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Return, Exchange and Refund Policy

 

Return Validity

You have 14 days from the date of receipt to request a return or exchange for your items.

Return and Exchange Conditions

Items are eligible for return or exchange under the following conditions:

  • Appearance Issues: The product arrives with surface damage or visible defects.

  • Quality Issues: The product is defective or does not function as intended.

  • Odor or Color Difference: The product has a strong unpleasant smell or a significant color discrepancy compared to the description.

  • Wrong Item Received: The item delivered does not match your order.

  • No-Reason Returns: You may return the product if you change your mind, provided it meets the condition requirements.

Return Process

  • Contact Us: Email us at solutions@flatflowsy.com or call us at +1 (516) 640-8743 to apply for a return. Please provide your order number, proof of payment, reason for return, and relevant photos or videos.

  • Application Review: Our team will process your request immediately. If approved, we will notify you via your contact method and provide the return address.

  • Ship the Item: You must send the item back to our designated return address and wait for us to receive it.

  • Inspection and Refund: Upon receipt, we will inspect the item to verify the reported issue. If the inspection is passed, we will arrange your refund immediately. For more details, please refer to the Refund Process section.

Exchange Process

  • Contact Us: Email us at solutions@flatflowsy.com or call us at +1 (516) 640-8743 to apply for an exchange. Please provide your order number, proof of payment, reason for exchange, and relevant photos or videos.

  • Application Review: Our team will process your request immediately. If approved, we will notify you and provide the return address.

  • Ship the Item: You must send the item back to our designated return address and wait for us to receive it.

  • Inspection and Re-delivery: Once received and inspected, we will arrange the exchange within 1-3 business days. The estimated delivery time for the new item is 5-8 business days. For more information on shipping, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be credited back to the original bank card (Visa or MasterCard) used for the purchase.

  • Processing Time: Depending on your financial institution, refunds usually take 1-5 business days to appear in your account. Please contact us if you do not receive it within this timeframe.

Shipping Costs

  • Our Responsibility: We will cover the return shipping costs for cases involving appearance issues, quality issues, odors, significant color differences, or wrong items delivered.

  • Your Responsibility: Shipping costs for "no-reason" returns or exchanges are to be covered by you.

Return Labels

For your convenience, a return label is included inside every package to facilitate the return process.

Product Condition for Returns

To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging. Any item that is returned in a damaged state (not due to our error) or missing parts for reasons not due to our error may not be eligible for a full refund.

Order Cancellation

If you wish to cancel your order, please contact us immediately. If the order has not yet been processed for shipping, we will issue a full refund. If the item has already been shipped, you will need to follow the return process after receiving the goods, and you may be responsible for the shipping costs.

Damage During Transit

If you receive a package that is visibly damaged from the outside, please take photos before opening it and contact us within 24 hours of receipt so we can assist you with a claim or replacement.

Disclaimer

We are not responsible for return shipments that are lost or damaged if you choose a shipping method without tracking or insurance for "no-reason" returns. We reserve the right to refuse a return if the item does not meet the criteria outlined in this policy.

Contact Us

If you have any questions, please reach out to us during our service hours:

Address: 4600 CITY VIEW DR, FOREST PARK, GA 30297-1728, US
Phone: +1 (516) 640-8743
Email: solutions@flatflowsy.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)