Return Policy

Acceptance of Terms

By placing an order on Flow of Elements, you acknowledge that you have read, understood, and agreed to the terms of this Return Policy. If you do not agree with any part of this policy, please contact us at support@flowofelements.com before making your purchase.

At Flow of Elements, we want you to love every bracelet you receive. But we also understand that sometimes a piece simply isn't meant for you. Whether you've changed your mind or encountered an issue with your order, our return policy is designed to be fair, transparent, and respectful of both you and our craft.

1. Definitions

2. General Provisions

2.1 Scope of Policy

This Return Policy applies to all goods purchased through the Flow of Elements official website (flowofelements.com). By placing an order, the customer acknowledges that they have read, understood, and agreed to all terms of this policy.

2.2 Acceptance of Terms

By placing an order on Flow of Elements, you acknowledge that you have read, understood, and agreed to all terms of this Return Policy. If you do not agree with any part of this policy, please contact us at support@flowofelements.com before making your purchase.

2.3 Policy Amendments

We reserve the right to amend this Return Policy at any time. The amended policy will be posted on this website with a new "Last Updated" date. The version in effect at the time the order is placed will govern that order.

2.4 How to Submit a Return Request

Customers may submit a return request through either of the following channels:

1. Option 1 (Recommended): Log in to your account → Go to "My Orders" → Find the relevant order → Click the "Apply for Return" button → Fill in the return information and submit. The system will automatically link your order information for faster processing.
2. Option 2: Send an email to support@flowofelements.com with your order number, return reason, and a description of the item's condition.

3. Return Scenarios

This policy covers five return scenarios, each with different rules:

• Scenario A: Cancellation Before Dispatch — Customer requests order cancellation before the "Dispatch Notification" email is sent
• Scenario B: Return During Transit — Goods have been dispatched but customer has not yet received them
• Scenario C: Unconditional Return — Customer has received the goods but has changed their mind
• Scenario D: Product Issue Return — Customer has received the goods but there is a manufacturing defect or shipping damage
• Scenario E: Wrong Item Return — Customer has received incorrect goods (wrong item or missing items)

4. Scenario A: Cancellation Before Dispatch

Conditions:

• Customer has placed an order and completed payment
• The Company has not yet sent the "Dispatch Notification" email (goods have not been handed to the carrier)
• Customer submits a cancellation request through the return request channels

Return Rules:

Special Notes:

If the order has entered the "picking/packing" process but has not yet been dispatched, we reserve the right to charge a £2.00 processing fee at our discretion, to cover the labor costs already incurred.

5. Scenario B: Return During Transit

Conditions:

• The Company has sent the "Dispatch Notification" email (goods have been handed to the carrier)
• The customer has not yet signed for the goods (tracking shows "in transit" or "out for delivery")
• Customer submits a return request through the return request channels

Return Rules:

Important Notes:

• We do not guarantee that a package can be successfully intercepted. The success rate depends on the carrier's operational capability.
• If the package is already "out for delivery," the interception success rate is extremely low. If interception fails, the customer must follow Scenario C after delivery.
• Customers may also contact the carrier directly to refuse delivery. If successful, please notify us so we can follow up on the refund.

6. Scenario C: Unconditional Return

Conditions:

• Customer has received the goods
• Within 30 days of the delivery date
• Goods are unworn, undamaged, unwashed, and in their original packaging with all accompanying items
• Customer is returning for non-quality reasons (e.g., "changed mind," "doesn't fit," "no longer wanted")

Return Rules:

Return Procedure:

1. Submit Return Request
   • Option 1 (Recommended): Log in → My Orders → Find the order → Click "Apply for Return" → Fill in the information and submit
   • Option 2: Send an email to support@flowofelements.com with order number and return reason

   We will review your request within 1-2 business days and reply via email with confirmation and the return address.

2. Pack the Return
   • Place the goods in their original packaging
   • Ship the item back to the return address provided using a trackable shipping method
3. Inspection & Refund
   • We will inspect the returned package upon receipt
   • If approved, we will process the refund according to the rules of this scenario
   • If the item fails inspection (e.g., signs of wear, damage, washing), we will either: ① refuse the refund and return the item to the customer (return shipping at the customer's expense); or ② issue a partial refund after deducting applicable fees

Deemed Unconditional Return:

The following situations will be treated as Unconditional Returns and subject to the 15% restocking fee and return shipping costs:

• Product issue return submitted more than 48 hours after delivery
• Product issue return with incomplete or unclear evidence
• Damage determined to be caused by improper use or handling, not a manufacturing defect or shipping damage

Important: If you discover a manufacturing defect or shipping damage after receiving your order, please submit clear evidence through the "Apply for Return" button or via email within 48 hours of delivery. Late or incomplete submissions will be treated as Unconditional Returns.

What Does NOT Qualify as a Product Issue:

• Natural variations in crystal color, texture, and inclusions (these are inherent to natural gemstones)
• Slight size variations (each bead is individually hand-polished, with approximately ±0.5mm variation)
• Discomfort or allergic reactions (please review the materials in the product description before purchasing)
• "Doesn't look like the photo" (different screens may display colors differently; please review product images carefully before purchasing)

7. Scenario D: Product Issue Return

Conditions:

• Customer has received the goods
• Notification submitted within 48 hours of delivery
• The goods have one of the following issues:
  • Manufacturing defect: e.g., broken/frayed string, faulty clasp, loose or missing beads
  • Shipping damage: Outer packaging is visibly damaged and the goods inside are physically damaged

Return Rules:

Late Submission:

If complete evidence is not submitted within 48 hours of delivery, the return request will be automatically reclassified as an Unconditional Return (Scenario C), subject to:

• 15% restocking fee
• Return shipping at the buyer's expense
• Original shipping non-refundable

Evidence Requirements:

• Close-up damage photo/video: Must clearly show the location and extent of damage; at least 2 photos from different angles, or a video of at least 5 seconds showing damage details
• Outer packaging photo: Must show the full shipping label (tracking number and recipient information clearly visible); if outer packaging is visibly damaged, please photograph it as well

We reserve the right to reject evidence that does not meet these requirements. If necessary, we may request additional information or video from the customer.

8. Scenario E: Wrong Item Return

Conditions:

• Customer receives goods that do not match what was ordered (wrong style/color/size)
• Or quantity is missing (items missing from the package)

Return Rules:

Late Notification:

If we are not notified of a wrong/missing item within 48 hours of delivery, the return will be processed as an Unconditional Return (Scenario C).

9. Return Eligibility Summary

10. General Return Conditions

10.1 Eligibility Requirements

All returns (regardless of scenario) must meet the following basic requirements, or the return request may be rejected:

1. Prior approval required: Customers must submit a return request through the "Apply for Return" button or via email and receive our approval before shipping the item back
2. Original packaging: Goods should be returned as close to their original packaging condition as possible
3. No further damage: Additional damage caused by improper handling will be deducted from the refund
4. No signs of use: Unconditional returns require unworn, unwashed items; items with signs of wear may incur deductions or be refused

10.2 Non-Returnable Items

The following items are not eligible for return:

• Final sale items: Marked as "Final Sale" or "Clearance"
• Custom items: Specially made to customer requirements
• Worn/washed items: With visible signs of wear, stains, odors, etc.
• Incomplete packaging: Missing original packaging, tags, warranty cards, or gifts

11. Refund Processing

11.1 Refund Method

All refunds will be credited back to the original payment account (e.g., credit card, PayPal, bank account). We do not offer cash refunds.

11.2 Refund Timeline

• Scenario A: 1-2 business days after return request approval
• Scenario B: 5-7 business days after goods are returned to warehouse and inspected
• Scenario C: 5-7 business days after goods are returned to warehouse and inspected
• Scenario D: Refund initiated immediately upon evidence approval (no need to wait for item return)
• Scenario E: Refund initiated immediately upon evidence approval (no need to wait for item return)

11.3 Bank Processing Time

After we process the refund within the promised timeline, your bank or payment provider may take an additional 3-10 business days to reflect the credit in your account. This delay is beyond our control.

11.4 Partial Refunds

Partial refunds may be issued in the following cases:

• Minor signs of use that do not affect re-saleability (up to 30% deduction)
• Incomplete original packaging (missing tags, warranty cards, or gifts) — £2-£5 deduction

12. Exchanges

12.1 Eligible Scenarios

We only offer exchanges for the following scenarios:

• Scenario D (Product Issue Return): Free replacement of the same item
• Scenario E (Wrong Item Return): Free replacement of the correct item

12.2 Not Eligible for Exchange

• Scenario C (Unconditional Return): Exchanges are not offered for "change of mind" returns. We recommend placing a new order for the desired item and processing the original order as an Unconditional Return.

13. Fee Responsibility Summary

14. International Returns

14.1 Unconditional Returns (Scenario C)

For international Unconditional Returns, return shipping costs and any applicable customs duties or import taxes are the buyer's responsibility. We will deduct these costs from the refund.

14.2 Product Issue / Wrong Item Returns (Scenarios D & E)

For product issue or wrong item returns, return shipping costs (within a reasonable limit) are covered by us. Please contact customer service for a prepaid return label or reimbursement instructions.

14.3 Customs Duties & Import Taxes

If additional fees such as customs duties, import taxes, or customs brokerage fees are incurred during the return process, these are the customer's responsibility. We do not reimburse these fees.

15. Contact Us

If you have any questions about this Return Policy or need to initiate a return request, please contact us through the following channels:

Recommended method: Log in to your account → My Orders → Find the order → Click the "Apply for Return" button → System automatically links your order information for faster processing.

Flow of Elements reserves the right to update this policy at any time. The version in effect at the time of your order will govern your purchase.

Version Change Notes