Returns & Refunds Policy

We want you to enjoy your FlowStyx purchase. If something isn't right, we're here to help.

For all returns, refunds, exchanges and product support, please contact support@flowstyx.com with your order number.

1. Changing Your Mind – 14-Day Returns

If you purchase from us online as a consumer, you normally have the right to cancel your order for any reason within 14 days after the day you receive your goods.

If your order arrives in multiple deliveries, the cancellation period begins after you receive the final item.

This right also applies to eligible sale and discounted products.

To exercise your cancellation right, email support@flowstyx.com within the 14-day period, providing your order number and a clear statement that you wish to cancel. You do not need to provide a reason.

After notifying us, please return your items within a further 14 days to:

FlowStyx Ltd
199D Eade Road
London, N4 1DN
United Kingdom

Please package the items securely and retain proof of postage.

For change-of-mind returns, customers are responsible for the direct cost of return postage unless otherwise agreed.

You may inspect and handle the product as you would in a physical shop. Original packaging is preferred but is not required to exercise your statutory cancellation rights.

We may make a lawful deduction from your refund if the product's value has been diminished through handling beyond what is necessary to establish its nature, characteristics and functioning.

2. Refunds

Once you have exercised your cancellation right, we will refund:

• The price paid for the returned goods.

• The cost of our least expensive standard outbound delivery service, where applicable.

If you selected a more expensive delivery option, the additional delivery cost is not refundable.

Refunds will be issued to your original payment method unless you expressly agree otherwise.

We will process your refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first.

Your bank or payment provider may require additional time to make the funds available.

3. Damaged, Faulty or Incorrect Products

We take pride in making durable, repairable products and want every FiddleStyx to arrive in excellent condition.

If your order arrives damaged, defective, incorrect or not as described, please contact support@flowstyx.com with your order number and, where helpful, photographs of the issue.

We will work with you to arrange an appropriate remedy, which may include:

• A replacement product or component.

• A repair where appropriate.

• A full or partial refund, where applicable.

Where goods must be returned because they are faulty or incorrectly supplied, we will cover reasonable return postage or arrange an appropriate return method.

Under the UK Consumer Rights Act 2015, consumers have statutory protections, including a short-term right to reject faulty goods within 30 days in qualifying circumstances, and other remedies that may apply after this period.

Nothing in this policy limits or excludes your statutory consumer rights.

4. Exchanges

Want a different colour or product? We're happy to help where possible.

Please email support@flowstyx.com with your order number and the item you would prefer.

Depending on availability, we can discuss arranging an exchange or returning your original purchase and placing a new order.

Exchanges are subject to stock availability. Your statutory rights remain unaffected.

5. Replacement Parts and Repairs

FiddleStyx are designed with modular, replaceable components to help extend their useful life.

If you've lost or damaged a component, you may not need to replace the entire toy.

We offer replacement cores and ends separately, allowing you to repair, refresh or customise your existing FiddleStyx.

Visit our replacement parts collection or contact support@flowstyx.com for assistance.

Purchasing replacement parts is optional and does not affect your rights concerning faulty goods.

6. Customised Products

Selecting colours or components from our standard product range does not, by itself, remove your statutory cancellation rights.

Genuinely bespoke products or items made to a customer's unique personal specifications may qualify for an exception to the usual 14-day cancellation right.

Where an exception applies, we will make this clear before purchase.

Your rights relating to faulty, damaged or misdescribed goods remain unaffected.

7. International Returns

European Union

Customers in the European Union generally have a 14-day cooling-off right for eligible online purchases, subject to applicable legal exceptions.

We respect the mandatory consumer protection rights that apply in customers' countries.

Other international destinations

For customers outside the UK and EU, we voluntarily accept requests for change-of-mind returns of eligible physical goods within 14 days of delivery, subject to the return conditions outlined above and any mandatory local consumer laws.

Customers are responsible for return postage on change-of-mind returns.

For assistance with international returns, please contact support@flowstyx.com before posting your item.

8. Optional Cancellation Template

You can exercise your right to cancel simply by emailing us. You do not have to use this form, but you may copy and complete it if you prefer.

To: support@flowstyx.com

I hereby give notice that I cancel my contract for the purchase of the following goods:

• Order number:

• Product(s):

• Date ordered:

• Date received:

• Customer name:

• Customer address:

• Date of cancellation:

Please email your completed form to support@flowstyx.com.

Contact Us

If you have any questions about your order, returns, exchanges, refunds or replacement parts, please get in touch.

Customer Support: support@flowstyx.com

Return Address:
FlowStyx Ltd
199D Eade Road
London, N4 1DN
United Kingdom