Returns & Damages Policy

We want you to love your purchase! If something goes wrong, we will make it right. This policy explains how we handle returns, replacements, and damages.

1. Damaged, Faulty or Incorrect Items

If your order arrives damaged, contains a faulty product, or we send the wrong item, we will fix it at no cost to you.

2. How to Request a Return or Replacement

  1. Submit a Return & Damage request via our Customer Support Page

  2. Include:

    • Order number

    • Description of the issue

    • Clear photo(s) of the item and packaging

  3. Our team will review and confirm the next steps.

3. Shipping Costs for Returns

  • If the return is due to our error or a defective product, we will cover the return shipping costs..

  • If you return an item for other reasons (e.g., change of mind under your right of withdrawal), please refer to our Withdrawal Policy.

4. Refund Method

Refunds are issued using the same payment method you used for purchase, unless otherwise agreed.

5. Exclusions

This policy does not apply to:

  • Items damaged due to misuse or neglect

  • Goods excluded from return under our Withdrawal Policy

8. Online Dispute Resolution

The European Commission provides a platform for online dispute resolution (ODR):
 https://ec.europa.eu/consumers/odr

We are not obliged or willing to participate in dispute resolution proceedings before a consumer arbitration board.

Possible return scenarios 

Scenario

Shipping Cost

Action

Machine damaged (Fizz Pack)

flav&

Send completely new Fizz Kit (incl. CYL)

PET Bottle damaged (Starter Pack or individual)

flav&

Send new PET bottle (no return due to hygienic reasons)

Incorrect products shipped, for example: Different machine colour or bundle shipped)


Excludes hygienic-sensitive products like PET Bottle - When shipped individually and not part of Machine

flav&

DPD drop off return + Flav& will resend correct machine once 1st sent is received.

Incorrect PET Bottle colour sent

flav&

Send correct bottle, customer keeps wrong one (hygienic reasons)

Under-shipped CO₂ cylinders (Ex we ship 2 instead of 4 cylinders)

flav&

Send missing quantity

Over-shipped CO₂ cylinders

None

No action (customer keeps items)

Cooling-off period return (unused)

Customer

Refund after item received in original packaging, unused and no damage

Customer error (wrong product/model)

Customer (case-by-case)

Partial refund or store credit (case-by-case) or reshipment