1. Your Legal Rights

Under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013, you have a 14-day “cooling-off” period to cancel any purchase of goods bought online, starting from the day after you receive your order. During this time you can return the goods for any reason and receive a full refund, including the cost of standard outbound delivery.

If the goods are faulty, not as described, or unfit for purpose, you have a legal right under the Consumer Rights Act 2015 to reject them within 30 days of delivery for a full refund, repair, or replacement.

2. Cooling-Off Period (Change of Mind)

• You must notify FlowBalance of your decision to cancel within 14 days of receipt — by email to help@flowbalance.co.uk or via our online returns portal.

• You then have a further 14 days to return the goods to us.

• If we offer to collect the goods, your refund will be processed within 14 days of your cancellation notice, even if the goods have not yet been collected.

3. Conditions of Return

• Goods must be returned unused, in original packaging, and with all labels and accessories included.

• We reserve the right to refuse a refund if the item shows signs of use beyond necessary inspection.

4. Faulty or Misdescribed Goods

• To return a faulty item, contact our customer service within 30 days of delivery.

• We may request photographic evidence or arrange collection.

• Upon receipt, we will inspect the item and process your choice of refund, repair, or replacement within 14 days.

5. Refunds Process & Timeline

• Refunds will be made using your original payment method within 14 days of:

  1. Us receiving returned goods, or

  2. You providing proof of return postage (whichever comes first).

• Standard delivery charges are refunded on cancellations, but return postage costs are your responsibility unless the item is faulty.

• We will email confirmation once your refund has been processed.

6. Exchanges

If you wish to exchange an item for a different size, colour, or model, please include a note with your return or contact us at help@flowbalance.co.uk. Exchanges are subject to stock availability and may incur additional delivery charges.

7. Exceptions & Non-Returnable Goods

Certain goods cannot be returned under the cooling-off rules, including:

• Perishable items (e.g., plants)

• Bespoke or made-to-measure products

• Sealed goods unsealed after delivery (e.g., hygiene products)

  Faulty rights still apply to these items.

8. Return Shipping Costs

• For change-of-mind returns, you cover the cost of return shipping; use a tracked service to ensure proof of postage.

• For faulty items, FlowBalance will reimburse reasonable return postage costs or arrange collection at no charge to you.

9. How to Return an Item

1. Email help@flowbalance.co.uk with your order number and reason for return.

2. Pack the item securely in its original packaging.

3. Ship the item back to:
   FlowBalance Ltd
   Returns Department
   London, UK

4. Keep your proof of postage until your refund is confirmed.

If you have questions, contact our Returns Team at help@flowbalance.co.uk. We’re here to help ensure your complete satisfaction.