returns

We understand that products may not meet your expectations on receipt, that life happens, and sometimes you need an "undo" button. We stand by the quality of our products and service, and accept returns on merchandise purchased from flowtoys.com within 30 days of purchase.

  1. Returns must be postmarked to Flowtoys within 30 days from date of purchase.
  2. Items will only be accepted for a full refund if they are in perfect resellable condition and include all original accessories (cables, batteries, etc.)
  3. Items not in new resellable condition will incur a 20% restocking fee.
  4. You are responsible for shipping the product to us for processing. Additionally, shipping charges on your original order are non-refundable.
  5. We cannot accept returns for refund for the following items: custom props, sale items, opened DVDs, worn fabric items, and cut items such as cut cord and grip. These items are eligible for replacement or upgrade through our forever flow lifetime warranty.


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Instructions for returns

Step 1. Contact us at returns@flowtoys.com before sending anything - we will respond kindly!

Please do NOT send items to us without first contacting us. Many issues can be fixed with troubleshooting, and we would be happy to help you figure out a solution before troubling you with shipping things back. Also we cannot be 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 number, or the email address you used to place the order
  • Reason for return
  • If you are considering an upgrade or replacement, 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 return.

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, we will return it to you and you will be responsible for return shipping 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).

Download your warranty forms here:

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 items 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 return the entire item including 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.
 

    Postage for common items:
  • 1-4 flowlights = $5 (first class)
  • 5> flowlights; podpoi = $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.

Step 4. We process and complete your return.

We typically process returns 1-2 times a week. We will check out what you sent in, and contact you within 3 business days of receiving it.

If your return is straightforward, we will refund you immediately after inspection and notify you of the refund via email.

If your return doesn't meet requirements or needs special handling, we will contact you via email.

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.

Refund details: 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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