Refund policy
Returns & Refunds
Returns
We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. To be eligible for a return, the item must be in the same condition that you received it – unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, please contact us at contact@floowaco.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If you have any questions about returns, please contact us at contact@floowaco.com at any time.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and put it right.
Exceptions / Non-returnable items
Certain items cannot be returned, such as perishable goods (for example, food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as cosmetics). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have any questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
14-day right of withdrawal within the European Union
Notwithstanding the above, if the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, your item must be in the same condition that you received it – unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund. If more than 15 business days have passed since we approved your return, please contact us at contact@floowaco.com.
Updated: March 2026
Right of withdrawal under the Consumer Protection Act (KSchG)
In accordance with the Austrian Consumer Protection Act (KSchG) and the EU Consumer Rights Directive, you have the right to withdraw from your order within 14 days of receiving the goods.
Right of withdrawal
You may withdraw from your order within 14 days of delivery. To exercise this right, please contact us at: contact@floowaco.com. You will then have a further 14 days to send the item back.
Return conditions
Items must:
- be unused and in resaleable condition
- be returned in their original packaging
We reserve the right to refuse returns that do not meet these conditions.
Return shipping costs
The customer is responsible for return shipping costs. Original shipping costs are non-refundable.
Refunds
Refunds will be processed within 5–10 business days after the returned item has been inspected. We reserve the right to reduce the refund amount if the item shows signs of use.
Damaged or incorrect items
You must contact us within 48 hours of delivery, with photographic evidence. Where applicable, we will offer a replacement or a refund.
Chargebacks & disputes
Customers agree to contact us directly before opening a dispute with their payment provider. We are committed to resolving issues quickly and fairly. Unjustified chargebacks may be contested with supporting evidence, including order confirmation, tracking information, and acceptance of our policies at checkout.