Refund policy
This Refund Policy applies to purchases made directly through www.flowflowusa.com.
Because FlowFLow products are personal intimate wellness products, certain return restrictions apply for health and hygiene reasons. Please review this policy before opening or using your product.
Products purchased from a third-party retailer, marketplace, or other seller are subject to that seller’s applicable return and refund policies.
Returns
30-Day Return Period. FlowFLow accepts eligible return requests made within 30 days of delivery.
Return Eligibility. To qualify for a standard return, the product must be unused, unopened, and in its original factory-sealed packaging, with all hygiene, protective, and product seals intact.
Because FlowFLow products are intimate personal wellness products, products that have been opened, used, or had a factory, hygiene, or protective seal removed or broken are not eligible for a standard return or exchange.
This restriction does not affect your rights if a product is defective, damaged, incorrectly supplied, or otherwise covered by applicable law or our Limited Warranty.
How to Start a Return
Return Authorization. To request a return, contact us at info@flowflowusa.com within the applicable 30-day return period. Please include your order number and identify the product you wish to return.
Products should not be returned without first contacting FlowFLow. Unauthorized returns may be delayed or may not be accepted.
Return Shipping. Unless the return results from an error by FlowFLow, a qualifying defective product, or applicable law requires otherwise, the customer is responsible for return shipping costs.
We recommend using a trackable shipping service. FlowFLow is not responsible for return packages that are lost or damaged before they are received by us.
Refunds
Inspection and Approval. Once an eligible return is received, we will inspect the product and notify you whether the return has been approved.
Refund Method. Approved refunds will be issued to the original payment method used for the purchase.
Shipping Charges. Original shipping charges, expedited delivery fees, and other shipping-related charges are non-refundable unless the return results from an error by FlowFLow or otherwise required by law.
Processing Time. Please allow up to 10 business days after an approved return is received for FlowFLow to process the refund. Your bank, card issuer, or payment provider may require additional time for the refund to appear in your account.
Non-Returnable Items
Opened or Used Intimate Wellness Products. For health and hygiene reasons, opened or used intimate wellness products, including products with broken or removed factory, hygiene, or protective seals, are final sale and are not eligible for standard returns.
Gift Cards. Gift cards are non-refundable except where required by applicable law.
Final Sale Products. Products clearly identified as “Final Sale” at the time of purchase are not eligible for standard returns.
Promotional Items. Complimentary gifts, samples, and promotional items have no cash value and are not eligible for refund unless otherwise stated.
A product that is otherwise non-returnable may still qualify for a remedy if it is defective, damaged, incorrectly supplied, or covered by applicable law or warranty.
Damaged, Defective, or Incorrect Items
Inspection Upon Delivery. Please inspect your order promptly after delivery.
If your order arrives damaged, you receive an incorrect product, or the product does not function properly upon arrival, contact info@flowflowusa.com as soon as reasonably possible.
For delivery-related issues, we recommend contacting us within 7 days of delivery so that we can investigate the issue promptly.
Information Required. We may request your order number, photographs, video, product information, packaging information, or other reasonable documentation necessary to evaluate the issue.
Remedies. If we confirm that an item was incorrectly supplied or arrived damaged or defective, FlowFLow will provide an appropriate remedy in accordance with this policy and applicable law. Depending on the circumstances, this may include repair, replacement, or refund.
For confirmed FlowFLow fulfillment errors or qualifying defects, the customer will not be responsible for required return shipping costs.
Exchanges
Standard Exchanges. FlowFLow does not currently offer direct exchanges for ordinary change-of-mind returns.
If your unopened product qualifies for return, you may return it in accordance with this Refund Policy and place a separate order for another product.
A product replacement made under the Limited Warranty is not considered a standard exchange.
Two-Year Limited Warranty
Warranty Period. FlowFLow wellness devices purchased directly from FlowFLow are covered by a Two-Year Limited Warranty beginning on the original date of purchase.
The current FlowFLow product manuals likewise provide two-year warranty coverage for qualifying product defects.
Warranty Coverage.The Limited Warranty covers qualifying defects in materials and workmanship arising during normal use of the product in accordance with its applicable user manual, safety instructions, and care instructions.
Warranty Exclusions
The Limited Warranty does not cover damage or failure resulting from:
normal wear and tear; cosmetic deterioration that does not affect product function; misuse or unreasonable use; failure to follow product instructions or safety warnings; accidental damage or impact; improper cleaning, storage, charging, or handling; unauthorized modification, disassembly, or repair; use with incompatible accessories or charging equipment; loss or theft; or damage caused by circumstances unrelated to a defect in materials or workmanship.
The product manuals specifically exclude normal wear and tear, misuse, unauthorized modifications, and accidental impact from warranty coverage.
How to Make a Warranty Claim
Warranty Request. To submit a warranty claim, contact info@flowflowusa.com and provide your order number or other valid proof of purchase.
We may request photographs, video, product information, batch or serial information where available, or other documentation reasonably necessary to evaluate the claim.
For health and hygiene reasons, please do not mail a used intimate wellness product to FlowFLow unless our customer service team specifically instructs you to do so.
Warranty Remedies
Qualifying Claims. If FlowFLow determines that a product has a qualifying defect during the warranty period, we may, as appropriate and subject to applicable law:
repair the product; replace the product with the same or a substantially comparable product; or provide another remedy required or permitted by applicable law.
If the original product is no longer available, a replacement product may differ in color, packaging, or minor product details while offering substantially comparable functionality.
Unless required by applicable law, replacement of a product does not restart or extend the original warranty period.
Refunded and Replaced Products
Refunded Products. A product for which a full refund has already been issued is not eligible for an additional warranty replacement relating to the same purchase.
Warranty Replacements. FlowFLow may require a defective product to be returned, retained, disposed of, or otherwise handled according to instructions provided by our customer service team.
Consumer Warranty Rights
The FlowFLow Two-Year Limited Warranty provides rights in addition to any rights and remedies available under applicable consumer protection law.
Some jurisdictions provide additional warranty rights or do not permit certain exclusions, restrictions, or limitations.
Nothing in this Refund Policy or Limited Warranty is intended to exclude, restrict, disclaim, or waive any warranty, consumer right, or remedy that cannot legally be excluded, restricted, disclaimed, or waived.
To the extent any implied warranty applies under applicable law, its treatment and duration will be governed by applicable federal and state law.
Order Cancellations and Changes
Before Fulfillment. If you need to cancel or modify an order, contact info@flowflowusa.com as soon as possible.
We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be changed or cancelled after it has entered fulfillment or shipping.
Once an order has shipped, the return requirements described in this Refund Policy apply.
Contact Us
Questions About Returns, Refunds, or Warranty Claims. Please contact:
W Concept LLC
Operator of the FlowFLow brand in the United States
2108 N St, #8177
Sacramento, CA 95816
United States
Email: info@flowflowusa.com
Website: www.flowflowusa.com