Return & Refund
Have you changed your mind about your purchase? Our return policy lasts 90 days. If 90 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be in the same condition as you received it. It must also be in the original packaging. We do not pay for shipping on items returned due to a change of customer, nor do we refund the original shipping cost.
Before any return, please send us an email at email@example.com
Returns are only valid for purchases made through our official online shop.
We do not process returns on items purchased from other retailers or third party websites. If a customer has purchased our goods through a retailer or third party website, it is the retailer's responsibility to handle the exchange or return.
To complete your return, we require a receipt or proof of purchase. Please do not return your purchase to the manufacturer. There are certain situations where only partial refunds are given (if applicable).
Refund on returned products
When you have sent your return item to our warehouse, you must inform us via e-mail so that we can keep track of the return. Once we can confirm that it has been received and inspected, we will let you know. We will also inform you of the approval or rejection of your refund. If approved, your refund will be processed and applied to your credit card or original payment method. It may take up to a week for the refund to appear.
Delayed or missing refunds (if applicable)
There is often a certain processing time before a refund is posted. If after a week you still haven't received a refund, first check with your bank account or credit card company to make sure the delay isn't on their end. If you still have not received your refund despite these attempts, please contact us at firstname.lastname@example.org
Exchange and defective products
We only replace items if they are defective or damaged. If you want to exchange it for the same item, send us an email at email@example.com
Shipping of exchange or replacement products
At Flowlow, you always get a 2-year right of complaint from the day you received the item. According to the Purchase Act, you can complain about your product for 24 months. You can therefore complain about your product if - up to 2 years after purchase - you find faults and defects that are not due to wear or careless use. The Purchase Act also operates with a presumption period, which applies for the first 6 months after the purchase. The rule of presumption states that if the item breaks within the first 6 months of purchase, there is a presumption that the item was defective from the start. This means in good Danish that it is Flowlow who must prove that you have treated the product incorrectly - within the first 6 months.
If we agree to exchange or repair the product, we will provide you with an authorized return label.
Depending on where you live, the time it takes for your exchanged or repaired product to reach you may vary. You should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of the returned item.
Please note that we are not responsible for items accidentally returned to us. If you want a returned package to be sent back to you, we may ask you to cover the delivery costs.