Refund policy
1. Exchanges
FLOW Inspires Us accepts exchanges within thirty (30) calendar days following the date of product delivery. The product must be in perfect condition: unused, with all original tags intact, and in its original packaging.
To request an exchange, you must provide: Proof of purchase (email confirmation, order number), or Government-issued identification of the buyer.
Exchange options: You can exchange your product for another of equal value or greater value. If the new product costs more, you pay the difference. All exchanges are subject to inventory availability.
Exchange procedure: Contact FLOW via WhatsApp at +57 310 2485375 indicating your order number and desired product. Once approved, we will coordinate how to send the original product for exchange. Shipping costs for returning the original product to our distribution center in Colombia are your responsibility. Once received and validated, we prepare and ship the new product. Shipping costs for the new product to your country are your responsibility, unless the exchange is due to manufacturing defect (see Defective Products section).
Important for international customers: Products you return may be subject to customs inspection and duties in the destination country. We recommend using reliable shipping services with insurance. FLOW is not responsible for products lost or damaged during international transit.
2. Defective Products
If you receive a product with a manufacturing defect, you must report it within forty-eight (48) hours of receiving the product. Contact FLOW via WhatsApp at +57 310 2485375 or email hola@zonaehome.com. Provide clear photographs of the defect.
What is considered a defect: Faulty stitching, torn fabric, non-functioning zippers, manufacturing stains, undisclosed color fading, dye defects, or any flaw that prevents normal use of the product.
Defect evaluation: Your case will be evaluated by our quality department. If the defect is confirmed as attributable to manufacturing, FLOW will cover the shipping costs for returning the defective product to our distribution center in Colombia. We will proceed with repair, exchange, or refund as appropriate.
If defect is rejected: If the alleged defect is attributable to customer use, damage during transit, or is not considered a manufacturing defect, return shipping costs to FLOW are your responsibility.
3. Returns and Right of Withdrawal
For purchases made online through www.flowinspiresus.com, you have the right to request a return within five (5) business days following product delivery.
Return conditions: The product must be returned in exactly the same condition as received: unused, unwashed, with all original tags and labels intact, and in original packaging. For clothing and footwear, this means it cannot have been tried on or worn at any time.
Shipping costs: Return shipping costs to Florida are your responsibility. FLOW provides the return address. We recommend using shipping services with tracking and insurance.
Return address: 135 103rd Street, PH-2, Bay Harbour Islands, Florida 33154, United States
Refund process: Once FLOW receives the product in Florida, our team verifies it is in the specified conditions. If it meets requirements, we process a refund of the amount paid minus international shipping costs. The refund is made via bank transfer or refund to your original payment method within thirty (30) business days after verification.
Important: Products you return may be subject to customs inspection and duties. FLOW is not responsible for products lost or damaged during international transit to Florida.
4. Non-Eligible Products for Exchange or Return
Exchanges and returns are not accepted in the following cases:
Personal use products: Jewelry, costume jewelry, and fragrances. For hygiene and safety reasons, these products cannot be exchanged or returned once opened.
Promotional or discounted products: Items on promotion, discount, or in the sale section are sold as-is and cannot be exchanged or returned, except for manufacturing defects.
Used, washed, or altered products: If the product shows signs of use, washing, alteration, or modification, the exchange or return will not be accepted.
Customized or made-to-order products: Items specially made for you cannot be exchanged or returned under any circumstances. These must be paid in full before production begins.
Without original tags or labels: If the product does not have its original tags and labels, the exchange will not be accepted.
5. Product Type Specifications
Apparel: Clothing cannot be exchanged or returned if it has been washed, tried on, or worn. There must be no usage creases, stains, or odors. Brand tags must be completely intact. This includes tops, t-shirts, pants, dresses, jackets, coats, and any other garment.
Footwear: Shoes must not have been worn. There must be no marks on the sole, dust, heel wear, or stains. It must be in exactly the same condition as received, including the original box.
Accessories: Accessories (bags, belts, hats, scarves, accessories) must not have marks of use, creases, deformations, stains, or damage. They must be in perfect storage condition with all original accessories.
Costume jewelry and jewelry: These products cannot be exchanged or returned once opened for hygiene and safety reasons.
6. Considerations for International Customers
Taxes and duties: As an international customer, you may be required to pay taxes, customs duties, or customs processing fees on your purchases or returns. These are determined by the customs authorities of your country and transit countries. FLOW is not responsible for these costs.
Shipping from Colombia: FLOW ships from Colombia. All products are sent internationally. International shipping costs are included in the price shown during checkout or must be quoted before processing your purchase.
Customs and delays: International shipments may experience customs delays. FLOW is not responsible for delays caused by customs procedures, inspections, or documentation requirements of your country.
Product responsibility: Once the product leaves our warehouse in Colombia, FLOW is not responsible for products lost, damaged, or stolen during international transit, unless caused by carrier negligence. We recommend using insured shipments.
Changes in laws and regulations: Some countries may have restrictions on importing certain products. It is your responsibility to verify that products are legal in your country before making a purchase.
7. Claims Process
If you have a problem with your order (missing, incorrect, damaged, or defective product), you must report it within five (5) business days of receiving the product.
Contact FLOW through: WhatsApp: +57 310 2485375 or Email: hola@zonaehome.com
Provide your order number, clear photographs of the issue, and detailed description. FLOW will evaluate your claim and determine responsibilities based on the nature of the case.
8. General Considerations
Inventory availability: All exchanges are subject to inventory availability in the size, color, and model requested. If the desired product is not available, we will offer similar alternatives.
Deadlines: It is your responsibility to comply with established deadlines (30 days for exchanges, 5 days for returns). After these periods, FLOW will not accept requests.
Condition verification: FLOW reserves the right to inspect returned products to verify they meet the required conditions. If a product is determined to have been used, washed, damaged, or altered, the request will be rejected.
Request rejection: FLOW reserves the right to reject exchange or return requests that do not comply with these conditions.
9. Contact Information
For exchanges, returns, claims, or questions about this policy:
WhatsApp: +57 310 2485375 (Available for inquiries in Spanish and English)
Email: hola@zonaehome.com
Returns Center (Florida): 135 103rd Street, PH-2, Bay Harbour Islands, Florida 33154, United States
Website: www.flowinspiresus.com
10. Legal Basis and Dispute Resolution
Legal basis: This policy is primarily governed by the laws of the State of Florida, United States. However, Flow respects the consumer protection laws of your country of residence when they are more favorable to you:
In Colombia: Law 1480 of 2011 (Consumer Protection Code)
In the European Union: Directive 2011/83/EU (Consumer rights in distance selling)
In the United States: Applicable state consumer protection laws
In other countries: Local consumer protection legislation as appropriate
The legislation most favorable to you applies.
Dispute resolution: In case of dispute related to exchanges, returns, or this policy:
Step 1 - Direct communication: First contact Flow at hola@zonaehome.com or +57 310 2485375 on WhatsApp to attempt to resolve the situation amicably.
Step 2 - Mediation: If direct communication does not resolve the conflict, Flow offers international online mediation through a neutral third party.
Step 3 - Arbitration: If mediation fails, any dispute shall be submitted to binding arbitration in accordance with the UNCITRAL Arbitration Rules, in English language, through online proceedings. The place of arbitration shall be Miami, Florida.
Local authorities: You have the right to file complaints with the consumer protection authorities of your country: SIC in Colombia, Consumer Protection Authorities in the EU, FTC in the USA, or equivalent authorities in other countries.
Last updated: May 2026