The complete payment is returned to the original payment method.
Returns, cancellations & refunds
Returns that feel easy.
Cancel your pre-order before dispatch for a full refund. If something isn’t right after delivery, real people will help arrange the next step.
01Cancel before dispatch
0214-day change-of-mind window
03Free collection for faults
04Human reply within 24 hours
Before dispatch
Changed your mind?
That’s completely fine.
Both payment routes are fully refundable until dispatch. No cancellation fee, no administration charge and no awkward conversation.
Your deposit is returned and the future £449 balance is cancelled.
1RequestEmail your order number
2ConfirmationWe confirm your cancellation
3RefundReturned to the original method
After delivery
Time to make sure
Flowie is right.
Tell us within 14 days of receiving Flowie if you want to cancel. You then have another 14 days to return it or make it available for collection.
Tell us within14days+Return within14days
UK-mainland collection£35
We arrange the heavy-item collection and absorb any carrier cost above this amount.
- 01Let us knowComplete the form or email us.↘
Include your order number and tell us you have changed your mind.
- 02Collection arrangedWe organise the right carrier.↘
You receive the collection date and clear preparation instructions.
- 03Prepare FlowieKeep it upright and protected.↘
Include every supplied component and use the original packaging where possible.
- 04Refund processedClear and properly itemised.✓
The £35 collection charge and any lawful diminished-value deduction are shown clearly.
Preparing an air conditioner
Safe, upright
and ready to go.
Flowie is a substantial appliance with sealed refrigerant. These simple steps protect the product, your home and the collection team.
- 01Switch off and unplug✓
Allow the unit to settle before packing.
- 02Drain collected water✓
Follow the drainage steps in your manual.
- 03Keep Flowie upright✓
Never turn it sideways or upside down.
- 04Include every component✓
Hose, window kit, connectors, remote and documents.
- 05Protect it securely✓
Reuse the original packaging where reasonably possible.
- 06Never dismantle it✓
Do not open, puncture or remove sealed refrigerant.
Something isn’t right
We’ll help put it right.
Faulty, damaged, incorrect or misdescribed products are never treated as a change-of-mind return.
Tell us what arrived.
Send your order number and a description. Photos of the product and packaging help us move quickly.
- Free collection where required
- Replacement, missing part or refund
- Reporting within 48 hours helps, but does not affect your statutory rights
Start with a real person.
We’ll listen, help diagnose the problem and explain the appropriate remedy clearly.
- Free collection for an eligible fault
- Repair, replacement or refund as applicable
- Two-year Flowie warranty alongside statutory rights
First 30 daysShort-term right to reject
You may be entitled to reject faulty, misdescribed or unfit goods for a refund.
After 30 daysRepair or replacement
We normally investigate and offer an appropriate repair or replacement first.
Two-year warrantyAdditional Flowie cover
Eligible manufacturing faults are supported without restricting your legal rights.
At a glance
Clear costs.
No surprises.
What you pay depends on why the product is being returned—not how difficult the problem is to explain.
SituationCollectionOutcome
Cancelled before dispatchFree
Every payment returned
Change of mind after delivery£35
Product and standard delivery refunded, subject to condition
Faulty or not as describedFree
Repair, replacement or refund as applicable
Damaged or incorrect deliveryFree
Replacement, missing part or refund
Never charged✓ No pre-order cancellation fee✓ No administration fee✓ No eligible-fault collection fee
Start a return
Tell us what’s happened.
Give us the essentials and a member of the Flowie team will explain the next step. Please do not send the appliance anywhere before receiving instructions.
returns@flowie.co.ukExpected responseWithin 24 hours, seven days a week
Good to know
Returns, answered.
Yes. Both payment options are fully refundable at any point before dispatch.
Yes. Before dispatch, the £50 deposit is returned and the future £449 balance is cancelled.
If April 2027 changes materially, we’ll explain the change and let you continue or cancel for a full refund.
Yes. Opening the packaging does not remove your cancellation rights. You may inspect Flowie as you reasonably could in a shop.
Please keep and reuse it where reasonably possible. Without it, Flowie must still be protected safely and securely for collection.
Change-of-mind collection from a UK-mainland address is £35. Collection is free for eligible faulty, damaged, incorrect or misdescribed products.
We aim to issue pre-dispatch refunds within five working days. Banks may take additional time to display the money.
No. Flowie’s two-year warranty is additional cover and does not replace or restrict statutory consumer rights.