Returns & Refunds

  1. Our Return Policy

We have a 14-day return policy. You have 14 calendar days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition in which you received it — unworn, unused, with original tags attached, and in its original packaging. You will also need to provide your receipt or proof of purchase.

To start a return, please contact us at help@flowme.shop. Once your return request is reviewed and accepted, we will provide you with individual instructions on how and where to send your package. Items sent back without prior approval will not be accepted.

For any questions about returns, contact us at help@flowme.shop.

  1. Your Right of Withdrawal (EU Consumers)

In accordance with Directive 2011/83/EU on Consumer Rights and Real Decreto Legislativo 1/2007 (LGDCU), if you are a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without providing any reason.

To exercise your right of withdrawal, you must notify us at help@flowme.shop before the 14-day period expires. After notifying us, you have a further 14 calendar days to return the item to us.

The item must be returned in the same condition in which it was received — unworn, unused, with original tags, and in its original packaging.

Please note that this right applies to individual consumers (B2C) only. Professional buyers purchasing for business purposes (B2B) are not entitled to the statutory right of withdrawal under consumer protection law.

  1. Return Shipping Costs

The cost of return shipping is borne by the customer, unless the item is defective, damaged, or incorrect. You will be informed of this before completing your return request.

  1. Damages and Incorrect Items

Please inspect your order upon reception. If your item is defective, damaged, or if you have received the wrong item, contact us immediately at help@flowme.shop so we can assess the issue and resolve it. In such cases, return shipping costs will be covered by FlowMe.

  1. Non-Returnable Items

Due to the nature of our products — professional beauty supply including nail gels, gel polishes, tools, and disposable items — the following items are not eligible for return:

  • Sealed gel polishes, gels, and liquid products that have been unsealed after delivery, where return is not suitable for health or hygiene reasons
  • Manicure tools and implements (such as brushes, files, drill bits, and similar instruments) that have been used or have come into contact with skin, where return is not suitable for hygiene reasons
  • Disposable items (such as gloves, buffers, wipes, or single-use accessories) once the original packaging has been opened
  • Custom or personalised products made to your specifications
  • Perishable goods
  • Hazardous materials, flammable liquids, or gases

Items that remain fully sealed and unopened in their original packaging retain their eligibility for return within the 14-day period.

If you are unsure whether your specific item is eligible for return, please contact us at help@flowme.shop before sending anything back.

Please note that the statutory 14-day right of withdrawal applies regardless of whether an item was purchased at full price or on promotion. Discounted pricing does not affect your right to return eligible items.

  1. Exchanges

The fastest way to get the item you want is to return the item you have. Once your return is accepted, please place a new separate order for the replacement item.

  1. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If your return is approved, we will process your refund to your original payment method within 14 calendar days of receiving your return notification or of receiving the returned goods, whichever is later.

Please allow additional time for your bank or card provider to process and post the refund to your account.

If more than 14 calendar days have passed since your return was approved and you have not received your refund, please contact us at help@flowme.shop.

  1. Legal Guarantee

Consumers are entitled to the legal guarantee of conformity under Directive (EU) 2019/771 and applicable Spanish law. This statutory guarantee does not affect your rights under our return policy above.

  1. Dispute Resolution

If you are not satisfied with how we have handled your return or complaint, you may submit a dispute through the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

You also have the right to file a complaint with the consumer protection authorities of the Comunidad Valenciana (Agència Valenciana del Consum) through the official Hojas de Reclamaciones system.