Refund policy
Refund Policy
At FlowPure, nothing matters more to us than your health and safety.
Our filtration products are made for direct contact with your drinking water, which means they fall under strict food safety and hygiene standards. For this reason, once a filter has been unsealed, handled, or fitted to a tap, we're unable to accept it back into our warehouse — even if it was never used. Products of this kind are classed as personal-use hygiene items, and this rule guarantees that every FlowPure customer receives a brand-new, completely uncontaminated product every time.
That said, we know things don't always go to plan. Perhaps the product simply isn't right for you — which is why every order is covered by our 100-day money-back guarantee: a refund of 50% of your purchase price, with no need to send anything back.
Doesn't Fit Your Tap?
Don't worry — in almost every case this is solved with the right adapter. Just email us a photo of your tap and we'll send you the correct adapter completely free of charge to get you up and running. In the rare event that no adapter works for your tap, you're fully covered by the 100-day money-back guarantee described above.
Exchanges
If you'd prefer a replacement rather than a refund, we're happy to arrange an exchange. Simply get in touch with our support team and we'll sort it out for you.
How to Request a Refund or Exchange
- Email our customer care team at hello@flowpure.com with your name and order number.
- Include a brief explanation of your request (for instance, if the filter doesn't fit your tap — a photo of your tap helps us resolve it faster).
- Once we've confirmed the details, we'll issue your refund (50% of the product price), send your free adapter, or set up your exchange.
Refund Processing
Once your request is approved, we'll notify you and issue your refund within 10 business days, always to the original payment method used at checkout. Please allow additional time for your bank or card provider to post the funds to your account. If your refund hasn't arrived within 15 business days of approval, contact us at hello@flowpure.com and we'll look into it right away.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect — including damage that occurred in transit — please contact us within 14 days of delivery with your order number and photos of the issue. We'll put it right with a replacement or a full refund at no cost to you.
Warranty & Product Care
Damage resulting from misuse, neglect, or unauthorised alterations is not covered and may void eligibility for warranty replacements. For best performance and longevity, we recommend keeping water temperatures below 40°C and water pressure under 40 psi.
Non-Eligible Orders
Orders that have already been reshipped, resent, replaced, or partially refunded are not eligible for a further refund, and the original guarantee window no longer applies. For orders marked as delivered, a reshipment fee may apply where a replacement is requested.
Subscription Orders
Subscription orders are processed automatically according to your chosen schedule. Please note:
- Cancellation timing: If you cancel your subscription after an order has already been processed, the cancellation applies to future orders only — the processed order will still ship as scheduled.
- Cancelling a processed order: If you'd like to cancel an order that's already been processed, contact us as soon as possible. We'll do our best to help, but once an order has shipped it can no longer be cancelled.
EU 14-Day Cooling-Off Period
For orders shipped to the European Union, a statutory 14-day cooling-off period applies, allowing you to withdraw from your purchase for any reason. Items must be unused, unopened, and in their original packaging.
Applicability
- The 100-day money-back guarantee runs from the date your order is delivered.
- Refunds are issued at 50% of the product price, and the item does not need to be returned.
- Exchanges are available on request.
- Adapters for tap compatibility are provided free of charge.
- This policy applies to all orders placed directly through flowpure.com, wherever you are in the world.
- Nothing in this policy affects your statutory rights under the consumer protection laws of your country of residence, including your rights in relation to faulty or misdescribed goods.
Contact Us
Questions about this policy or need a hand? Email us at hello@flowpure.com — we're here to make sure you're completely happy with your FlowPure experience.
