Refund policy

Last updated: 14 September 2026

Pre-launch information. Ordering is not yet open. The return destination and any applicable return charges will be published before launch. The information below explains the statutory rights applicable to eligible consumer purchases.

A little help with your return

Flōq is operated by Second Nature SL, NIF B67432732, Barcelona, Spain. Contact studio@byfloq.com with your order number and the item concerned.

Your right to withdraw

For eligible online consumer purchases in the European Union, you may tell us that you wish to withdraw within 14 days of receiving the goods, without giving a reason. Send a clear statement to studio@byfloq.com. You do not need our prior approval to exercise this right. Return the goods within 14 days of notifying us.

Sending an item back

Please pack the item securely and include your order details. You may inspect it as you would in a shop. You may be responsible for a reduction in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

The full return destination and allocation of direct return costs are being finalised. These details will be made available before purchases open. No fixed DHL return-label price is currently confirmed.

Refunds

For a valid statutory withdrawal, we reimburse payments, including the cost of standard outbound delivery, within 14 days of notification. We may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, whichever comes first. Refunds use the original payment method unless otherwise expressly agreed, without reimbursement fees. Additional costs for a more expensive delivery option are not reimbursed.

Faulty, damaged or incorrect items

Contact us if an item is faulty, damaged or does not match your order. We will explain the applicable remedy and arrange any necessary return at no cost to you where required by law. These rights are separate from change-of-mind returns and do not end after the 14-day withdrawal period.

Optional withdrawal notice

You may email the following to Second Nature SL at studio@byfloq.com: “I hereby notify you that I withdraw from my contract for the following goods.” Include the goods, order or receipt date, your name, your address and the date of your notice. A particular form or a reason is not required.

Your consumer rights

Nothing in this policy limits mandatory consumer rights, including rights that apply in your country of residence.