Refund & Returns Policy

 

Right of Cancellation & Returns:

In the instance you would like to return or cancel an order please contact our team as soon as possible.

To cancel, we will require in writing a clear statement of your wish to do so, this statement can be sent to our email address: info@theflowcompany.co.uk or to our office address. This can also be sent to us through our enquiry form found on our contact page.

This will then be acknowledged and confirmed with our team through issue of a returns note.

Notice of cancellation begins from date posted or time transmitted.

If you have already received your item, please return this back to us within 14 days in the same working condition it was dispatched.

Returns postage is not covered by us and will need to be arrange at your own expense, where a full refund or replacement can then be issued.

Please ensure all returns are sent to our UK warehouse address found on our contact page and clearly mark item(s) as returns, attached with the returns note issued.

Please note refunds can take up to 14 days to be processed.

A reimbursement fee will incur of 7.5% and we will not refund delivery charges.

Please note: Returns are not accepted on certain fabricated goods and specialist pumps & booster sets)

 

Damaged & Faulty Items:

Please let a member of our team know as soon as possible should you receive an item damaged, broken, or faulty.

You have up until 30 days to let us know.

Please also send across photographs of the product(s) to our team directly at info@theflowcompany.co.uk where they will be able to assess and advise on the following steps.

Whilst under review with our team, please do not attempt to “fix” or repair the damaged goods as this may harm your claim and we do not take responsibility for goods which have been used or damaged caused by the customer. Claims for goods which have been deliberately damaged or broken will be void.

Our team will be in touch with a returns delivery label, damaged goods claim form and arrange collection of the faulty goods.

This will be covered and issued by The Flow Company, with the forms and documents being sent to the email address provided.

Please make sure all items are packed securely and safe to avoid further damage from occurring.

If the item is in stock, a replacement will be dispatched the following day.

In the instance of the item(s) NOT being in stock, a specialist item, discontinued item or larger weight item, a refund would usually be offered. (Please Note: if a replacement is still desired and possible, this may incur additional delivery and lead times for you (the customer) due to this being re-ordered and shipped direct from our suppliers and partners)