Returns and Refunds

Returns Policy

We want you to be completely happy with your FlosSafe. If for any reason you're not satisfied, we offer a straightforward 30-day returns policy.

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Last updated: May 2026

Your right to cancel

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason, without needing to provide an explanation.

We go further than the legal minimum — we offer a 30-day returns window from the date of delivery, because we want you to feel completely confident in your purchase.

How to start a return

To request a return, please email us at care@flossafe.co.uk within 30 days of receiving your order. Include:

Your full name
Your order number
The reason for your return
A photo of the item if it is damaged or faulty

We will respond within 1 to 2 business days with return instructions.

Please do not send items back without contacting us first — returns sent without prior authorisation cannot be processed.

Condition of returned items

To be eligible for a return and refund, your item must be:

Unused and in its original condition
Returned in its original packaging where possible
Free from damage caused by misuse, improper handling, or modification

Items that show signs of use, damage caused by the customer, or that have been deliberately altered will not be accepted for return and will be returned to the sender.

Return postage

If you are returning an item because you have changed your mind, return postage costs are your responsibility. We recommend using a tracked service as we cannot be held responsible for items lost in transit.

If the item is faulty, damaged on arrival, or we sent the wrong item, we will cover the cost of return postage in full.

Refunds

Once we receive and inspect your returned item, we will process your refund within 5 to 7 business days.

Refunds are issued to the original payment method only. We are unable to issue refunds to a different card or account.

You will receive an email confirmation once your refund has been processed. Please allow an additional 3 to 5 business days for the funds to appear in your account depending on your bank or card provider.

Faulty or damaged items

We inspect every FlosSafe before dispatch. However, if your item arrives damaged or develops a fault within 30 days of delivery, please contact us immediately at care@flossafe.co.uk with:

Your order number
A clear photo of the damage or fault
A brief description of the issue

We will offer a replacement or full refund at no cost to you, including return postage.

Please note: minor surface variations, small marks, or slight texture differences are a natural result of our handmade manufacturing process and are not considered faults. These are described in full on our product pages and FAQ.

Non-returnable items

The following cannot be returned or refunded:

Items returned after 30 days of delivery
Items that have been used, modified, or damaged by the customer
Items returned without prior authorisation from us
Orders where the delivery address provided was incorrect at the time of purchase

Fraud protection

We take fraudulent returns seriously. All returned items are inspected upon receipt. Any attempt to return a different item to the one purchased, claim a refund for an item not returned, or make false claims about damage or faults will be reported to the relevant authorities and payment providers.

We reserve the right to refuse a refund if we reasonably believe a return is fraudulent or abusive.

Exchanges

We do not currently offer direct exchanges. If you would like a different product, please return your original item for a refund and place a new order.