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Flowtoys :: Warranty

WARRANTY, RETURNS, REPLACEMENTS & UPGRADES

> Lifetime warranty and upgrades
> LIFETIME WARRANTY
> LIFETIME UPGRADES
> Warranty terms - Please read!
> Upgrades policy
> Flowlights
> Toroflux
> Modular System Parts
> Flowlight wand
> DVDs, fabric flowgear, etc.
> INSTRUCTIONS: Returns, replacements, upgrades
> Contact us
> Fill out return form
> Package and send items to us
> We process your return



LIFETIME WARRANTY AND UPGRADES


All flowtoys manufactured products are covered under our warranty, regardless of when or where you purchased them. Please contact us at returns@flowtoys.com to address any warranty needs or questions.

All returns MUST be sent AFTER prior communication and acknowledgement from Flowtoys. Please do NOT send us anything without prior communication - your return might not be processed. Return instructions.



LIFETIME WARRANTY


All our manipulation-specific products are designed to last a lifetime, but we recognize that their lifetime is inherently high-impact and nothing is totally indestructible. We want you to feel comfortable experimenting, exploring and making mistakes, and we stand by the quality of our products. So no matter when you bought your flowtoys, or where you got them, we've got you covered:
1. If any electronic flowtoys-manufactured product fails without signs of physical damage, we'll replace it for free.
2. If any non-electrical flowtoys-manufactured product fails or breaks for any reason, we'll replace it for free.

LIFETIME UPGRADES

We are constantly improving our products, and even as current products get used they may become less desirable. We want you to feel confident that when you buy flowtoys products, you are investing not only in a company that will continue to provide you with cutting edge equipment, but in equipment that will always have value. If you aren't interesting in using, selling, or giving your older flowtoys to a friend, we will take them back for 50% of their original value, applicable towards up to 50% off a new purchase.


WARRANTY TERMS
You must contact us BEFORE sending anything back. Instructions below. Do NOT send items to us without first contacting us. We are not responsible for lost or damaged merchandise that has been shipped to us.

All returns need to be sent back before credit is given. Please do NOT make a purchase and then send back your old rigs for credit. You will only be able to use the credit towards a new purchase - we will not apply any credit retroactively!

Please read all the troubleshooting tips and policy relevant to the product in question, and follow the return instructions provided below.

We can only replace and upgrade with items that we currently have in stock. We will try our best to replace with the model/color you request, but we cannot guarantee that it will be available at any time.

We reserve the right to refuse coverage to any persons or entities that abuse these policies. Examples of abuse would be intentional breakage, repeated breakage from the same actions, and returns sent without prior acknowledgement from Flowtoys.

The customer is responsible for all return shipping charges. We do not issue call tags. We will recharge the shipping fee for all packages returned to us due to an undeliverable address or customer refusal.

Returns may take up to two weeks to be processed. If you are in a hurry, please contact us directly via e-mail and we will do our best to accommodate your request, though we cannot guarantee it.

UPGRADE TERMS
Any flowtoy in any condition may be returned for 50% of the purchase amount in credit towards new flowtoys. This upgrade policy applies only to our line of manipulation-specific props and the purchase amount applies to the retail price as listed on flowtoys.com. The upgrade policy does NOT apply to DVDs, utilikeys, pants, hipsacks or any fabric flowgear. FiberFlies have their own warranty that is similar to Flowtoys warranty, but FiberFlies are not made by Flowtoys and cannot be returned for 50% credit towards Flowtoys, only towards new FiberFlies.

The amount credited may not exceed 50% of the new purchase. All returned item credit must be used in a single purchase. You get the best deal when your purchase amount is equal or greater than the value of your returned goods. If you do not have your receipt, we will assume the lowest purchase value for returned flowtoys (eg. sale/discount value).

If you would like brand-new spiffy looking parts to replace your old, worn crystal cases, tubes and caps, you can send your old rigs in and get credit towards a replacement/upgrade.

Credit towards other items will be given for complete products only. Because flowtoys replaces broken parts for free, we can only give credit for a complete rig (poi, staff etc.), not just the parts or leashes. Flowlights and other light units are NOT considered part of a rig and may be returned separately.

Upgrade/replacement credit cannot be combined with other discounts, coupon codes, combination offers or pricebreaks from ordering accessories with rigs.

Oggpoi: Credit only given when returned as part of a full set (pair of oggpoi with charging base and wall adaptors). Stand-alone oggz chargers, ogg units or leashes alone cannot be sent back for credit. Please do NOT send back oggpoi made by other companies - we can tell and will not be able to offer any credit.
GENERAL REPLACEMENT POLICY FOR SPECIFIC PRODUCTS

> FLOWLIGHTS
If your flowlight is defective/not working properly and not physically damaged (cracks, split shell, signs of water damage etc.), we will replace it for free.

If your flowlight is defective and show signs of physical damage (cracked, split, glued or water damage), we will replace it for $10/light+shipping.

If you would like an upgrade or a different color flowlight at any point, you can send your old flowlight in and get a new one for $10+shipping.


--> Please check the area between the button and the battery door - take out the battery door and pull the shell apart - if there is a crack there, that's considered physical damage.

--> If you are replacing or upgrading, you can choose any other color from our currently available colors, EXCEPT watermelon! All proceeds from watermelon lights go to fundtheflowarts.org, so we cannot replace or exchange with a watermelon light, unless you send back a defective watermelon light.

‡ You MUST send your flowlight back to us to qualify for warranty or upgrade.
Return instructions below.
Many apparently faulty flowlight behavior are due to a battery or battery contact issue. We recommend you check the troubleshooting tips to see if the issue is something that can be fixed through the tips and videos provided there.

Note that when we receive your light, we will check with a freshly charged battery and a jig that checks the battery springs. If the light works fine, we will tune it up and send it back to you - we will contact you to pay for the return shipping. People often think their batteries are good, but sometimes half the lights we get back are low battery issues or have dirt on the springs.

Batteries matter!
If you are using alkalines, make sure they are really good quality and fully charged. We can't tell you how much of a difference good batteries make in the flowlights. They were designed with rechargeable NiMHs in mind - they draw a lot of power and most alkalines can't keep up. The difference between a rechageable NiMH and a cheap or low alkaline can be 7 hours of uninterrupted run time versus 30 minutes and rapid disappointment. And not fully charged or cheap alkalines make the flowlight behave strangely - like turning off for no reason or appearing hard to turn on.

New rechargeable NiMHs do NOT come charged as they discharge over time - make sure they are fully charged shortly before use.

Generation 2 flowlights can take true lithium ion rechargeable batteries, but do NOT use them in pre-Generation 2 lights! Gen2 lights are dated 01.11 or later and say "Generation 2" on the right topside of the circuit board.

Do not use rechargeable alkalines or NiCD - rechargeable alkalines cannot handle the current draw of the flowlight and NiCDs don't have a lot of power for their size and don't last long. Return instructions below.

> TOROFLUX
If your toroflux is deformed, you can return it for a half price replacement ($12.50+shipping). You must send back your toroflux to qualify for replacement. Return instructions below.

> MODULAR SYSTEM PARTS
Contact us if any non-electronic modular system parts (crystal cases, caps, tubes) are defective or broken. Unless they were seriously abused, we will replace your broken parts for free. Return instructions.

> FLOWLIGHT WAND

If it's a joint that's broken, we can fix it for $20/joint + shipping
If it's a light that's broken, we can fix it for $50 + shipping
If you would like to get the whole wand replaced, it's a $100 replacement + shipping
Please send your broken wand and all its parts WITH the carrying tube! Otherwise we will have to charge you $20 for the new tube when we send the fixed/replaced wand. Return instructions below.

> DVDs, utilikeys, hipsacks, pants and fabric gear

We cannot replace or refund any DVDs and utilikeys that have been opened, or any fabric-based gear that has been used, including furry covers, hipsacks, t-shirts and action pants. If you purchased t-shirts or pants, and found that they did not fit you, you can return them in brand new condition and we will refund you the cost of the item. You will have to cover shipping back to us. Return instructions below.

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RETURNS, REPLACEMENTS + UPGRADES: INSTRUCTIONS

Step 1.
Contact us at returns@flowtoys.com before sending anything!
Do NOT send items to us without first contacting us. We are not responsible for lost or damaged merchandise that has been shipped to us.

Include the following in your e-mail message:
- Your name and contact info
- Your flowtoys order ID, or where you got your Flowtoys from (xyz site, festival, gift)
- What is happening with your Flowtoys item: be specific - mention the item and issue.
- If you are considering an upgrade, please tell us what items/rig you would like to send in, and what you would like as an upgrade.
- Whether you are looking for an upgrade, return or replacement.
We will respond to your email within 3 business days with support, and/or send you details for your upgrade/return/replacement.

Please go through the troubleshooting tips that we direct you towards. If you return a functioning item because you did not go through the troubleshooting tips, we will return it to you and you will be responsible for shipping back to you.


Step 2.
Download and fill out relevant form(s).
Once we OK your return --> Download, print and fill out the relevant form(s), and send the completed form with your returned item(s)
> Flowlight
> Non-flowlight items (caps, connectors, tubes etc.)
> Flowlight wand

Step 3. Packaging and shipping your items to us.
If saving money is important to you, we recommend returning items in a regular envelope with minimal packaging and sending it via First Class mail or some other cheapo shipping option. Please choose a sturdy envelope or reinforce your package with packing tape, so your lights do not fall out on their way to us!

If time is of the essence and tracking is important to you, you can return items in USPS Priority or Priority Express, UPS or Fedex. Please note that as a general rule, we do not bear the cost of shipping items to us. Please ONLY return the item that is to be replaced. Do NOT send parts that are ok, such as batteries, leashes, casings etc.

Please ONLY return the item that is to be replaced and not other parts, such as batteries, leashes, casings etc unless they are defective. This saves on fuel, packaging and postage going both ways.

If payment is required:
Sending a check/money order with the appropriate amount is the FASTEST way to get your replacements, especially for flowlight replacements! You can also pay by credit card or Paypal, but that requires us to contact you and you to get back to us before the return is completed.

REMEMBER shipping+handling in your check! Postage for common items:
- 1-4 flowlight = $5 (first class)
- 5> flowlights = $8 (priority)
- 1 toroflux = $5
We recommend using minimal packaging. Sending us one flowlight in a large box filled with non-compostable peanuts is pretty wasteful – we recommend re-using paper, plastic bags or other materials to protect an item, if you think it’s necessary. Note that newspapers or other printed materials might stain some items.

If you are returning items for refund or partial refund, any free promotional merchandise associated with your purchase must be included with your return, or we reserve the right to charge your account for the full retail fee of the promotional item(s). All promotional items must be returned in original, brand-new condition with the returned merchandise.


Step 4.
We process and complete your return.
We typically process returns 1-2 times a week. We will check out your return and contact you within 3 business days of receiving it.

If your warranty issue is straightforward and requires no payment or if you included a complete check/money order payment with your return, we will ship out your replacement immediately and send you the tracking number.

If your warranty issue requires a replacement fee or any other payment, we will contact you with payment details. If you paying with Paypal or credit card, PLEASE email us when payment is made otherwise there might be a delay in processing your return.


We inspect every product that has been returned. We reserve the right to refuse refunds and/or exchanges of returned items if one or more of the following has occurred:
- Damage due to heavy abuse
- Dirt, sand, sun and/or water damage, signs of glue, other adhesives or leaking glowstick chemicals etc. in electronic parts
- Related paperwork is absent
- You can still get credit towards another purchase, but we will not offer refund or exchanges for such items
If we're shipping items back to you: We ship all replacements via USPS First Class mail with tracking information and will send you the tracking number in an email. If you need your replacement in a hurry, you must state so in the note accompanying your return and bear the cost of expedited shipping.

If we're refunding you: We will remit the refund via your Paypal/credit card account or a Flowtoys check (for US only) for the merchandise amount minus the original shipping and handling fees. If you received free shipping on your original order, you will be refunded the merchandise amount minus our shipping/handling costs. A refund confirmation email will be sent to you.

Free promotional merchandise associated with your purchase must be included with your return, or we reserve the right to charge your credit card account for the full retail fee of the promotional item(s). All promotional items must be returned in original, brand-new condition with the returned merchandise.

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