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Refund policy

Refund & Return Policy

All Sales Are Final

All sales at Flow are final. Once your order has been processed for shipping, we do not accept returns or issue refunds for change of mind, sizing, fit, color preference, or any other reason except those expressly listed below.

We strongly encourage all customers to review their order carefully — including size, color, and shipping address — before completing checkout.

Order Cancellation

Orders may be cancelled only before they have been processed for shipping. Once an order enters fulfillment, it cannot be cancelled. To request a cancellation, contact us at flowtivesbusiness@gmail.com as soon as possible after placing your order. We cannot guarantee that a cancellation request will reach us in time.

Exceptions (When a Refund or Replacement May Be Issued)

Refunds or replacements are only issued in the following limited circumstances, and only when accompanied by clear supporting evidence:

1. Item arrived damaged in transit. You must contact us within 7 days of delivery with clear photographs showing the damage and the original packaging.

2. Wrong item received. You must contact us within 7 days of delivery with photographs of the item received alongside your order confirmation.

3. Package confirmed lost in transit. If tracking shows the package was never delivered and the carrier confirms it is lost, we will issue a replacement or refund. We are not responsible for packages marked as delivered by the carrier. If tracking shows delivered but the package cannot be located, please contact the carrier directly first.

Evidence Requirement

All claims must include clear photo or video evidence of the issue. Claims submitted without supporting documentation cannot be processed.

Situations Not Eligible for Refunds or Replacements

  • Change of mind, buyer's remorse, or sizing/fit dissatisfaction
  • Incorrect or incomplete shipping address entered at checkout
  • Failure to collect the package from the carrier
  • Refusal of delivery
  • Unclaimed packages
  • Damage caused by misuse, improper washing, or normal wear
  • Items returned without prior authorization
  • Sale items, promotional items, or gift cards

Exchanges

We do not offer direct exchanges. If your item is eligible under one of the exceptions above, contact us and we will work with you to resolve the issue.

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel and return your order within 14 days of delivery, for any reason and without justification, in accordance with EU consumer law. The item must be returned unworn, unused, with original tags and packaging. Return shipping is at the customer's expense unless otherwise stated. Refunds will be processed once the returned item has been received and inspected.

United Kingdom 14-Day Right to Cancel

If your order is being shipped to the United Kingdom, you have the right to cancel within 14 days of delivery under the Consumer Contracts Regulations 2013. The same conditions apply as for the EU cooling-off period above.

How to Submit a Claim

To submit a claim under one of the exceptions above, email flowtivesbusiness@gmail.com within the timeframe specified, including:

  • Your order number
  • A clear description of the issue
  • Clear photo or video evidence

Claims are reviewed within 3-5 business days. If approved, refunds are processed to the original payment method within 10 business days. Please allow additional time for your bank or card issuer to post the refund.

Policy Abuse

Flow reserves the right to deny any refund, replacement, or exception in cases of suspected fraud, repeated claims, or abuse of this policy.