FlowWells offers a 30 calendar-day return window on all eligible orders. Your return window begins on the day your order is confirmed as delivered by the carrier — not the day you placed the order or the day it shipped.

To count as a valid return request, you must contact us at support@flowwells.com or through our Contact Us page within 30 calendar days of your delivery date. Return requests submitted after this window has closed will not be accepted, and the order will be considered final.

FlowWells currently processes exchanges on a case-by-case basis. We do not offer automatic one-for-one product swaps at checkout, but we do accommodate exchanges in the following situations:

To request an exchange, email us at support@flowwells.com with your order number, a description of the issue, and clear photographs if the item is damaged or incorrect. Our support team will guide you through the next steps within 1–2 business days.

FlowWells charges absolutely zero restocking fees on any approved return. Many online retailers charge a 15–25% restocking fee to process returns — we do not, and we never will. When you return an eligible item, 100% of the product price is refunded to you.

This applies to all product categories in our store, regardless of the reason for return (as long as the item meets our eligibility requirements). Our customers should never feel financially penalized for changing their mind or reporting a problem with their order.

To qualify for a return and refund, your item must meet all of the following conditions at the time it is received back at our facility:

✅ Items We Accept for Return

❌ Items We Cannot Accept for Return

Who covers the cost of return shipping depends on the reason for the return. We have made this as simple and customer-friendly as possible:

When you are responsible for return shipping, we recommend using a trackable shipping service (such as USPS, UPS, or FedEx) and retaining your tracking number. FlowWells is not responsible for packages lost in transit during a customer-paid return shipment.

Initiating a return with FlowWells is straightforward. Please follow these steps carefully to ensure your return is processed without delay:

FlowWells is a fully online store — we do not have a physical retail location. All returns must be shipped back to us by mail. We accept returns via any of the following US carriers:

Please always use a carrier that provides a tracking number. Keep your shipping receipt and tracking number until your refund has been confirmed. We strongly recommend purchasing shipping insurance for higher-value items. In-person drop-offs are not accepted.

Here is a transparent breakdown of the complete refund timeline from the moment we receive your returned item:

Refunds are always returned to the original payment method used at checkout. We do not issue refunds as store credits, gift cards, or checks unless explicitly requested and agreed upon in writing. If you paid with a credit card, your card company may take 3–5 additional business days to post the credit to your account after we process it — this is outside our control.

To ensure a smooth return and refund experience, customers are responsible for the following:

FlowWells commits to the following standards on every return and refund case:

Important: Do not send your return to this address without first receiving an approved RMA number from our support team. Packages sent without prior authorization will not be processed and cannot be refunded.

We take full responsibility for any issue that was caused by us. If you receive a package that does not match what you ordered, or if your item arrives in poor condition, we will make it right — at no additional cost to you. Here is how we handle each scenario:

A parcel is considered lost if its tracking information has not updated for 10 or more business days and there is no confirmed delivery event. If your tracking shows your package has been in transit without movement, or if the carrier marks it as lost, follow these steps:

If the carrier confirms the package is lost, FlowWells will either reship your order or issue a full refund — your choice. We will not ask you to bear the cost of a parcel lost by the shipping carrier.

We process and fulfill orders quickly. Cancellations are therefore only possible within a limited window after the order is placed.

Because our team typically fulfills orders within 1–3 business days of placement, we recommend contacting us as soon as possible if you need to cancel. Use the subject line "Order Cancellation – [Your Order Number]" to help our team prioritize your request.

If you shipped your return back to us using a trackable carrier and the package appears to be lost in transit, here is how we handle it:

Always retain your shipping receipt and tracking number until your refund has been confirmed by email. This is your primary proof that the return was shipped.

If you have not received your refund within the expected timeframe, please follow these steps before contacting us:

We require all returns to be pre-authorized before the item is shipped back. This protects both parties and ensures the process runs smoothly. Do not send any return without first receiving an RMA number from our support team.

If we receive a package that was sent without authorization:

To avoid this situation, always contact us first at support@flowwells.com before shipping anything back. The RMA approval process takes only 1–2 business days.

Our return policy is designed to protect our genuine customers. To ensure fairness for everyone, we actively monitor for patterns of abuse that unfairly burden our business and honest shoppers. Behaviors that may be flagged as policy abuse include but are not limited to:

Customers identified as abusing our return policy may have their return privileges restricted, have future orders declined, or be permanently banned from purchasing on flowwells.com. We always investigate thoroughly and fairly before taking any such action.

FlowWells takes fraudulent activity very seriously. We reserve the right to refuse service, cancel orders, and deny refunds or returns in cases where we have reasonable grounds to suspect fraudulent activity, including but not limited to:

If you believe your account or payment information has been used fraudulently by a third party on our platform, please contact us immediately at support@flowwells.com. We will assist you in securing your account and coordinating with appropriate parties.

We may share relevant information with law enforcement, payment processors, and our platform provider (Shopify) when required to investigate and address fraudulent activity, in accordance with our Privacy Policy.

FlowWells ships exclusively within the United States. In addition to this policy, customers in certain states may have additional legal protections under applicable state consumer protection laws. Nothing in this policy limits or waives any rights you hold under your state's statutes.

If you believe your consumer rights have been violated, you may also contact your state's Attorney General office or a consumer protection agency. FlowWells will cooperate fully with any lawful investigation or inquiry.

FlowWells reserves the right to modify, update, or replace any part of this Return & Refund Policy at any time. Changes may be made to reflect updates in our business operations, changes in applicable law, or improvements to our customer experience.

When we make material changes to this policy, we will update the "Effective Date" at the top of this page. It is your responsibility to review this policy periodically. Continued use of our website or placement of an order following any changes constitutes your acceptance of the updated policy.

The policy that applies to your order is the version that was in effect on the date your order was placed. If you have questions about a policy change and how it affects a prior order, please contact us at support@flowwells.com and we will gladly assist you.

We are a small, customer-first business and we genuinely want every order to end with a smile. If something did not go right, reach out and we will take care of you.