No policy found

Thank you for choosing Flow Vessel. We are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please review our Returns & Dispute Policy below for guidance on returns, exchanges, and resolution of any issues related to your order. Returns & Exchanges We want you to be completely happy with your purchase. If you are not satisfied with your Flow Vessel, we offer a 14 day return or exchange policy, under the following conditions: ● Eligibility for Returns & Exchanges: ○ Returns or exchanges must be initiated within 14 days from the date of delivery. ○ Items must be unused, undamaged, and in the original packaging e.g. the Flow Vessel safety seal unbroken or the straw hygiene label intact. ○ Please note: We do not accept returns or exchanges for a change of mind. If you simply change your mind about your purchase, we are unable to process an exchange or refund. ● How to Return or Exchange: ○ To initiate a return or exchange, please contact our headquarters at hello@flowvessel.com.au with your order number and details of the issue. ○ Once we approve the return, we will provide you with return instructions and a prepaid return label if applicable. ○ You will be responsible for shipping costs on returns unless the item is defective or damaged during delivery. ○ ● Refunds & Exchanges: ○ Once your returned item is received, inspected and approved, we will process your replacement ○ If you wish to exchange your water bottle for a different product, we will ship the new item to you once we receive the returned item. ○ If there is a price difference, we will either issue a refund for the difference or request additional payment. Defective or Damaged Products We take great care to ensure that our products are of the highest quality. However, if you receive a defective or damaged Flow Vessel, please follow the steps below: ● Reporting Damages: ○ Please inspect your order upon receipt. If you notice any damage or defects, contact our customer service team within 7 days of receiving your product. ○ You will be asked to provide photos, videos or other documentation to support your claim. ● Resolution for Damaged or Defective Items: ○ If the product is found to be defective or damaged, we will offer a replacement at no extra cost to you, or issue a full refund. ○ If a replacement is not available, we will issue a refund to your original payment method. Order Disputes & Resolution If you have any concerns or disputes related to your order, such as discrepancies with the item received, delays in shipping, or payment issues, we are here to help. Please reach out to our customer service team, and we will work with you to resolve the issue in a timely manner. ● Disputes: ○ If you believe there is an issue with your order that requires resolution, please contact us within 7 days of receiving your order. Provide details of the dispute, including your order number, photos or videos (if applicable), and a description of the issue. ○ We will investigate the matter and respond within 7 business days to find a suitable resolution. ● Refunds for Disputes: ○ If the issue cannot be resolved through an exchange or other means, we will process a refund based on the circumstances of the dispute. Refunds are subject to review and approval. Non-Returnable Items For health and safety reasons, we do not accept returns or exchanges on water bottles that have been opened or used (unless defective). Items must be unused, undamaged, and in the original packaging e.g. the Flow Vessel safety seal unbroken or the straw hygiene label intact. Customer Service If you have any questions about your order, need help with a return or exchange, or wish to discuss a dispute, please contact us at hello@flowvessel.com.au. We are here to assist you and are committed to resolve any issues promptly.