1. Eligibility Requirements. To qualify for a return and subsequent refund under this policy, the product(s) must be returned in their original, unopened, and factory-sealed condition with all packaging, labels, lot numbers, and tamper-evident seals fully intact. Items that have been opened, partially consumed, or show any evidence of use, tampering, repackaging, or alteration of the original seal are not eligible for return or refund. The Company reserves sole discretion in determining whether a product meets the foregoing conditions upon inspection.

2. Return Authorization & Documentation. All returns require prior written authorization from our Customer Experience team. To initiate a return, the customer must provide the original order number, date of purchase, photographic documentation of the product(s) in their current condition, and a stated reason for the return. The Company may, at its sole discretion, request additional documentation, verification, or information — including but not limited to proof of purchase, veterinary records, photographs of product packaging from multiple angles, or a signed declaration of product condition — before issuing a Return Merchandise Authorization (RMA) number. No returns will be accepted without a valid RMA number.

3. Timeline & Shipping. The 90-day return period is calculated from the original delivery date as confirmed by carrier tracking records. Products must be postmarked for return shipment within this 90-day window. The customer is responsible for ensuring the product is adequately packaged to prevent damage during transit; the Company is not liable for items damaged, lost, or delayed in return shipping. Unless the return is the result of a Company error (wrong item shipped, defective product), return shipping costs are the responsibility of the customer.

4. Inspection & Processing. Upon receipt, all returned items undergo a thorough quality inspection by our fulfillment team. This inspection process may take up to 10 business days. If the product does not meet the eligibility criteria outlined in Section 1, the Company reserves the right to deny the refund in full or in part, or to offer store credit at a reduced value at its sole discretion. The customer will be notified via email of the inspection outcome.

5. Refund Method & Deductions. Approved refunds will be credited to the original payment method. The Company reserves the right to deduct a restocking fee of up to 15% of the product purchase price, as well as any applicable original shipping charges, promotional discounts applied at checkout, or other ancillary costs from the refund total. Refunds for orders placed using discount codes, bundle pricing, loyalty rewards, or promotional offers will be calculated based on the effective price paid after such discounts. Processing times for the refund to appear on the customer's statement may vary depending on the financial institution and may take an additional 5–10 business days beyond our confirmation.

6. Exclusions & Limitations. The following are excluded from return eligibility: (a) products purchased more than 90 days prior to the return request; (b) products obtained through third-party retailers, resellers, or unauthorized distribution channels; (c) free samples, promotional items, or gifts-with-purchase; (d) products where the tamper-evident seal, shrink wrap, or original packaging has been broken, removed, or compromised in any way; (e) items showing signs of improper storage, including but not limited to exposure to excessive heat, moisture, or direct sunlight. The Company further reserves the right to limit, modify, or refuse returns from any customer account exhibiting patterns consistent with return abuse or fraud.

7. Modification of Policy. Firmelle reserves the right to modify, amend, or discontinue this Return & Refund Policy at any time without prior notice. The policy in effect at the time of the original purchase shall govern that transaction's return eligibility. By completing a purchase, the customer acknowledges and agrees to the terms set forth herein.