Satisfaction Guarantee

How is the satisfaction guarantee used on goods purchased from Flowlow.dk?

The satisfaction guarantee can only be used once per share. The Satisfaction Guarantee only applies on presentation of a valid receipt or invoice. The money is then refunded or a credit certificate is issued in the event that a credit certificate or gift card was used for the purchase.

Flowlow offers a satisfaction guarantee on all products. This means that you can buy and try a product - and if you are not satisfied, you will get your money back within 90 days. You just have to send your product and valid receipt/invoice. (You pay for the shipping yourself for the products you want to return).

The satisfaction guarantee does not cover

• If the item is damaged due to improper maintenance
• If the item has been used for a purpose it was not intended for
• If the purchase is a business purchase. Satisfaction guarantee only applies to private individuals.

Flowlow shall not be liable for indirect or consequential damages caused by you or third parties.

Freight and shipping

Delivery time: 5-15 working days

When you shop at Flowlow, you always get free shipping - regardless of the size of the shipment.

We offer free delivery with Postnord and Dao Please note that we do not deliver to Greenland and the Faroe Islands.

As a starting point, your order will be prepared within 48 hours. In certain cases, however, it can go further. It will depend on the shipping company in question.

Flowlow ships goods with the following: Postnord

If you have not received anything within the stated delivery time and your order is listed as completed, there may be a delay with the shipping company. In that case, it may be time to call for your package, and unfortunately extra delivery time can be expected until there is clarity on the matter with the shipping company.

Contact us by email kundeservice@flowlow.dk if you have not received your order and the waiting time starts to feel long. Remember to state your order number in the email.

Note: Minor delays may occur with the shipping companies, which is why we recommend that you contact us 1-2 days after the expected delivery time has been exceeded.

If too much time passes, the request can unfortunately be refused, as it will not be possible for the shipping company to replace the package.

Return

Our return policy lasts 90 days. If 90 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition as you received it. It must also be in the original packaging. We do not pay for shipping on items returned due to a change of customer, nor do we refund the original shipping cost.

Before any return, please send us an email at kundeservice@flowlow.dk

Additional conditions:

Returns are only valid for purchases made through our official online shop.

We do not process returns on items purchased from other retailers or third party websites. If a customer has purchased our goods through a retailer or third party website, it is the retailer's responsibility to handle the exchange or return.

To complete your return, we require a receipt or proof of purchase. Please do not return your purchase to the manufacturer. There are certain situations where only partial refunds are given (if applicable).

Refund on returned products

When you have sent your return item to our warehouse, you must inform us via e-mail so that we can keep track of the return. Once we can confirm that it has been received and inspected, we will let you know. We will also inform you of the approval or rejection of your refund. If approved, your refund will be processed and applied to your credit card or original payment method. It may take up to a week for the refund to appear.

Delayed or missing refunds (if applicable)

There is often a certain processing time before a refund is posted. If after a week you still haven't received a refund, first check with your bank account or credit card company to make sure the delay isn't on their end. If you still have not received your refund despite these attempts, please contact us at kundeservice@flowlow.dk

Exchange and defective products

We only replace items if they are defective or damaged. If you want to exchange it for the same item, send us an email at kundeservice@flowlow.dk

Shipping of exchange or replacement products

At Flowlow, you always get a 2-year right of complaint from the day you received the item. According to the Purchase Act, you can complain about your product for 24 months. You can therefore complain about your product if - up to 2 years after purchase - you find faults and defects that are not due to wear or careless use. The Purchase Act also operates with a presumption period, which applies for the first 6 months after the purchase. The rule of presumption states that if the item breaks within the first 6 months of purchase, there is a presumption that the item was defective from the start. This means in good Danish that it is Flowlow who must prove that you have treated the product incorrectly - within the first 6 months.

If we agree to exchange or repair the product, we will provide you with an authorized return label.

Depending on where you live, the time it takes for your exchanged or repaired product to reach you may vary. You should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of the returned item.

Please note that we are not responsible for items accidentally returned to us. If you want a returned package to be sent back to you, we may ask you to cover the delivery costs.

Contact us

Our customer service is ready to help you. Contact us as you see fit, either via e-mail or chat.

Email: kundeservice@flowlow.dk

We endeavor to answer all inquiries within 48 hours

Trading conditions

Terms and conditions

Introduction

www.Flowlow.dk is owned and operated by
Flowlow
CVR no. 38216503 (hereafter Flowlow)
Brunevang 58 1th
2610 Rødovre

+45 52734145
info: Flowlow.dk

These sales and delivery conditions apply to the purchase of goods on Flowlow.dk for delivery in Germany, Denmark and Sweden, but not Greenland and the Faroe Islands, unless otherwise agreed.

1. Order and payment

Payment

Flowlow accepts online payments with Dankort, Visa/Dankort, Visa, Mastercard, Mobilepay Online, Visa Electron, Paypal, ApplePay and Viabill.

Payment will only be debited to your account when the physical item is shipped.

All amounts on the website include VAT.

The website uses the following currencies for pricing:

Germany - Euro (EUR)

Denmark - Kroner (DKK)

Swedish krona (SEK)

Flowlow uses a secure payment server that encrypts all information with SSL protocol, which means your data is secure and cannot be read by others from outside.

To shop at Flowlow.dk, you must be 18 years of age and in possession of a valid payment card that we accept. If you are not yet 18 years old, you can still buy goods if you have obtained the consent of your guardian or otherwise have the legal right to enter into the purchase.

You select the items you want to buy and put them in the "shopping basket". You can correct the contents of the shopping basket right up to the time of ordering, and you can continuously check the contents and the price of the goods.

When you are ready to order, click on "Basket", where you enter your name, address, e-mail, phone number, payment method.

You can change the contents of the shopping basket right up until you confirm your purchase by pressing the "Go to payment" button. Your order is then forwarded to Flowlow.dk.

3. Right of cancellation

There is a 90-day full right of return on goods purchased on the website, unless otherwise agreed or stated in your order.

When you shop online and at Flowlow.dk, you always have a 90-day right of withdrawal, during which you can inform us that you regret the purchase and then return the item to us. You bear any return costs yourself.

The right of withdrawal runs from the day you received the item. If the deadline expires on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year's Eve, the deadline is extended to the following weekday.

In order to maintain the right of withdrawal, you must only handle the goods in a way that allows you to determine the nature of the goods, their properties and the way in which they function.

To exercise the right of withdrawal, you must clearly notify us of this no later than 90 days after receiving the item. You can choose to return the item and cancel the purchase by contacting our customer service at the following email: kundeservice@flowlow.dk

You can also use the standard cancellation form which you will find at the bottom of the terms.

Condition of the item upon return

You are liable for any deterioration in the value of the goods due to handling other than what is necessary to determine the nature, properties and function of the goods. This means that you must try the product in the same way as if you shopped in a physical store.

If the item has been tried on in addition to what is described above, it is considered used and the amount you can get back depends on the item's resale value. This means that if you cancel the purchase, you can get a smaller part or none of the purchase amount back. It is up to Flowlow to assess the condition of the item.

4. Delivery

We offer free shipping with Postnord and Dao. If you are not at home at the time of delivery, your parcel will be delivered to a parcel shop. Please note that we do not deliver to Greenland and the Faroe Islands.

The delivery time for your order is 5-15 working days.

Flowlow ships goods with the following: Postnord and Dao

5. Return

If you regret the purchase, the goods must be returned to:
Flowlow
Brunevang 58 1th
DK-2610 Rødovre
Denmark
RMA number:

When returning, you should ensure that the goods are securely wrapped. You are responsible for the package/goods yourself until we receive them. Therefore, save the postal receipt as well as any track and trace number.

You must pay the costs yourself when returning the item when you regret it.

IMPORTANT: We expect you to send the goods as soon as possible after you have given notice of cancellation, and you must send them back no later than 14 days after you have received your order.

Note! We do not receive packages sent by cash on delivery or parcels without distribution.

Documentation for your purchase and return form.

You must enclose a copy of the order confirmation or other documentation for your purchase.

Refund
If you regret your purchase, you will get your money back. If the item is impaired, we deduct the amount you are liable for.
We will refund all payments received from you, including delivery costs (however, this does not apply to extra delivery costs in cases where you have chosen a different form of delivery than the cheapest form of standard delivery that we offer), no later than 14 days from the day on which we has received your message that you want to cancel the agreement.
The amount is always transferred to the same means of payment with which you paid for the purchase. For example, if you have paid by card, the purchase amount will be refunded to the payment card you used for the purchase, unless we have agreed otherwise.
We can withhold payment until we have received the item, unless you send us documentation that you have returned it.

NOTE:
You may lose your purchase amount, in whole or in part. This happens if the value of the goods has deteriorated because

• You have actually used the item,
• It has been damaged while you were in charge of it,
• You have handled the goods in a different way than was necessary for you to be able to determine the properties, nature and the way in which they work
• You have not followed the restrictions in the right of withdrawal that result from sealing, product type, etc.

6. Complaints - If there is something wrong with the item

Your purchase of covered by the Sales Act, including the defect rules. This means that you have the right to make a complaint for 24 months, you can either have a defective product repaired, exchanged, the money returned or the price reduced, depending on the specific situation.

It is of course a requirement that the complaint is justified and that the defect did not arise as a result of incorrect use of the product or other damage-causing behaviour.

You must contact us within a "reasonable time".
You must advertise within a "reasonable time" after you have discovered the defect in the item. We recommend that you complain as soon as possible and within 2 months after the error was discovered.

The complaint is waived in the event of incorrect or unusual operation of the product.

Flowlow covers the return costs to a reasonable extent.

You can advertise by contacting us via email to kundeservice@flowlow.dk or by telephone on 0045 52 73 41 45

Depending on the specific situation, you will receive further instructions.

When returning, contact the company:

The item must be sent to:
Flowlow
Brunevang 58 1th.
DK-2610 Rødovre
Denmark
RMA number:

When you return the item, please also state in as much detail as possible what the problem is. Feel free to use our complaint form. It is not a requirement, but it facilitates our case processing and minimizes the processing time for the complaint.

In the event of a justified complaint, we will refund reasonable shipping costs.

If the complaint is justified, we will of course reimburse your reasonable shipping costs for sending the item back to us. Otherwise, you must cover all transport costs yourself, including our freight costs for returning the goods after examination, and we can also charge you a fee, which is calculated per half a working hour started at a rate of DKK 250 + VAT.

Remember that the item must always be sent in proper packaging and receive a receipt for dispatch. You are responsible for the package/goods yourself until we receive them. Therefore, save the postal receipt incl. information on shipping costs and a track and trace number.
Note! We do not receive packages sent by cash on delivery or similar.

Information on appeal possibilities

A complaint about a product or service can be submitted to, Nævnenes Hus, Toldboden 2, 8800 Viborg. You can complain via the Complaints Portal for Nævnenes Hus https://kpo.naevneneshus.dk .

To be able to complain about the item, the item must have cost at least DKK 1,110 and at most DKK 100,000.

The EU Commission's online complaints portal can also be used when submitting a complaint. This is particularly relevant if you are a consumer residing in an EU country other than Denmark, where Flowlow.dk has its head office. Complaints are filed here http://ec.europa.eu/odr . When submitting a complaint, you must provide our e-mail address kundeservice@flowlow.dk

7. Personal data

In order to shop at flowlow.dk , you must provide at least:
• Name
• Address
• Email address
• Telephone/mobile number
The above data will be stored with information about which goods you have purchased for 5 years from the end of the financial year to which the information relates, cf. Section 10 of the Accounting Act, after which the information will be deleted.
We register and pass on the personal data that is necessary to be able to deliver the goods to you.
Information is not sold to third parties, unless this happens in connection with a restructuring or a full or partial sale of the company. Any disclosure in such a situation will take place in accordance with the personal data legislation in force at any time.
We also collaborate with a number of other companies that store and process data. The companies only process information on our behalf and may not use it for their own purposes.
We only work with data processors in the EU or in countries that can provide your information with sufficient protection.
The data controller at www.flowlow.dk is FLOWLOW.
As a customer, you have the opportunity to gain insight into our registration of data about you, and you can object to a registration in accordance with the rules on this in the Act on the Processing of Personal Data and inquiries in connection with this should be directed to Flowlow via e-mail kundeservice@flowlow .dk

8. Choice of law and venue

Purchase of goods on Flowlow.dk is subject to Danish law. Any dispute is settled by the ordinary Danish courts.

9. Refund of VAT

Please note that we cannot refund VAT for customers abroad (including the Faroe Islands and Greenland) as this is a very time-consuming manual process and will therefore cause us a loss due to the very low margin Flowlow sets in order to be able to sell our goods as cheap as possible.

Standard cancellation form
(This form is completed and returned only if the right of withdrawal is exercised)
To:
Flowlow.dk
Brunevang 58 1th
2610 Rødovre
kundeservice@flowlow.dk
I hereby announce that I wish to exercise the right of withdrawal in connection with my purchase agreement for the following goods/services:

Ordered it: _______________________________ Received it: _______________________________

Consumer's name: __________________________________________________________________________

Consumer's address: ___________________________________________________________________

Signature of the consumer: _________________________________________ Date: _________________
(only if the content of the form is communicated on paper)

The trading conditions were last updated on 14.12.2022

Cookies and Privacy Policy

1. What is a cookie?

A cookie is a small data file that collects digital footprints about you when you move online. Cookies are stored on your computer, tablet or smartphone when you visit our website. A distinction is made between first- and third-party cookies. First-party cookies are placed by Flowlow, where third-party cookies are placed by one of Flowlow's partners. Some cookies are necessary for the website to function optimally. Other cookies help us e.g. with getting an overview of your visit to the website, so that we can continuously optimize and target the website to your needs and interests. Cookies remember e.g. what you have put in a possible shopping basket, whether you have previously visited the page, whether you are logged in and which language you would like to be displayed on the website. Overall, cookies are thus used as part of our service to display content that is as relevant as possible to you.

1. For what purposes do we use cookies?

To clarify which cookies we use, we have categorized them in our Cookie Declaration below, so that you can make an informed decision about your choice of cookies. We have categorized our cookies into:

• Necessary: ​​cookies that help make the website usable by enabling the basic functions such as navigation on the page.
• Functional (personalised): cookies that make it possible to save information that changes the way the website looks or behaves, e.g. your interest history.
• Static: cookies that help us understand how you as a user use the website.
• Marketing: cookies used to collect information about visitors across websites. The purpose of this collection is to show ads that are relevant and engaging to you based on the information the cookie collects.

1. What information do we process about you?

When you have given consent for us to place a cookie on your device, we process the information we receive via the cookie in question. Depending on your cookie preferences, we may process the following personal data about you:

Technical information about your computer, tablet or mobile phone

• Your IP address
• Your geographic location
• Your behavior on this and other cross-channel websites
• Your interests and search history
• Information about transactions

4. How do I delete cookies?

If you want to delete cookies that have already been placed on your device, you can do this by following the link below, which shows you how to change the individual browser's settings:

• Internet Explorer
• Mozilla Firefox
• Google Chrome
• Opera
• Safari
• Flash cookies
• Apple
• Android
• Windows 7

If you use several browsers or devices, you must be aware that the action must be carried out in each individual browser or on each individual device. Remember that you always have the right to have your personal data deleted at flowlow. You do this by writing to kundeservice@flowlow.dk

5. On what basis do we process your personal data?

Our processing of your personal data is always based on a legal basis. The legal basis for the processing follows from: The processing is necessary to pursue Flowlow's legitimate interest in e.g. to be able to offer you the best possible website experience, cf. Article 6(1)(f) of the Data Protection Regulation. Your consent in cases where this may be required, e.g. for statistics, personalization and marketing, cf. Article 6(1)(a) of the Data Protection Regulation.

6. Disclosure of personal data collected via cookies to third countries

In order to give you the best experience when you visit our website, we use external partners. Our business partners help us e.g. to ensure that the website functions optimally, that we can target marketing specifically to you, that the website is arranged according to your wishes and needs. Some of these business partners transfer data in third countries. This concerns, among other things, about

• Google Analytics
• Facebook Pixels
• Paypal (If you have paid with Paypal)

7. Who can I contact with questions?

If you have comments or questions in connection with the processing of personal data, you are welcome to contact us at kundeservice@flowlow.dk

8. What rights do you have?

According to the data protection regulation, you have a number of rights in relation to our processing of information about you:

• You have the right to access and correct your information
• You have the right to restrict the processing of your information
• You have the right to object to our processing of your information
• You have the right to transmit information
• You have the right to request the deletion of your information

You can request to have your personal data deleted at Flowlow at any time. Your information will be deleted at your request if one of the following criteria applies:

• You object to the processing of your personal data, and Flowlow is not obliged to process them on a different basis
• The information turns out to be incorrect
• No longer necessary to fulfill the purpose for which they were collected
• The information has not been processed in accordance with the rules

You can read more about your rights in the Data Protection Authority's guidance on the rights of data subjects, which you can find at www.datatilsynet.dk.

1. Complaint to the Danish Data Protection Authority

You have the right to lodge a complaint with the Danish Data Protection Authority if you are dissatisfied with the way we process your personal data. You will find the Data Protection Authority's contact information at www.datatilsynet.dk.

1. How long do we store cookies and personal data obtained via cookies?

When the purpose of the use of the individual cookie has been fulfilled, it is automatically deleted. In the cookie declaration below you can see how long each cookie is stored at Flowlow.

There are two types of cookies:

Session cookies are cookies that are deleted as soon as you end your visit to the website.

Persistent cookies are cookies that are stored on your device with a predetermined expiration date.

In our privacy policy, you can read more about how long we store your personal data