Refund policy
Flozen Returns, Refunds & Exchanges Policy
This Returns, Refunds and Exchanges Policy (“Policy”) applies to all purchases made through Flozen at https://flozen.store. By placing an order with us, you agree to the terms set out below.
1. Right of Return
1.1 You have the right to return your order, or part of your order, within 14 days of receipt without providing any reason.
1.2 To exercise your right of return, you must notify us within the 14-day period. Items must then be shipped back to us without undue delay and in any event no later than 14 days from the date of notification.
1.3 Returned products must be unused, in their original condition, with all packaging and labels intact. Products not returned in resaleable condition may be rejected or subject to a reduced refund.
1.4 If return information was included in your package, follow these instructions to return the package directly to the retailer. There is no need to notify us of your desire to return an order if you have the information you need.
2. Exclusions from Return
The right of return does not apply to the following categories of goods:
- Products which have been used, opened, or are not suitable for return due to health protection or hygiene reasons (e.g. massage tools, yoga props, physical therapy items used on the body).
- Goods made to your specifications or clearly personalized.
- Gift cards and downloadable digital products.
3. Return Procedure
3.1 To initiate a return, please contact Flozen Customer Service or reply to your order confirmation email to request instructions.
3.2 You are responsible for ensuring the goods are packaged securely and returned using a tracked shipping method. Flozen is not liable for goods lost or damaged during return transit.
3.3 For international returns, all packages must be clearly marked “RETURNED GOODS” to prevent customs duties from being charged. Any customs charges incurred will be deducted from your refund.
3.4 Unless the item is defective or damaged upon arrival, you are responsible for return shipping costs.
4. Damaged, Defective, or Incorrect Goods
4.1 If your order arrives damaged, defective, or incorrect, you must notify us promptly and provide photographic or video evidence of the issue.
4.2 Depending on the circumstances, Flozen may:
- Offer a replacement product at no additional cost,
- Offer a partial refund where appropriate, or
- Accept a full return for a complete refund.
4.3 In certain cases, we may provide a prepaid return label or reimburse reasonable return costs upon presentation of a postage receipt.
5. Refunds
5.1 Refunds will be processed within 14 days of receipt and inspection of the returned goods, or within 14 days of your cancellation notice where goods were not yet shipped.
5.2 Refunds will be made to the original payment method used at checkout. Certain payment methods may not support refunds (e.g. some bank transfer services). In such cases, alternative arrangements will be made.
5.3 If you return the entirety of your order, Flozen will refund the original standard shipping cost. Any additional charges paid for expedited or express delivery are non-refundable.
5.4 Refunds typically appear in your account within 1–5 business days, depending on your payment provider.
6. Exchanges
6.1 Flozen does not offer direct exchanges. If you wish to receive an alternative item, you must return the original product in accordance with this Policy and place a new order.
7. Refusal of Delivery
7.1 If you refuse delivery of your order without valid reason (e.g. visible damage or defect), any return shipping fees, customs duties, or administrative charges incurred will be deducted from your refund.
7.2 Where delivery has been attempted and the goods remain uncollected from the delivery depot, and are subsequently returned to Flozen, the same conditions shall apply.