What is your return policy? We offer a 30-day money-back guarantee on all eligible Flöde products. You have 30 days after receiving your order to request a return for any reason.
Strip Kit — Returns
- Unopened Strip Kits can be returned within 30 days of delivery for a full refund.
- Once opened the Strip Kit is not eligible for return due to the consumable nature of the test strips.
- We cover the cost of return shipping. Once your return is accepted we'll provide a prepaid return label and instructions on where to send your item.
- To start a return contact us at hello@flodefilter.com with your name, email address associated with your order, and the item you'd like to return.
Lab Kit — Returns
- Lab Kits are not eligible for return or refund once purchased due to laboratory processing costs.
- If you believe there has been a laboratory error with your results contact us at hello@flodefilter.com within 14 days of receiving your report. Where a confirmed error is found we will provide a complimentary retest at no charge.
- If your kit arrives damaged we will replace it free of charge. Email hello@flodefilter.com within 48 hours of delivery with your order number and a photo of the damage.
- If your sample is lost or damaged in transit to the lab we will send you a brand new kit free of charge. No questions asked.
Refunds
- Once we receive your return we'll inspect it and notify you of the outcome.
- Approved refunds are processed to your original payment method within 7 business days.
- Original shipping charges are non-refundable unless the return is due to our error.
- We'll notify you by email as soon as your refund has been processed.
Non-Returnable Items
The following are not eligible for return or refund under any circumstances:
- Opened Strip Kits
- Lab Kits (once purchased)
- Digital products and downloadable reports
- Gift cards or store credit
Damaged or Defective Items If anything arrives damaged or defective — regardless of the product — email hello@flodefilter.com within 48 hours of delivery with your order number and a photo. We'll make it right immediately.
