Refund policy
Last updated: 13 April 2026
30-day returns
You have 30 days from the date of delivery to return an unused, unopened kit for a full refund. To start a return, email us at contact@theflowbrand.co.uk with your name, order number, and the item you wish to return.
Items must be unused, unopened, and in their original packaging to be eligible for a return. Kits that have been opened and whose materials have been used (for example, paints opened, canvas used, or mosaic pieces removed from packaging) cannot be returned unless they are faulty.
You are responsible for the cost of returning goods to us unless the item is faulty or we sent you the wrong product. We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit back to us.
Once we have received and inspected the returned item, we will process your refund within 14 days to your original payment method. Please allow additional time for the refund to appear in your account depending on your bank or card issuer.
We will refund the full price of the goods. If you paid for shipping, we will also refund the standard delivery cost (not any express or premium delivery charges you may have chosen). If you are returning only some items from a multi-item order, shipping costs will not be refunded.
Statutory cancellation right
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you also have a statutory right to cancel your order within 14 days of receiving your goods without giving any reason. Our 30-day returns period is in addition to, and does not replace, this statutory right.
To exercise your right to cancel, contact us at contact@theflowbrand.co.uk stating your name, order number, and which items you wish to return.
Exchanges
We do not currently offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order for the item you want.
Faulty or damaged items
If your item arrives faulty or damaged, contact us at contact@theflowbrand.co.uk within 48 hours of delivery. Include your order number, a description of the issue, and photographs where possible. We will respond within 2 business days and arrange a replacement or full refund. We will cover all return costs.
Gift purchases
If you have purchased a product as a gift, the recipient may contact us to arrange a return or exchange, provided they can supply the order number. Refunds for gift purchases will be issued to the original payment method used by the purchaser.
Contact
Returns: contact@theflowbrand.co.uk
Post: Imagiland UK LTD, 124-128 City Road, London, England, EC1V 2NX
Imagiland UK LTD | Company No. 15905615 | trading as The Flow Brand
