, with your order number and the reason for the return. We will confirm the return and give you the instructions. Parcels sent without contacting us first cannot be matched to an order, so we can't process them.

Return address

Fizlio Returns (fizlio.com) – EROKADS SARL
5 rue Pleyel, Bureau 3
93200 Saint-Denis
France

Conditions

• The item must be unused, in its original condition and packaging.
• Proof of purchase (order number or confirmation email) is required.
• For hygiene reasons, opened consumable products (for example pods removed from their packaging) can only be returned if they are defective.

Return shipping costs

If you changed your mind, the return shipping cost is paid by the customer. If the item arrived defective, damaged or not as described, we cover the return cost or send a replacement — contact us within 14 days of delivery with photos.

Refunds

Once your return arrives at our address and is inspected, we email you to confirm. Approved refunds are issued to your original payment method within 7 business days. Your bank or card issuer may take a few more days to show it. In all cases we refund no later than 14 days after receiving the returned item, as required by EU law. Original standard shipping is free, so there is no shipping fee to deduct.

Exchanges

To exchange an item, contact us first; we will guide you through a return and a new order.

EU right of withdrawal

Customers in the European Union may also withdraw from a purchase within 14 days of delivery without giving a reason. Our 30-day policy includes this right.

Questions? Read our FAQ or contact us — we reply within 24 to 48 hours on business days.

Business information

Fizlio and the website fizlio.com are owned and operated by EROKADS SARL.
Brand / website: Fizlio — fizlio.com
Company: EROKADS SARL (operator of fizlio.com)
Address: 5 rue Pleyel, Bureau 3, 93200 Saint-Denis, France
SIRET: 925 256 356 00013
Email: info@fizlio.com
Contact form: fizlio.com/pages/contact
Customer service: Monday to Saturday, 9:30 am to 7:00 pm (Paris time)