Terms of service
Last updated: 9 March 2026
1. About these terms
These Terms and Conditions of Sale ("Terms") govern all purchases made through theflowbrand.co.uk ("the Site"). Please read them carefully before placing an order.
The Site is operated by Imagiland UK LTD, a company registered in England and Wales under company number 15905615, trading as The Flow Brand.
Registered address: 124-128 City Road, London, England, EC1V 2NX Contact email: contact@theflowbrand.co.uk
By placing an order through the Site, you agree to be bound by these Terms. If you do not agree to these Terms, please do not place an order.
These Terms, together with our Privacy Policy and Cookie Policy, form the entire agreement between you and us regarding your purchase.
Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. Who can place an order
To place an order through the Site, you must be at least 18 years old and resident in the United Kingdom. By placing an order, you confirm that you meet these requirements and that the information you provide is accurate and complete.
We currently deliver to addresses within the United Kingdom only.
3. Our products
We sell premium creative hobby kits, including all-in-one painting kits (Flow Art) and magnetic mosaic puzzles (Flow Mosaic). Each kit is designed to be a complete, self-contained creative experience.
We make every effort to ensure that product descriptions, images, and specifications on the Site are accurate. However, colours may appear slightly different on screen compared to the physical product due to variations in display settings. Product images are for illustrative purposes and the actual product packaging or contents may differ slightly from what is shown.
Video tutorials
Many of our kits include access to guided video tutorials, which can be accessed by holding your phone near the product packaging (NFC) or via a link provided with the kit. These tutorials are provided for your personal, non-commercial use only. You may not copy, redistribute, upload, broadcast, or make the tutorial content available to any third party. We reserve the right to update, modify, or remove tutorial content at any time, though we will always endeavour to maintain access for customers who have purchased the relevant kit.
4. Pricing
All prices displayed on the Site are in pounds sterling (£) and include any applicable taxes. As we are not currently VAT registered, prices do not include VAT.
We take reasonable care to ensure that prices are correct at the time they are displayed on the Site. If we discover an obvious pricing error before we have accepted your order, we will contact you to inform you of the correct price. You will then have the option to proceed at the correct price or cancel the order for a full refund.
Prices may change at any time, but changes will not affect orders that we have already confirmed.
5. Placing an order and how the contract is formed
Placing an order through the Site is a multi-step process:
Step 1 — You place your order. When you click "Complete order" (or equivalent) at checkout, you are making an offer to purchase the products in your cart at the stated price. This is not yet a binding contract.
Step 2 — We acknowledge your order. You will receive an automatic order confirmation email. This acknowledges that we have received your order but does not mean we have accepted it.
Step 3 — We accept your order. The contract between you and us is formed when we dispatch your order and send you a shipping confirmation email. At that point, the purchase is legally binding.
We reserve the right to decline or cancel any order for any reason, including if a product is out of stock, if there is a pricing error, or if we suspect fraudulent activity. If we cancel an order after payment has been taken, we will refund you in full promptly.
6. Payment
We accept payment via the methods displayed at checkout. All payments are processed securely by Shopify Payments. We do not store or have access to your full payment card details.
Payment is taken at the time you place your order. If your payment is declined, your order will not be processed.
All transactions are subject to verification and authorisation by your card issuer. If your issuer refuses to authorise payment, we will not be liable for any delay or non-delivery.
7. Discount codes and promotions
From time to time, we may offer discount codes or promotional offers. Unless otherwise stated, discount codes are subject to the following conditions: they cannot be combined with other discount codes or promotions, they have no cash value and cannot be exchanged for cash, they may be subject to a minimum spend, maximum use, or expiry date, and we reserve the right to withdraw or modify any promotion at any time.
We offer free standard UK shipping and 10% off your first order when you sign up to our mailing list. This offer is limited to one use per customer and applies to your first purchase only.
8. Shipping and delivery
Shipping rates
|
Service |
Cost |
Estimated delivery |
|---|---|---|
|
Standard UK delivery (mailing list subscribers) |
Free |
3–5 business days |
|
Standard UK delivery |
£2.99 |
3–5 business days |
Delivery times are estimates, not guarantees. They are calculated in business days (Monday to Friday, excluding bank holidays) from the date of dispatch, not the date of order. We will provide you with tracking information where available.
Dispatch times
Orders are typically dispatched within 1–2 business days of payment being received. During peak periods (such as Christmas, Black Friday, or product launches), dispatch may take longer. We will notify you if there is a significant delay.
Delivery issues
We use trusted delivery partners to ship your order. Once your order has been handed to the carrier, delivery times are outside our direct control. However, if your order has not arrived within 10 business days of dispatch, please contact us at contact@theflowbrand.co.uk and we will investigate.
If your order arrives damaged, please contact us within 48 hours of delivery with photographs of the damage. We will arrange a replacement or full refund at no additional cost to you.
Failed deliveries
If delivery is attempted and fails because no one is available to accept the parcel, the carrier will follow their standard redelivery or collection procedures. If a parcel is returned to us because it could not be delivered (for example, due to an incorrect address provided by you), we will contact you to arrange redelivery. You may be responsible for additional shipping costs in this case.
9. Your right to cancel (cooling-off period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is your statutory right and nothing in these Terms reduces it.
In addition to your statutory rights, we offer an extended 30-day returns period from the date of delivery. This means you have 30 days from the day you (or someone you nominate) receive the goods to notify us that you wish to cancel.
To cancel, please contact us at returns@theflowbrand.co.uk stating your name, order number, and which items you wish to return. You may also use the model cancellation form set out in Schedule 3 of the Consumer Contracts Regulations, but this is not required.
Conditions for returns
To be eligible for a return, items must be unused, unopened, and in their original packaging. If a kit has been opened and materials have been used (for example, paints opened, canvas used, or mosaic pieces removed from packaging), we cannot accept a return unless the product is faulty.
This does not affect your statutory rights. If a product is faulty or not as described, you are entitled to a refund regardless of whether the product has been opened or used (see section 11 below).
Returning the goods
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.
Please return items to the address we provide when you notify us of the return. Do not send returns to our registered office unless specifically instructed to do so.
Refund process
Once we have received and inspected the returned item, we will process your refund within 14 days. Refunds will be issued to the 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.
10. Exchanges
We do not currently offer direct exchanges. If you wish to exchange a product, please return the original item for a refund (following the returns process above) and place a new order for the item you want.
11. Faulty or incorrect goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If you receive a product that is faulty, damaged, or not what you ordered, you are entitled to the following remedies:
Within 30 days of delivery: You are entitled to a full refund for goods that are faulty or not as described.
After 30 days but within 6 months of delivery: We will offer a repair or replacement. If the repair or replacement is unsuccessful, you are entitled to a full refund.
After 6 months but within 6 years of delivery: You may still be entitled to a repair, replacement, or partial refund, but you may need to demonstrate that the fault was present at the time of delivery.
To report a faulty or incorrect item, please contact us at returns@theflowbrand.co.uk with your order number, a description of the issue, and photographs where possible. We will respond within 2 business days.
We will cover the cost of returning faulty or incorrect goods.
12. 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.
13. Our liability
We do not exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.
Subject to the above, our total liability to you in connection with any order shall not exceed the total amount you paid for that order.
We are not liable for any indirect, consequential, or special losses arising from or in connection with your order, including loss of profit, loss of data, loss of goodwill, or wasted time.
We are not liable for any delay or failure to perform our obligations where such delay or failure results from circumstances beyond our reasonable control, including (without limitation) natural disasters, strikes, government actions, pandemics, failure of third-party carriers, or disruption to our supply chain.
14. Intellectual property
All content on the Site — including text, images, product photographs, logos, branding, video tutorials, and design elements — is owned by or licensed to Imagiland UK LTD and is protected by copyright, trademark, and other intellectual property laws.
You may not reproduce, distribute, modify, or create derivative works from any content on the Site without our prior written consent, except as reasonably necessary for your personal use of the products you have purchased (for example, following a video tutorial to complete your kit).
The Flow Brand name, logo, and associated branding are trademarks of Imagiland UK LTD and/or Imagiland S.L. Unauthorised use is prohibited.
15. Use of the Site
You agree to use the Site only for lawful purposes and in a way that does not infringe the rights of, or restrict or inhibit the use and enjoyment of the Site by, any third party.
You are responsible for maintaining the confidentiality of any account credentials you create on the Site. Please notify us immediately at contact@theflowbrand.co.uk if you believe your account has been compromised.
16. Third-party links
The Site may contain links to third-party websites or services that are not owned or controlled by us. We have no control over, and assume no responsibility for, the content, privacy policies, or practices of any third-party sites or services.
17. Changes to these terms
We may revise these Terms from time to time. The revised Terms will apply to orders placed after the date of publication on the Site. We will update the "Last updated" date at the top of this page. For existing orders, the Terms that applied at the time you placed your order will continue to govern that order.
18. Complaints
We take all complaints seriously and aim to resolve them promptly. If you are unhappy with any aspect of your order or our service, please contact us at contact@theflowbrand.co.uk and we will do our best to put things right.
If we are unable to resolve your complaint to your satisfaction, you may wish to consider alternative dispute resolution (ADR). The European Commission's Online Dispute Resolution platform is available at https://ec.europa.eu/consumers/odr — however, please note we are not obligated to participate in ADR and have not committed to using a specific ADR provider.
19. Governing law and jurisdiction
These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.
This does not affect your statutory rights as a consumer to bring proceedings in the courts of the country in which you are resident.
20. Severability
If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If modification is not possible, the relevant provision shall be deemed deleted. This shall not affect the validity and enforceability of the remaining provisions.
21. Entire agreement
These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and us in relation to your purchase. They supersede all previous agreements, understandings, and representations relating to the subject matter of these Terms.
22. Contact us
If you have any questions about these Terms, please contact us:
Email: contact@theflowbrand.co.uk Returns: returns@theflowbrand.co.uk Post: Imagiland UK LTD, 124-128 City Road, London, England, EC1V 2NX
Imagiland UK LTD | Company No. 15905615 | 124-128 City Road, London, EC1V 2NX | contact@theflowbrand.co.uk
