Products purchased from theflocompany.com website can be returned to us for a full refund within 30 days of the purchase date (as stipulated within your order confirmation email).  If 30 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange. 

In order to be eligible for return, products must be in perfect, unused, condition with their original packaging intact - this includes the gifting tube and protective tissue wrap around the bottle. Please do not write on or affix any stickers to the packaging. We will not be able to issue a refund of exchange if any packaging is missing or is returned to us in unsaleable condition.

You’ll also need the receipt or proof of purchase.

Your flo cannot show any signs of usage due to hygiene reasons and needs to reach us in fully saleable condition. This means that your bottle cannot be cleaned or any parts dismantled due to hygiene reasons. If we feel that the product has been used in any way, we will not be able to issue a refund.

You will be required to arrange and pay for the return of the item/s to us as we do not offer free returns. Please ensure you obtain a Proof of Postage when doing so. You will only be reimbursed by us in the case of damaged, faulty or incorrectly supplied goods.

We will issue a replacement or refund once the item has been received and checked. Flo cannot be held responsible for any returns that are lost or damaged in the post, so we strongly recommend using a tracked, signed for service when posting returns to us so you can keep an eye on it!

Please note: we require a proof of purchase for any returns requested.

To initiate a return, please email us at hello@theflocompany.com

If your return is accepted, we’ll provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If your flo product is returned used or does not pass our inspection, it will not be eligible for an exchange or refund. Flo will not be responsible for shipping any product deemed ineligible for an exchange or refund back to the customer.

Please inspect your order upon immediate receipt and email us at hello@theflocompany.com in the unlikely event that you believe the item is subject of a manufacturing defect, so that we can evaluate the issue and make it right. Contacting us straight away allows us to validate that there is a fault with the item and that it has not occurred through usage. Please contact us within 2 working days of the delivery date to alert us of any potential faults. We will then supply the delivery address to send your item to. Upon receipt, we will be able to assess any potential faults before confirming a replacement or refund.

As all co-brand orders are made uniquely for you, they are not returnable or refundable. Customized products are a permanent sale.

We will not accept returns or offer any refunds or replacements if you have purchased a flo bottle from a Third-party Seller. 

Please do get in touch if you have questions or concerns about your specific item.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

As a sustainability and purpose-driven company, it's important to us that we generate as little waste as possible - by placing limits on product exchanges, we're able to create less waste.

We will notify you once we’ve received and inspected your return via email, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded via your original payment method within 1 business day. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@theflocompany.com.

You will be under a duty to take reasonable care of the goods received. We reserve the right to refuse a refund on goods returned which have been made unfit for resale or damaged whilst in your possession.

Notwithstanding the above, if the merchandise is being purchased from and shipped to an address in the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Prices and availability of products and services are subject to change without prior notice. Errors will be corrected where discovered, and flo reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit/debit card charged. If your credit/debit card has already been charged for the purchase and your order is cancelled, flo will issue a refund via your original payment method for the amount charged. Individual bank policies will dictate when this amount is credited to your account.