Refund Policy
Returns/Change of mind
You have 30 days from the date you received your item to request a return. Unfortunately, if 30 days have passed since your purchase, we cannot offer a refund or exchange.
To be eligible for a return, the item must be unused, in the same condition as when you received it, and in its original packaging.
For parts that require assembly (e.g., Diffuser Fins), they must remain unassembled. Factory-assembled parts (e.g., Front Splitters, Flow-Lock Diffusers) must not be disassembled.
Opened packages may incur a restocking fee of 10-15%, which applies to both external boxes and internal packaging.
Shipping Costs
Postage costs, fees, duties, and taxes are excluded and non-refundable. The buyer is responsible for the cost of return shipping.
Any shipping costs that are included in the price of the product will be passed on in the form of "restocking fees."
3rd Party Merchant Fees
Merchant fees are passed on to the buyer in the form of restocking fees at a rate of 10%. This includes services such as (but not limited to):
- Afterpay
- Zip Pay, Zip Money
- PayPal
- Credit card and merchant fees
Pre-approval for returns is recommended. We may ask for detailed photos of the product.
Please do not send your purchase back to us without prior communication.
To expedite the return request process, kindly provide detailed photos of both the top and bottom of the products, as well as the packaging. Returns will only be approved if the product is in brand new, resellable condition.
Please note that gift cards are non-refundable.
To complete your return, we require a receipt or proof of purchase.
Partial refunds may be granted at our discretion in certain situations:
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
- Any item returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to confirm that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, we will process it, and a credit will automatically be applied to your credit card or original method of payment within a few business days, depending on your financial institution.
Late or missing refunds (if applicable)
If you have not received your refund yet, please first check your bank account or financial institution, as it may take a few business days for the refund to be processed.
If you have done this and still have not received your refund, please contact us at support@flowdesignsaustralia.com.
Sale items (if applicable)
Only regular-priced items are eligible for a refund. Unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange your item for a different one, please email us at support@flowdesignsaustralia.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, we will only be able to process the refund to the gift giver.
Shipping
To return your product, you should mail the product to
Flow Designs Australia Pty. Ltd.
10 Longstaff Road
Bayswater VIC 3153
Australia
You will be responsible for paying the shipping costs to return your items. Shipping costs are non-refundable, and if you receive a refund, the return shipping cost will be deducted from your refund.
Depending on your location, the time it takes for your exchanged product to reach us may vary.
If you are returning an item valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance to ensure the items reach us safely.
Please ensure that the product is well-packaged. Any damages incurred during transit may result in your refund being rejected.
