Refund policy

This policy applies to purchases made directly through the FLOWBIO website at flowbio.com. If you purchased your FLOWBIO Sensor from a third-party retailer, please refer to their returns policy.

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your FLOWBIO Sensor, without giving any reason.

To exercise this right, contact us at support@flowbio.com or in writing to the address on our website with a clear statement of your decision to cancel.

If you cancel within this period, we will reimburse all payments received from you, excluding delivery costs (except where you chose a more expensive delivery option than our standard rate, in which case we reimburse the standard rate only).

You must return the goods within 14 days of notifying us of your cancellation. The deadline is met if you send the goods back before the 14-day period expires. Return postage costs are your responsibility. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and function.

Important: Condition of Returned Goods

Because the FLOWBIO Sensor is a personal, wearable device that comes into contact with bodily fluids, we are unable to offer refunds on any product that has been opened, activated, or used.

We offer a full refund on the product price (excluding shipping and handling costs) within 14 days of delivery, provided the item is unused, unopened, and in its original sealed condition.

If an order is returned to us due to customs rejection, unpaid duties, or refusal of import, we will issue a refund only if the product is unopened and unused. In these cases, the refund will be minus all shipping and handling costs, including the original outbound shipping fee and the return shipping fee charged by the carrier.

Once a Sensor has been opened, activated, or worn, it is no longer eligible for return or refund.

Faulty Goods

If your FLOWBIO Sensor develops a fault within the warranty period, you are entitled to a repair, replacement, or refund.

Contact support@flowbio.com as soon as possible with your order number and details of the fault. We may ask for photos or video to help us assess the issue.

Your options:

Repair: We will attempt to repair the faulty Sensor free of charge.
Replacement: If a repair is not possible, we will provide a replacement Sensor.
Refund: If neither repair nor replacement is possible, or if the outcome is unsatisfactory, you are entitled to a full refund.

We will cover the cost of return postage for all confirmed faulty items.

Warranty

Your FLOWBIO Sensor comes with a 12-month warranty from the date of delivery. If your Sensor develops a fault due to a manufacturing defect during this period, we will repair or replace it free of charge.

This warranty covers technical malfunctions, manufacturing faults, and non-functional components not caused by user damage or everyday wear.

To make a warranty claim, email team@flowbio.com with your order confirmation and a description of the issue. We may ask for the return of the Sensor for inspection.

Exclusions

This policy does not cover:

Damage caused by misuse, neglect, or accidental damage.
Normal wear and tear.
Consumable items such as adhesive patches once used.
Issues arising from use outside the product's intended purpose.
Damage resulting from water ingress, improper charging, failure to use the supplied silicone plug, or the use of unapproved chargers.

How to Return an Item

Contact our support team at support@flowbio.com to initiate the return.
Provide your order number, reason for return, and any relevant details or evidence of the fault.
We will provide return instructions, including the return address.
Pack the item securely. We recommend using the original packaging where possible.
Obtain proof of postage from your carrier.

Refunds

Refunds are processed within 14 days of us receiving the returned item (or proof of postage) and issued to the original payment method.

Your Statutory Rights

This policy is governed by the laws of England and Wales. Your statutory rights are not affected. FLOWBIO reserves the right to amend this policy at any time.

If you have any questions, contact us at support@flowbio.com.