Refund policy

 

Returns & Refund Policy

We want you to feel confident trying FlowGel. Orders placed through ashfordwellness.co.uk include our 90-day satisfaction guarantee.

90-day satisfaction guarantee

You may try your FlowGel cushion and request a return for any reason within 90 calendar days of receiving it.

You do not need to keep the original packaging. Normal use during the trial does not prevent a return. Please return the product and any included accessories, packaged securely.

There is no restocking fee. We cover standard return postage under this guarantee.

How to request a return

Email support@ashfordwellness.com with your order number or other proof of purchase and tell us you would like to return your order.

We will provide return instructions and a prepaid return label or another return arrangement at no cost to you. Please use those instructions rather than sending the parcel to an address printed on its original packaging.

No explanation is required for a satisfaction-guarantee return.

Refunds

We refund the amount paid for the returned items to the original payment method.

Refunds will be issued within 14 days of receiving the returned goods or evidence that you have sent them back, whichever happens first. Your payment provider may take additional time to display the credit.

For discounted bundles, refunds reflect the amount actually paid for the returned items. Returning a whole bundle qualifies for a refund of the whole bundle price.

Your statutory cancellation rights

UK consumers also have a legal right to cancel most online purchases without giving a reason. You can notify us from the time you order until 14 days after receiving the goods, and then have a further 14 days to send them back.

For a cancelled order, we refund the applicable standard outbound delivery charge, if any. Additional costs for an optional premium delivery service do not have to be refunded.

You may cancel by emailing a clear statement that you wish to cancel, together with enough information to identify your order. You do not have to wait for approval to exercise this right.

Our 90-day guarantee provides additional benefits and does not reduce your statutory rights.

Faulty, damaged or incorrect goods

If your product arrives damaged, is faulty or does not match your order, contact support@ashfordwellness.com. We may ask for photographs where helpful, but this does not remove your statutory rights.

We cover reasonable return costs for faulty or incorrect goods and provide the refund, repair or replacement required by applicable consumer law.

Cancellation before dispatch

Contact us as soon as possible if you wish to cancel before dispatch. If the order has already been sent, you can still use the applicable cancellation or return rights.