Refund policy

At Floven we want you to feel supported in your nightly ritual. If something is not as expected, we are here to help.

This page covers two separate things: our own 30-Night Money Back Promise, and your statutory rights as a consumer. The Promise is something we offer on top of the law. It never replaces, limits or shortens your statutory rights.

Our 30-Night Money Back Promise

We have a 30-night Money Back Promise on your first order, which means you have 30 days after your order is delivered to request a refund.

She Sleeps builds up over several weeks rather than working on the first night, so we ask you to use it consistently for the full 30 nights before drawing a conclusion.

To be eligible you need your order number or other proof of purchase.

The Promise applies once per person and once per delivery address, and only to your first purchase of She Sleeps. If you have ordered from us before, the Promise no longer applies — including orders placed under a different name, email address or account.

The Promise refunds the product amount you actually paid, after any discounts. Delivery costs and return shipping costs are not refundable.

You do not need to send the opened jar back. We would rather you passed it on to someone who might benefit from it.

Any free gifts included with your order are yours to keep.

If your first order contained more than one jar

The Promise covers the first jar only. The refund for that jar equals the product amount paid for the bundle divided by the number of jars in it, after discounts and excluding delivery. We process that refund straight away and you do not have to send anything back for it.

If the remaining jars are completely unopened with their safety seals intact, you may return those as well and we will refund their share of the product price. Return shipping for those jars is at your own cost, and we refund them once they have arrived and the seals have been checked. Any further jar with a broken seal is not covered by the Promise.

How to request a refund under the Promise

Email us at hello@floven.nl within 30 days of delivery, including your order number.

Tell us briefly how you got on. Sometimes there is something simple we can help with, and we would rather look at it with you first. You do not have to accept our help and you do not have to give a reason — if you simply want your money back, say so and we will handle it.

Approved refunds go back to your original payment method within 5 business days of approval. Your bank or payment provider may need extra time. If more than 10 business days have passed since approval, contact us again at hello@floven.nl.

Fair use of the Promise

The Promise exists so that genuine first-time customers can try She Sleeps with confidence.

We may decline a claim under this voluntary Promise where we have reasonable grounds to believe it is being misused — for example duplicate claims, claims through multiple accounts or email addresses, or repeated claims linked to the same person or delivery address. We may ask for information reasonably necessary to check that a claim meets the conditions above.

Declining a claim under our Promise never affects your statutory rights, and a refund is never an admission of liability on our part.

Your statutory right of withdrawal — 14 days

Separate from our Promise, you have the right as a consumer to withdraw from your online purchase within 14 days of delivery, for any reason and without justification. If your order arrives in several shipments, the period starts on the day you receive the last item. After telling us you are withdrawing, you have a further 14 days to send the products back.

This right applies to every order, including repeat orders and orders placed during a sale or promotion.

The safety seal

She Sleeps is a food supplement supplied in a sealed container. The seal is there for reasons of health protection and hygiene.

Under Dutch law (article 6:230p sub f BW) and Belgian law (article VI.53 WER), the statutory right of withdrawal does not apply to sealed goods that are unsuitable for return for reasons of health protection or hygiene once the seal has been broken after delivery.

So please do not break the safety seal if you may want to use your statutory right of withdrawal. Once the seal on a jar is broken, that jar can no longer be returned under that right. Jars with intact seals can be returned as normal.

This is exactly why our Money Back Promise exists: so you can open the jar and try the product properly without losing your money. Opening a jar has no effect on your rights under the Promise.

Damages and issues

Please check your order on arrival and contact us at hello@floven.nl as soon as you reasonably can if anything is damaged, incomplete, incorrect, leaking, or if the best-before date has passed or is unreasonably short. Include your order number and a photo if you can.

This applies whether or not the seal has been broken, and it applies to every order including repeat orders. Under Dutch and Belgian law you are entitled to a product that conforms to the contract, for up to two years from delivery, taking into account the nature of the product and its best-before date.

We will normally send a free replacement. If that is not possible or not appropriate, or if your statutory rights call for something else, we will arrange a price reduction or a refund instead. You never pay to return a defective or incorrectly supplied product — if we need it back, we arrange and pay for the return.

Food supplements are sensitive to heat, light and moisture, so please store She Sleeps as described on the label. Damage caused by storage outside those conditions after delivery is not covered.

Cancellation of unshipped orders

Contact us at hello@floven.nl as quickly as you can. If your order has not yet been dispatched we cancel it free of charge and refund you in full, including delivery costs.

Our warehouse picks up orders quickly, so once an order has been dispatched we can no longer stop it in transit. Your right of withdrawal and our Money Back Promise then apply as set out above.

Refused and undelivered parcels

If you refuse delivery or do not collect the parcel, and you have told us — or it is otherwise clear — that you no longer want the order, we treat this as a withdrawal and refund you accordingly. The direct cost of the return may be deducted, as set out above. If a parcel comes back to us and we have not heard from you, we will get in touch to ask what you would like to do.

Please check your delivery details before completing your order. If a parcel cannot be delivered because the address you supplied was wrong or incomplete, the extra shipping costs caused by that are not for our account, and any additional delivery cost may be charged before we send the parcel again. This does not affect your right of withdrawal or your statutory rights.

Who this policy applies to

This policy applies to consumers — private individuals not buying for a trade, business or profession — with a delivery address in the Netherlands or Belgium. Orders placed by or for a business are not covered by the statutory right of withdrawal or by our Money Back Promise. Please contact us before ordering if you are buying on behalf of a business.

Seller details

Floven B.V
Vlierweg 12, 1032 LG Amsterdam
The Netherlands
hello@floven.nl