Last updated: 2 September 2026

This Return & Refund Policy explains the conditions under which returns, refunds, exchanges, replacements, and related requests are handled for purchases made through Filgusto, operated by TitiWeb.

By placing an order on our website, you agree to the terms outlined in this policy.

Nothing in this policy excludes or limits any rights that may apply under Australian Consumer Law (ACL).

1. Returns Summary

If you are not satisfied with your purchase, you may request a return within 30 days of delivery, subject to the conditions below.

You must notify us by email or phone and provide the reason for the return.

Once an approved return is received and inspected, the purchase amount will typically be refunded to the original payment method within 7 business days.

Returns
Returns may be accepted for both defective and non-defective products, subject to the eligibility requirements set out in this policy.

Exchanges
Exchanges are available depending on stock availability and the nature of the request.

Item Condition
Items must be new, unused, in original condition, and where reasonably possible, returned in their original packaging.

Return Window
30 days from the date of delivery.

Return Method
Returns must be sent by mail.

Return Shipping Label
Customer responsibility for change-of-mind returns.

Restocking Fees
No restocking fees are charged.

2. Return Eligibility

You may request a return within 30 days of receiving your order, provided that all of the following conditions apply:

• The item is unused and in original condition

• The item is returned in its original packaging where reasonably possible

• The return request is submitted within the 30-day return window

• The return is approved by us before being sent back

Returns that do not meet these conditions may be refused for change-of-mind requests.

Items damaged due to misuse, accidental damage, improper handling, or failure to follow product instructions are not eligible for a voluntary return or refund.

Your rights under Australian Consumer Law remain unaffected.

3. How to Request a Return

To initiate a return, please contact us first at:

Email: [INSERT FILGUSTO CUSTOMER SERVICE EMAIL]

Returns sent without prior approval may not be accepted or processed.

When contacting us, please include:

• Your order number

• The reason for the return

• Relevant details about the issue

• Photos or videos if the item is damaged, defective, incorrect, or not as described

Once your request has been reviewed, we will provide you with further return instructions, including the applicable return address.

4. Return Shipping Costs

Customers are responsible for return shipping costs for standard change-of-mind returns.

Return shipping costs for change-of-mind returns are non-refundable.

We are not responsible for lost, delayed, or undelivered return shipments sent by the customer. We strongly recommend using a tracked shipping method and retaining proof of postage.

Where an item is confirmed to be faulty, defective, incorrect, or otherwise covered by Australian Consumer Law, return shipping costs will be handled in accordance with applicable legal requirements.

5. Non-Returnable Items

The following items may not be eligible for a change-of-mind return for hygiene, safety, or product integrity reasons, unless the product is faulty or a return is otherwise required by law:

• Opened hygiene or personal care products

• Used items showing signs of wear after delivery

• Items returned outside the stated return window

• Customised or personalised items

• Perishable goods, where applicable

• Items that cannot be resold for hygiene or safety reasons after being opened or used

Nothing in this section limits your rights in relation to faulty, defective, unsafe, or misrepresented products under Australian Consumer Law.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, not as described, or incorrect, please contact us within 30 days after delivery.

Please include:

• Your order number

• A short description of the issue

• Clear photos or videos where reasonably possible

After reviewing your request, we will provide an appropriate solution.

Depending on the circumstances and your rights under applicable law, this may include:

• Repair

• Replacement

• Refund

Return shipping costs for confirmed faulty or incorrect products may be covered where required by law.

7. Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Return & Refund Policy operates in addition to, and not instead of, any rights or remedies available to you under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot lawfully be excluded.

8. Refunds

Once an approved refund has been confirmed, the refund will be issued to the original payment method used at checkout unless otherwise agreed or required by law.

Please allow up to 7 business days for the refund to be processed after approval.

Please note that your bank, credit card company, Klarna, PayPal, or other payment provider may require additional processing time before the refund appears in your account.

Original shipping costs, where applicable, are generally non-refundable for change-of-mind returns unless otherwise required by law.

9. Exchanges

Exchanges are handled on a case-by-case basis and are subject to stock availability.

If an exchange is approved but the requested replacement item is unavailable, we may offer another suitable resolution, including an alternative product or refund where appropriate.

Please contact our customer service team before returning an item for exchange.

10. Cancellations

Orders may be cancelled within 24 hours after being placed, provided that the order has not yet entered processing or been shipped.

Once an order has entered processing or has been shipped, cancellation may no longer be possible.

If your order has already been shipped, you may request a return after delivery in accordance with this Return & Refund Policy.

Please refer to our Terms & Conditions for further information.

11. Lost or Delayed Orders

If your order appears delayed or has not arrived within the estimated delivery timeframe, please first check the tracking information provided with your shipping confirmation.

Tracking information may take 24–72 hours after dispatch to update.

If the tracking information does not provide sufficient information or the issue persists, please contact our customer service team so that we can investigate the shipment with the carrier.

Any replacement or refund eligibility will be assessed in accordance with our Shipping & Delivery Policy, this Return & Refund Policy, and applicable Australian consumer law.

12. Policy Updates

We may update or modify this policy from time to time.

Any changes will take effect once the updated policy is published on our website.

The date shown at the top of this policy indicates when it was last updated.

Contact Information

If you have any questions about our Return & Refund Policy, you may contact us using the information below.

We aim to answer phone calls during business hours and respond to customer enquiries as soon as reasonably possible.

Customer Service Hours (AEST – Australian Eastern Standard Time):

Monday – Friday: 9:00 a.m. – 5:00 p.m.
Saturday – Sunday: Closed

Email: [INSERT FILGUSTO CUSTOMER SERVICE EMAIL]
Phone: +31 6 40707662

Shop Name: Filgusto
Company Name: TitiWeb
Company Registration Number: 89448502
VAT Identification Number: NL004728612B54
Address: Reviusstraat 2, 7552 GJ Hengelo, Overijssel, The Netherlands

You may also contact us through the Contact Us page on our website.