Refunds & support

No checkout on this site

House Flax does not take payment here. When you buy Velora, Lunara, or a future product, you pay on that product’s website through Stripe. This policy still applies as the studio-level refund and support rule, unless a product page states a stricter consumer-friendly term.

What you are buying

Digital content delivered immediately: reports, palettes, playbooks, PDFs, and similar files. There are no physical shipments and, on the products listed today, no subscriptions to cancel.

EU / UK cooling-off for digital content

Under EU consumer rules you normally have 14 days to withdraw from a distance contract. For digital content, that right ends once performance starts if you:

• consent to immediate delivery, and
• acknowledge that you lose the withdrawal right once the file or unlock is provided.

Product checkouts will ask for that consent before unlocking the paid report or playbook. If you do not consent, we will not deliver until the withdrawal period ends.

When we refund anyway

Write to hello@houseflax.com and we will refund if:

• you were charged twice, or charged the wrong amount;
• the file never arrived or would not open, and we cannot fix it;
• the product is materially not as described;
• Italian or EU law requires a remedy we cannot honour any other way.

We aim to reply within two business days and, where a refund is due, to instruct Stripe within 14 days of agreeing it. Money returns to the original payment method.

What we do not refund

Change of mind after a digital unlock you consented to receive immediately, unless the law says otherwise. That includes Velora palettes and the Lunara playbook once they have been delivered.

Subscriptions

The products listed on this site are one-time purchases. If a future product uses a subscription, that product’s page will explain how to cancel and when the last charge occurs.

Support

Email hello@houseflax.com with your order email, approximate date, and what went wrong. We do not offer phone support.

Lunara is educational, not medical care — we cannot advise on health conditions. Velora cannot guarantee a match with every garment or cosmetic.