- Return and exchange policy for purchases on the Flow Ur Move website
Flow Ur Move accepts product returns or exchanges for another product.
Returned or exchanged products must meet the following conditions:
- The product has not been washed and has no unusual odor.
- The product must retain its original tags and shoe box. It must not be dirty or damaged (torn, frayed, etc.), and must not be stained with cosmetics or have odors such as perfume or cigarette smoke.
- The customer has order information on the website or in Flow Ur Move’s sales system.
- The product is not damaged due to improper storage or transportation by the user.
- Customers are encouraged to reuse Flow Ur Move’s delivery box or use an intact cardboard box to pack and return the product.
Returns/exchanges are not applicable:
- For outlet or promotional products, etc. For any inquiries, please contact customer service for quick assistance.
For the return and exchange procedure, please contact Customer Service for support.
(*) Notes
- Each product in an order is eligible for only one return or exchange within the specified period (products that have been exchanged cannot be returned or exchanged again, except for manufacturer defects). The return/exchange period is within 7 days from the date the customer receives the product.
- Returns or exchanges are subject to Flow Ur Move’s final decision and based on the purchase price or a product of equivalent value.
- Flow Ur Move reserves the right to assess the condition of returned/exchanged/defective products before performing any repair or replacement.
- Flow Ur Move reserves the right to adjust website policies and conditions for promotional items and special programs at any time.
- Product exchange procedure for purchases on the Flow Ur Move website
If you wish to return or exchange a product, please follow these steps:
- Step 1: Contact Customer Service or send a direct message via the fanpage “Flow Ur Move – Exclusive Distributor of Vibram in Vietnam” during working hours.
- Step 2: Check the return shipment code sent from cskh@flowurmove.com (within 24 working hours after Flow Ur Move receives your request).
- Step 3: Pack the products to be returned in a Flow Ur Move box or any cardboard box and write the return code previously sent by Flow Ur Move via email.
- Step 4: Flow Ur Move will collect the product via the courier service Giao Hàng Tiết Kiệm. The courier will check whether the packaging meets standard requirements (goods packed in a cardboard box and securely sealed).
- Step 5:
– If the returned product meets the conditions after inspection by Flow Ur Move, a new order will be shipped to you immediately.
– If the returned product does not meet the requirements, the courier will send the product back to you and the return/exchange request will be closed.
(*) Notes
Delivery time: from 8:00 AM to 5:00 PM daily (excluding Sundays, public holidays, and other periods announced on the Flow Ur Move website).
- Exchange methods
If the product you receive does not fit or is defective, Flow Ur Move will support an exchange for another product (subject to stock availability).
If the selected product is out of stock, Flow Ur Move will refund a shopping coupon with equivalent value for your next purchase on Flow Ur Move.
|
Exchange method |
Applicable cost |
|
Exchange for a product of equal value |
Free of charge |
|
Exchange for a lower-priced product |
Refund coupon for the price difference |
|
Exchange for a higher-priced product |
Customer pays the price difference |
(*) Exchange processing time
|
Collection, inspection and re-delivery time |
|
From 2 to 7 business days |
- Refund timeframe and method
Refund timeframe
|
Collection time |
Inspection time |
Refund time |
Refund method |
|
7 days |
7 days |
1–2 business days |
Coupon |
|
7 days |
7 days |
30–45 business days |
Bank transfer |
|
7 days |
7 days |
45–60 business days(*) |
Credit card/Debit card |
(*) Up to one billing cycle, depending on the card-issuing bank
Refund processing time via card depends on the procedures of the card-issuing bank and is not directly controlled by Flow Ur Move.
- Warranty policy
- Warranty period: 3 months from the purchase date (with invoice).
- Defective products: Applicable only to manufacturer defects (glue lines, stitching, material peeling, etc.).
- Proof of purchase: Purchase invoice or document confirming the purchase date is required.
Cases not covered by warranty:
- Damage caused by improper washing or care
- Damage due to user error (impact, strong force, chemicals)
- Non-manufacturing defects (e.g., sole wear due to frequent use)
Warranty procedure:
- Contact Customer Service: Contact Flow Ur Move’s Customer Care Department.
- Submit request: Provide order information and photos/videos of the defective product.
- Send product: Print the return form (if required) and send the product to the warehouse/store as instructed.
- Wait for processing: Flow Ur Move will inspect and notify the result (replacement, repair, or warranty rejection).
Notes:
- This policy may change. Please always check the official Flow Ur Move website or contact us directly for the latest updates.
