Returns & Refunds

This Returns, Refunds & Cancellations Policy applies to products purchased directly from Finitra LLC (“Finitra”, “we”, “us”, or “our”), including purchases made through Finitra-operated websites, quotations, invoices, or approved payment requests.

This Policy forms part of our Terms & Conditions.

Nothing in this Policy limits any mandatory consumer rights that apply under the laws of your country or jurisdiction.

1. Standard Returns

We accept returns of eligible inventory items within 30 days of delivery.

To qualify for a change-of-mind return:

• the return must be requested within 30 days of delivery;
• the product must be unused;
• the product must be returned in its original packaging;
• the product must not have been altered, modified, damaged, or used after delivery; and
• you must contact us before returning the product so that we can approve the return and provide return instructions.

Products returned without prior authorization may not be accepted.

The 30-day period begins on the date the order is delivered to you or a person designated by you.

2. Custom and Bespoke Products

Products that are made specifically to a customer's specifications are not eligible for change-of-mind returns or cancellations once production has begun, to the extent permitted by applicable law.

This may include products with:

• custom dimensions;
• custom materials;
• customer-selected upholstery outside our standard inventory;
• custom finishes;
• personalized details; or
• other specifications produced specifically for the customer.

Custom and bespoke products remain covered where they are defective, damaged in transit, incorrectly supplied, or do not conform to the specifications agreed for the order.

For customers who have mandatory statutory cancellation or withdrawal rights, those rights continue to apply wherever they cannot lawfully be excluded.

3. Damaged, Defective or Incorrect Items

Please inspect your order promptly after delivery.

If an item:

• arrives damaged;
• has a manufacturing defect;
• is materially different from the product ordered; or
• has been supplied incorrectly,

please notify us within 5 days of receiving the order at support@finitra.co.

Please include:

• your name;
• order or invoice number;
• a description of the problem; and
• clear photographs or videos showing the issue where reasonably possible.

The five-day notification period allows us to investigate shipping damage and submit claims with carriers promptly. It does not limit statutory rights that cannot legally be restricted.

Depending on the circumstances, we may offer an appropriate remedy such as:

• repair;
• replacement;
• replacement parts;
• exchange; or
• refund.

The appropriate remedy may depend on the nature of the issue and applicable law.

4. Return Conditions

For a standard change-of-mind return, products must be:

• unused;
• in their original condition; and
• returned in their original packaging.

Customers are responsible for taking reasonable care of products while they are in their possession.

We reserve the right, to the extent permitted by law, to refuse or reduce a refund where an item has been used, damaged, altered, or returned in a condition materially different from the condition in which it was delivered.

These restrictions do not apply where an item is returned because it was defective, damaged, or incorrectly supplied.

5. Requesting a Return

Before sending an item back, contact:

support@finitra.co

Please include your order or invoice number and the reason for the return.

Once the return has been approved, we will provide:

• return instructions;
• the applicable return address;
• any required return authorization information; and
• information about return shipping arrangements.

Please do not send products to Finitra's registered business address unless we specifically instruct you to do so.

6. Return Shipping Costs

Return shipping arrangements depend on where the product was originally delivered and where the return is being sent from.

Returns Within the Same Zone

Where the return is made within the same geographic zone as the original delivery, Finitra will cover the approved return shipping cost.

For example:

• an order delivered within the European Union and returned from within the European Union: Finitra pays the approved return shipping cost;
• an order delivered within the United States and returned from within the United States: Finitra pays the approved return shipping cost.

Where Finitra is responsible for the return shipping cost, the return must normally be arranged using the carrier or shipping method authorized by us.

Cross-Zone Returns

Where an order is returned from a different geographic zone than the one to which it was originally delivered, the customer is responsible for the return shipping cost unless we expressly agree otherwise.

For example, an order originally delivered in the European Union but subsequently returned from the United States would be considered a cross-zone return.

Customers should contact us before arranging any cross-zone shipment.

7. Original Shipping Charges

For approved change-of-mind returns, the original shipping or delivery charges paid as part of the order are generally non-refundable, except where applicable law requires otherwise.

Where an order is returned because the product was:

• damaged;
• defective;
• incorrectly supplied; or
• materially different from what was ordered,

the original shipping charges associated with the affected product will also be refunded where a refund is the agreed remedy.

8. Refunds

Once a returned item has been received and inspected, we will notify you of the outcome of the return.

Approved refunds will be processed within 14 days.

Where possible, refunds will be issued to the original payment method used for the purchase.

Your bank, card issuer, or payment provider may require additional time to make the funds available after we have processed the refund. That processing time is outside Finitra's control.

Unless otherwise required by law, we are not responsible for:

• currency-conversion differences;
• exchange-rate fluctuations; or
• charges imposed independently by your bank or payment provider.

9. Exchanges and Replacements

Where appropriate, we may offer an exchange or replacement instead of a refund.

For damaged, defective, or incorrectly supplied products, we may first determine whether the issue can reasonably be resolved through:

• replacement parts;
• repair;
• replacement of the affected item; or
• another appropriate remedy.

Any remedy will be provided in accordance with applicable consumer law.

10. Order Cancellations

If you wish to cancel an order, contact support@finitra.co as soon as possible.

Inventory Items

Orders for inventory items may generally be cancelled before dispatch.

If an inventory order has already been dispatched, it will normally be handled as a return under this Policy.

Custom or Bespoke Items

Custom or bespoke orders may not be cancelled once production has begun, except where applicable law provides otherwise or Finitra expressly agrees to the cancellation.

If production has not yet begun, contact us as soon as possible and we will confirm whether the order can still be cancelled.

Nothing in this section restricts mandatory cancellation or withdrawal rights that apply by law.

11. Refused or Undeliverable Shipments

If a shipment is refused, cannot be delivered because of incorrect information supplied by the customer, or is returned to us because the customer failed to arrange delivery, additional shipping or handling costs may be deducted from any refund to the extent permitted by law.

This does not apply where delivery failed because of an error by Finitra or its service providers.

12. Customs Duties and Import Charges

For international orders, customs duties, import taxes, VAT, brokerage charges, or similar government charges may apply.

Unless applicable law requires otherwise, Finitra cannot guarantee the refund of duties, taxes, or fees paid directly by the customer to customs authorities, carriers, brokers, or other third parties.

Where a product is defective, damaged, or incorrectly supplied, we will reasonably assist the customer with documentation required to seek reimbursement of applicable import charges where possible.

13. Mandatory Consumer Rights

This Policy is intended to provide return rights in addition to any rights that customers may have under applicable law.

Nothing in this Policy excludes, limits, or replaces rights that cannot legally be waived.

In particular, consumers in certain jurisdictions may have statutory rights relating to:

• cancellation or withdrawal from distance contracts;
• defective or non-conforming goods;
• repair or replacement;
• refunds; and
• delivery.

Where a mandatory legal requirement conflicts with this Policy, the mandatory legal requirement will apply.

14. Contact

For returns, refunds, cancellations, damaged products, or questions about this Policy, contact:

Finitra LLC
2810 N Church St #187476
Wilmington, Delaware 19802
New Castle County, Delaware
United States

Email: support@finitra.co
Website: https://www.finitra.co/