Please read the after-sales support policy carefully at the top of the page and fill out the form with the requested information.

The serial number helps us to correctly identify your equipment and its history. You can find it on the bottom, side, or back of the product, or, in some cases, in the notes on your invoice.

Yes, it is highly recommended. If applicable, a short video or photos demonstrating the issue can help us better understand the problem and speed up the response and solution.

After we receive your response with all the necessary information, our team will review your request and reply with the next steps. This may include specific instructions on how to proceed with your equipment.

We aim to respond to all support requests within a maximum of 1 business day.

No. Depending on the equipment (e.g., nail dust collectors vs. nail drills) and the nature of the assistance, the shipping process to the specialized repair centre may vary. We will explain the specific process for your case.

For nail dust collectors, after your initial contact and confirmation of the need for repair:

Our partner team in Poland will create a DHL shipping label, which you should stick on the dust collector's packaging and drop off at a collection point. It will then be sent to the specialised repair centre in Poland.

You must adequately prepare the dust collector for international shipping, as we are not responsible for damage caused during transport.

It is essential that the vacuum cleaner is properly packaged for transport. We recommend using the original box. If you do not have it, use a sturdy box with adequate protective material (e.g., bubble wrap, polystyrene).

Then you will need to attach the label to the vacuum cleaner. This label is sent by email.

The customer is responsible for damages due to inadequate packaging.

For nail drills requiring technical assistance, the process is as follows:

1. Initial Contact: After you contact us and provide the requested information (as detailed in the "How to Request Assistance" section), if sending is confirmed as necessary, we will provide instructions for the next step.

2. Sending for assistance: You must send the nail drill to the service centre with a service number that will be provided by email.

3. Shipping Costs to Florani and Reimbursement (Specific Conditions):

• Initially, the cost of sending the nail drill for assistance is borne by you.
• Reimbursement in Discount Voucher: If it is confirmed that the equipment is within the warranty period and that the problem was not caused by misuse or negligence on your part, the costs of this shipment for assistance will be reimbursed to you in the form of a discount voucher to use on the florani.pt website.

⚠️ Please note these conditions for shipping reimbursement:

• Reimbursement of shipping costs (in voucher) is only applicable to customers located in mainland Portugal.
• Customers located outside mainland Portugal or in the Portuguese islands (Azores and Madeira) are responsible for the costs of shipping the equipment for assistance.

5. Return to Customer: After repair, the nail drill will be sent from the repair centre in Poland back to your address.

Out of Warranty: If the repair is not covered by the warranty (or if the customer opts for a paid repair), the costs of shipping the equipment from Florani back to your address will be borne by you. We will inform you of the amount of these shipping costs in advance, along with the repair quote.

5. Note on Conditions: By opting for this repair service for your nail drill, requesting to send it for assistance, you understand and agree to the conditions detailed here for this specific procedure. For general information, always consult our full Terms and Conditions.

For other product types, our support team will inform you of the specific steps to follow after your initial contact.

We appreciate your attention to the adequate packaging of your equipment. The customer is responsible for any damage resulting from inadequate packaging during transport to the repair center or to our facilities (as applicable). We always recommend using the original box or sturdy packaging with protective material.

Once your equipment has been received by the specialised repair centre (or by our technical team, as the case may be), a careful analysis will be carried out to identify the source of the problem and the most appropriate solution.

Yes. After diagnosis, if the repair is not covered by warranty, you will receive a detailed quote and an estimated timeframe for approval. No paid repair will be carried out without your prior authorization.

We are dedicated to resolving all situations as quickly as possible. We estimate that the complete process, from receipt at the repair centre to the dispatch of the repaired product or solution, may take between 4 to 8 weeks, depending on the complexity of the repair and the availability of parts. We will keep you informed. In exceptional situations that require more time, we will contact you.

Yes, we will keep you informed of the main steps of the support process via email.

At Florani, we sell to professionals, and our warranty conditions are adapted to this context. We offer different warranty periods, depending on the type of equipment, to ensure the proper functioning of your work instruments:

• Basic Legal Warranty for Professionals: For our professional clients, the basic legal warranty for manufacturing defects is 6 months from the date of product delivery.
• Florani Specific Warranty for Afinia products: For our Afinia brand products, we offer a commercial warranty that extends for a total period of 2 (two) years from the date of delivery.
• Florani Specific Warranty for Nail Drills (Micromotors), Ultrasonic Cleaners, and Autoclaves: For these products, the commercial warranty offered is 1 (one) year from the date of delivery.
• Other Products:
  For other equipment or products, please refer to the basic legal warranty for professionals or the specific information on the product page.

The warranty covers manufacturing defects and product non-conformities existing at the time of delivery, which do not result from misuse or normal wear and tear.

The warranty generally does not cover: damage caused by misuse, negligence, accidents, drops, contact with liquids (unless the product is water-resistant and within the specified conditions); normal wear and tear of parts and components (e.g., batteries, light bulbs, fast-wearing parts); repairs by unauthorized personnel; use of non-original accessories that cause damage; etc.

To claim the warranty, please follow the steps outlined in Section 1: How to Request Technical Assistance and Support, providing proof of purchase and the serial number.

In the event of a defect covered by the warranty, and in accordance with applicable law, Loja Florani will opt to repair the product.

The 14-day right of withdrawal, provided for in Decree-Law no. 24/2014 of 14 February, does not apply to purchases and contracts made by professional clients.

The Right of Free Resolution is applicable to private customers (consumers). It does not apply to professional customers or to certain products such as subscriptions to courses/workshops already started, e-Books, in-person training, or personalised products. Always confirm the specific conditions.

If you received a product different from what you ordered or damaged during transport, please contact us immediately (within a maximum of 5 days after receipt) at support@florani.pt, attaching photos of the situation, so we can resolve it quickly.

If you wish to cancel an order for physical products that has not yet been dispatched, please contact us as soon as possible (ideally within 24 hours of confirmation) at support@florani.pt. If cancellation is possible before dispatch, we will issue a full refund for the amount paid.

In accordance with our Terms and Conditions, cancellations or refund requests for course/workshop subscriptions and e-Books, as well as registrations for in-person Academy training, are generally not accepted.

For any questions related to our after-sales support, technical assistance, warranties, or returns, you can contact us via:

• Main Support Email: support@florani.pt
• Phone: +351 910 696 019
• Phone Support Hours: Monday to Friday, from 10:00 to 18:00