Return Policy

Last updated: 6 November 2025

1. Introduction

We want you to be completely satisfied with your purchase from Flowa. However, due to the personal and intimate nature of our products, we maintain a clear and strict return policy in accordance with Dutch and EU consumer protection law. Please read this policy carefully before placing an order.

2. Right of Withdrawal (14 Days)

Under EU law, you have the right to withdraw from your purchase within fourteen (14) days after receiving your order, without giving any reason. To start a return, please email us at flowatoys@gmail.com within this 14-day period, including your order number and reason for return. Returns sent without prior contact or after this period may not be accepted.

The product must be returned within fourteen (14) days of notifying your withdrawal. Return shipping costs are the responsibility of the customer.

3. Hygiene and Safety Restrictions

Because our products are designed for intimate personal use, we take hygiene and customer safety extremely seriously. Therefore, the following conditions strictly apply. Products can only be returned if the hygiene seal has not been removed or tampered with. Once the seal is broken, the product is considered used and cannot be returned for hygiene reasons, even if unused. This rule applies to all intimate items, including massagers, vibrators, and accessories.

If the hygiene seal is intact, the item must be unused, in its original packaging, and in resellable condition. Returns that do not meet these conditions will not be refunded and may be returned to the customer at their expense.

4. Damaged or Defective Products

If your product arrives defective or damaged, please contact us within forty-eight (48) hours of delivery by emailing flowatoys@gmail.com with clear photos of the product and packaging. After review, we will provide a suitable solution — either a replacement, repair, or refund. Damage caused by misuse, neglect, or normal wear and tear is not covered under our return policy.

5. Return Shipping and Processing

Return shipping costs are paid by the customer. We recommend using a trackable shipping method and keeping proof of postage. We cannot be held responsible for returns that are lost or damaged during transit. Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within fourteen (14) days to your original payment method.

6. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns of products where the hygiene seal has been broken or removed, items returned without original packaging, used or damaged items, or gift cards and digital products.

7. Order Cancellations

Orders can only be cancelled before they are shipped. Once your order has been processed and a shipping label created, it cannot be cancelled. Please contact us as soon as possible if you wish to modify or cancel your order.

8. Contact Information

For any return or refund inquiries, please contact us at flowatoys@gmail.com or by post at PrimeSelects, Zambezistroom 13, 2721 DC Zoetermeer, Netherlands.