Refund policy

# Refund and Returns Policy

## Damaged or defective items

If your item arrives damaged or defective, contact us within 30 days of delivery at support.flowstore@gmail.com. Send a photo of the item and your order number. We'll issue a full refund or send a replacement, whichever you prefer. You don't need to send the item back.

## Wrong item received

If you receive the wrong item, wrong size, or wrong colour, contact us within 30 days of delivery with a photo and your order number. We'll refund you in full or ship the correct item at no cost to you.

## Item not received

Delivery takes 3 to 30 business days. If your order hasn't arrived 50 days after your order date, contact us and we'll refund you in full or reship at no charge.

Tracking on international shipments sometimes stops updating for a week or two while a parcel is in transit. This is normal and doesn't mean your order is lost. If you're unsure, message us and we'll check on it.

## Custom rugs

Custom rugs are printed individually with the design you supply, so they can't be returned or exchanged once production begins.

Please check your image and size carefully before ordering. If your rug arrives damaged, or if the print doesn't match the file you uploaded, the damaged and wrong-item terms above still apply in full.

## Cancellations

You can cancel any order for a full refund before it ships. Message us as soon as possible — most orders are sent to our supplier within 24 hours.

## Refund processing

Approved refunds are issued to your original payment method within 5 to 10 business days. Your bank may take a few additional days to post it.

## Contact

Questions about an order, or something not covered here? Email support.flowstore@gmail.com or use the chat on our site. We read every message and aim to reply within 24 hours.