Refund Policy

Requesting a return

You have 14 calendar days after receiving your item to notify us that you want to return it. Email support@flexandflowexchange.com with your order number and the items you wish to return. We will provide return instructions and the correct return address. Please do not send goods to an address on your parcel without checking the return instructions.

The EU statutory-rights section below takes precedence whenever it applies. Nothing in this policy limits mandatory consumer rights, including rights relating to faulty, damaged, incorrect, or misdescribed goods.

Standard US change-of-mind returns

Items must be unworn, unused, unwashed, unaltered, with original tags and packaging and proof of purchase. Contact us within the 14-day request window before sending your return.

There is no restocking or packaging fee. Customers pay return shipping for US change-of-mind returns. Use a trackable service and keep proof of shipment.

Sale, clearance, final-sale items, intimates, and gift cards are excluded from our voluntary US change-of-mind policy. These exclusions do not remove rights provided by applicable law.

After receiving and inspecting a standard US return, we will notify you of the outcome. Approved refunds are issued to the original payment method within 10 business days. Your bank may need additional processing time.

EU statutory withdrawal rights

Where EU consumer withdrawal rights apply, you may withdraw without giving a reason by notifying us within 14 days after delivery. An unequivocal email is sufficient; our discretionary approval is not required. You may use the optional form below.

Send the goods back within 14 days after notifying us. If a statutory deadline falls on a non-working day, the applicable extension applies.

No restocking or packaging fee applies to statutory withdrawals. You may inspect and try on clothing as you would in a shop. We may deduct only legally permitted diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics, and functioning. Missing tags or original packaging do not automatically cancel your rights.

Sale and clearance goods retain statutory withdrawal rights. A hygiene exclusion applies only to qualifying sealed goods unsuitable for return for health or hygiene reasons that were unsealed after delivery. Other exclusions apply only where the law permits them.

We reimburse statutory withdrawals within 14 calendar days of notification, using the original payment method unless expressly agreed otherwise without fees. Unless we offer collection, we may withhold reimbursement until we receive the goods or evidence of return, whichever comes first.

For withdrawal from the entire order, reimbursement includes the least expensive standard outbound delivery offered. Extra express-delivery charges need not be reimbursed. You bear direct return postage only where this was disclosed before purchase.

Faulty, damaged, incorrect, or misdescribed goods

Contact support@flexandflowexchange.com with your order number and a description of the problem; photos can help where available. Change-of-mind time limits, fees, and exclusions do not restrict your mandatory remedies. We cover return shipping for damaged, defective, or incorrect items. For covered defective EU goods, we bear the necessary return costs and provide the remedy required by law.

Exchanges

For a different size or item, contact us for return guidance. You may place a separate order for the replacement. Your statutory remedies remain unaffected.

Optional EU withdrawal notice

Email support@flexandflowexchange.com:

To: Flex and Flow Exchange, PO Box 280, Parish, NY 13131, United States; support@flexandflowexchange.com.
I give notice that I withdraw from my contract for the following goods:
Goods / order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if submitted on paper):

This mailing address is for notices. Obtain the appropriate goods-return address before dispatch. The form is optional; any clear withdrawal notice is sufficient.