Policies

Return & Exchange Policy

At The New Flow Co., we want you to be completely satisfied with your purchase. If for any reason you're not happy, we’ve made it easy for you to return or exchange your items. Please read our return and exchange guidelines below to ensure a smooth and hassle-free experience.

Eligibility for Returns & Exchanges

We accept returns and exchanges under the following conditions:

1. Incorrect or Damaged Items:

   • If you receive a defective, damaged, or incorrect item, please contact us via email at thenewflow.co@gmail.com within 7 days of receiving your order. You’ll need to ship the item back to us, and once we receive it, we’ll send you a replacement at no additional cost.

2. Change of Mind or Sizing Issues:

   • If you’ve changed your mind, ordered the wrong size, or just don’t love the item, we’ll accept returns or exchanges within 14 days of receiving your order.
   • Please note that customers are responsible for the return shipping cost, and the item must be returned in new, unworn condition with all original tags and packaging.
   • Refund Process: After receiving your returned item, we will process your refund to the original payment method, minus the shipping cost. Returns must be shipped back to us at your expense.

3. Exchanges:

   • We’re happy to exchange items for a different size, color, or style (subject to availability) if you request an exchange within 14 days of receiving your order.
   • You are responsible for the cost of return shipping, and we’ll send you the replacement item once we receive the returned item.

Non-Returnable Items

The following items are non-returnable for health, hygiene, and safety reasons:

• Custom or personalized items
• Undergarments or swimwear
• Items marked as "final sale" during checkout

Return Process

To initiate a return or exchange:

1. Contact Us: If you experience any issues with your order or items, please reach out to us via email at thenewflow.co@gmail.com with your order number, the reason for the return or exchange, and whether you prefer a refund or replacement.
2. Return Authorization: Once we’ve approved your return, we will send you instructions on how to send the item back, along with the return address. You are responsible for the return shipping costs unless the item is defective or incorrect.
3. Shipping Back: Please ship the item back to us in its original condition and packaging. We recommend using a trackable shipping service to ensure it reaches us safely.
4. Refunds/Exchanges: After we receive and inspect the returned item, we’ll process your refund or exchange. Refunds will be issued to the original payment method minus shipping fees. Exchanges will be processed and shipped within 5-7 business days.

Refund Timing

Once your return is received and processed:

• Refunds to your payment method will be completed within 5-7 business days.
• You’ll receive a confirmation email once the refund has been processed.

Order Cancellations

Orders can be canceled within 24 hours of placing the order. After this period, we begin processing and cannot guarantee a cancellation. If you wish to cancel an order, please email us at thenewflow.co@gmail.com as soon as possible, and we’ll do our best to accommodate your request.

Important Notes:

• Restocking Fees: We reserve the right to charge a small restocking fee (up to 10%) for returns that are not defective or incorrect.
• Condition of Returns: Items must be unused and unworn with all original tags and packaging. Any items returned with visible signs of wear or damage will not be accepted.
• Late Returns: We can only accept returns for items returned within 14 days of receipt. Items returned after this period will not be processed for a refund or exchange.

By shopping with us, you agree to these terms and conditions. Our goal is to ensure you love your purchase, but we also want to maintain a fair and reasonable return process for both sides.