Refund Policy

Acceptance of Terms

By placing an order on Flow Of Elements, you acknowledge that you have read, understood, and agreed to the terms of this Return Policy. If you do not agree with any part of this policy, please contact us at support@flowofelements.com before making your purchase.

At Flow Of Elements, we want you to love every bracelet you receive. But we also understand that sometimes a piece simply isn't meant for you. Whether you've changed your mind or encountered an issue with your order, our return policy is designed to be fair, transparent, and respectful of both you and our craft.

1. Definitions

2. General Provisions

2.1 Scope of Policy

This Return Policy applies to all goods purchased through the Flow Of Elements official website (flowofelements.com). By placing an order, the customer acknowledges that they have read, understood, and agreed to all terms of this policy.

2.2 Acceptance of Terms

By placing an order on Flow Of Elements, you acknowledge that you have read, understood, and agreed to all terms of this Return Policy. If you do not agree with any part of this policy, please contact us at support@flowofelements.com before making your purchase.

2.3 Policy Amendments

We reserve the right to amend this Return Policy at any time. The amended policy will be posted on this website with a new "Last Updated" date. The version in effect at the time the order is placed will govern that order.

2.4 How to Submit a Return Request

Customers may submit a return request through either of the following channels:

1. Option 1 (Recommended): Log in to your account → Go to "My Orders" → Find the relevant order → Click the "Apply for Return" button → Fill in the return information and submit. The system will automatically link your order information for faster processing.
2. Option 2: Send an email to support@flowofelements.com with your order number, return reason, and a description of the item's condition.

3. Return Scenarios

This policy covers five return scenarios, each with different rules:

• Scenario A: Cancellation Before Dispatch — Customer requests order cancellation before the "Dispatch Notification" email is sent
• Scenario B: Return During Transit — Goods have been dispatched but customer has not yet received them
• Scenario C: Unconditional Return — Customer has received the goods but has changed their mind
• Scenario D: Product Issue Return — Customer has received the goods but there is a manufacturing defect or shipping damage
• Scenario E: Wrong Item Return — Customer has received incorrect goods (wrong item or missing items)

4. Scenario A: Cancellation Before Dispatch

Conditions:

• Customer has placed an order and completed payment
• The Company has not yet sent the "Dispatch Notification" email (goods have not been handed to the carrier)
• Customer submits a cancellation request through the return request channels

Return Rules:

5. Scenario B: Return During Transit

Conditions:

• The Company has sent the "Dispatch Notification" email (goods have been handed to the carrier)
• The customer has not yet signed for the goods (tracking shows "in transit" or "out for delivery")
• Customer submits a return request through the return request channels

Return Rules:

6. Scenario C: Unconditional Return

Conditions:

• Customer has received the goods
• Within 30 days of the delivery date
• Goods are unworn, undamaged, unwashed, and in their original packaging with all accompanying items
• Customer is returning for non-quality reasons (e.g., "changed mind," "doesn't fit," "no longer wanted")

Return Rules:

7. Scenario D: Product Issue Return

Conditions:

• Customer has received the goods
• Notification submitted within 48 hours of delivery
• The goods have one of the following issues: Manufacturing defect: e.g., broken/frayed string, faulty clasp, loose or missing beads
• Shipping damage: Outer packaging is visibly damaged and the goods inside are physically damaged

Return Rules:

8. Scenario E: Wrong Item Return

Conditions:

• Customer receives goods that do not match what was ordered (wrong style/color/size)
• Or quantity is missing (items missing from the package)

Return Rules:

9. Return Eligibility Summary

10. General Return Conditions

10.1 Eligibility Requirements

All returns (regardless of scenario) must meet the following basic requirements, or the return request may be rejected:

1. Prior approval required: Customers must submit a return request through the "Apply for Return" button or via email and receive our approval before shipping the item back
2. Original packaging: Goods should be returned as close to their original packaging condition as possible
3. No further damage: Additional damage caused by improper handling will be deducted from the refund
4. No signs of use: Unconditional returns require unworn, unwashed items; items with signs of wear may incur deductions or be refused

10.2 Non-Returnable Items

The following items are not eligible for return:

• Final sale items: Marked as "Final Sale" or "Clearance"
• Custom items: Specially made to customer requirements
• Worn/washed items: With visible signs of wear, stains, odors, etc.
• Incomplete packaging: Missing original packaging, tags, warranty cards, or gifts

11. Refund Processing

11.1 Refund Method

All refunds will be credited back to the original payment account (e.g., credit card, PayPal, bank account). We do not offer cash refunds.

11.2 Refund Timeline

• Scenario A: 1-2 business days after return request approval
• Scenario B: 5-7 business days after goods are returned to warehouse and inspected
• Scenario C: 5-7 business days after goods are returned to warehouse and inspected
• Scenario D: Refund initiated immediately upon evidence approval (no need to wait for item return)
• Scenario E: Refund initiated immediately upon evidence approval (no need to wait for item return)

11.3 Bank Processing Time

After we process the refund within the promised timeline, your bank or payment provider may take an additional 3-10 business days to reflect the credit in your account. This delay is beyond our control.

11.4 Partial Refunds

Partial refunds may be issued in the following cases:

• Minor signs of use that do not affect re-saleability (up to 30% deduction)
• Incomplete original packaging (missing tags, warranty cards, or gifts) — £2-£5 deduction

12. Exchanges

12.1 Eligible Scenarios

We only offer exchanges for the following scenarios:

• Scenario D (Product Issue Return): Free replacement of the same item
• Scenario E (Wrong Item Return): Free replacement of the correct item

12.2 Not Eligible for Exchange

• Scenario C (Unconditional Return): Exchanges are not offered for "change of mind" returns. We recommend placing a new order for the desired item and processing the original order as an Unconditional Return.

13. Fee Responsibility Summary

14. International Returns

14.1 Unconditional Returns (Scenario C)

For international Unconditional Returns, return shipping costs and any applicable customs duties or import taxes are the buyer's responsibility. We will deduct these costs from the refund.

14.2 Product Issue / Wrong Item Returns (Scenarios D & E)

For product issue or wrong item returns, return shipping costs (within a reasonable limit) are covered by us. Please contact customer service for a prepaid return label or reimbursement instructions.

14.3 Customs Duties & Import Taxes

If additional fees such as customs duties, import taxes, or customs brokerage fees are incurred during the return process, these are the customer's responsibility. We do not reimburse these fees.

15. Contact Us

If you have any questions about this Return Policy or need to initiate a return request, please contact us through the following channels: