Refund policy
We want customers to receive the correct products in acceptable condition. This policy explains when products may be returned, how refunds are handled, and how to report damaged, defective, or incorrect items.
30-DAY RETURN WINDOW
You may request a return within 30 calendar days after the product is delivered.
To begin a return, contact us at support@flowsupplystore.com before sending any product back. Please include your order number, the product you wish to return, and the reason for the return.
Products sent without prior return authorization might not be accepted. The approved return address and shipping instructions will be provided after your request is reviewed. Do not send returns to our registered business address unless we specifically instruct you to do so.
RETURN ELIGIBILITY
To qualify for a return, the product must be:
- Unused and uninstalled
- In the same condition in which it was received
- Complete with all parts, accessories, manuals, and documentation
- In its original packaging
- Accompanied by proof of purchase
Products should be packed securely to prevent damage during return shipping.
NON-RETURNABLE PRODUCTS
The following products are not eligible for change-of-mind returns:
- Products that have been installed, used, altered, damaged, or modified after delivery
- Products missing parts, accessories, documentation, or original packaging
- Customized, specially ordered, or made-to-order products
- Products clearly identified as final sale or non-returnable before purchase
- Gift cards, if offered
These exclusions do not limit any rights that apply to defective, damaged, misdescribed, or incorrectly supplied products under applicable law.
RETURN SHIPPING
For preference, compatibility, ordering-error, or other change-of-mind returns, the customer is responsible for arranging and paying for return shipping.
We recommend using a trackable and appropriately insured shipping service. We are not responsible for returned products that are lost or damaged before reaching the approved return location.
Approved returns must be sent by tracked courier or mail to the return location provided by our support team. Do not send products to our registered business address unless we specifically instruct you to do so.
RESTOCKING FEES
Flow Supply Store does not charge a restocking fee for eligible returns.
ORIGINAL SHIPPING CHARGES
Original outbound shipping charges are not refundable for preference or change-of-mind returns.
Original shipping charges may be refunded when the return results from an incorrect, damaged, defective, or materially misdescribed product supplied by us, or where required by applicable law.
DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Inspect your order promptly after delivery.
Contact support@flowsupplystore.com within three calendar days after delivery if a product arrives damaged, appears defective, or is different from what you ordered. Include:
- Your order number
- A description of the issue
- Photographs of the product
- Photographs of the packaging and shipping label where relevant
Reporting the issue within three days helps us investigate it with the fulfillment provider or carrier. This reporting request does not limit any mandatory consumer rights available under applicable law.
Please retain the product and all packaging until we provide further instructions.
COMPATIBILITY AND ORDERING RESPONSIBILITY
Customers are responsible for checking product model numbers, sizes, connections, specifications, compatibility, and application requirements before ordering.
Product information and support can help with product selection, but customers and installers remain responsible for confirming that a product is suitable for the intended system and installation.
A product ordered incorrectly may be returned only when it meets the standard return conditions described in this policy.
REFUNDS
We will inspect returned products after they are received.
When a return is approved, the eligible refund will be issued to the original payment method within 5–10 business days after inspection and approval.
Your bank, card issuer, or payment provider may require additional time to post the refund to your account.
We will notify you if a refund is rejected or reduced because the returned product does not meet this policy.
EXCHANGES
We do not guarantee direct exchanges.
The usual process is to return the eligible product for a refund and place a new order for the required product. We may provide alternative instructions depending on product availability and the circumstances of the request.
ORDER CANCELLATIONS
Contact support@flowsupplystore.com as soon as possible to request a cancellation.
We will cancel the order and issue a full refund when the request is received before the order has entered fulfillment or been dispatched.
Once an order has been packed, transferred to a fulfillment or shipping provider, fulfilled, or dispatched, cancellation will no longer be possible. In that situation, the order may need to be delivered and handled under this Return and Refund Policy.
Approved cancellations are refunded to the original payment method. Flow Supply Store does not charge a cancellation fee, although the payment provider may require additional time to post the refund.
We may cancel an order if:
- A product becomes unavailable
- Payment cannot be verified
- Shipping information is incomplete or invalid
- We identify an obvious pricing, specification, availability, or product-information error
- We reasonably suspect fraud or unauthorized activity
If we cancel an order after payment has been collected, we will issue a full refund.
CONSUMER RIGHTS
Nothing in this policy excludes or limits rights or remedies that cannot legally be excluded or limited under applicable consumer-protection laws.
CONTACT
Flow Supply Store
Operated by Karajeh Trading FZC LLC
CWS-1V-227879, 26th Floor
Amber Gem Tower, Sheikh Khalifa Street
Ajman, United Arab Emirates
Customer support email: support@flowsupplystore.com
Customer support phone number: +971 50 989 7348