Fluye Bottle S.L.

This document supersedes previous versions and applies to purchases made on www.fluyebottle.eu and associated domains/stores. It covers the following countries: Austria, Belgium, Czechia, Denmark, France, Germany, Hungary, Ireland, Italy, Netherlands, Poland, Portugal, Slovakia, Spain, and the United Kingdom.

Acronyms

• EU → European Union

• CET → Central European Time

• B2B → Business to Business (sales to companies)

• S.L. → Sociedad de Responsabilidad Limitada (Limited Liability Company)

• Mon-Fri → Monday to Friday

• e.g. → for example

1. Shipping and Delivery

1.1. Confirmation and Lead Time Calculation

Delivery times are counted from payment verification. We will send you an email with your order number and, once prepared, the shipping tracking information.

• Spain (Peninsula and Balearic Islands): 24–72 business hours (Monday to Friday). No shipments are made on weekends or holidays. During high-demand campaigns (e.g., Black Friday, Christmas), delivery times may be extended.
• European Union (EU) and United Kingdom: 3–7 business days as a reference. Depending on the country and logistics operator, this period may extend up to 10–12 business days.
• Exceptions: Factors beyond Fluye's control (e.g., courier incidents, weather events, holidays, strikes) may affect delivery times. If this occurs, we will keep you informed via email.

1.2. Shipping Costs

The cost is calculated at checkout when you enter your address. Free shipping in Spain for purchases over €50. Free shipping promotions to other EU countries may be announced periodically on the website.

1.3. Delivery Attempts

The carrier will make up to two delivery attempts. If delivery is not successful, the package may be left at a pick-up point or returned to the warehouse. We will contact you to reschedule the shipment. If there is no response within 7 calendar days from the first attempt, we may cancel the order and issue a refund, deducting any incurred logistics costs.

1.4. Office Pickup (optional)

You can pick up your order at our office after email confirmation. Address: Passeig del Mare Nostrum 15, Ciutat Vella, 08039, Barcelona, Spain. Hours: Monday to Friday from 10:00 to 13:00 and from 14:30 to 17:00 (excluding holidays).

2. Payment Methods and Security

We accept credit and debit card payments (Visa, Visa Electron, Mastercard, American Express, Diners Club) and other methods enabled at checkout. Processing is done securely through our payment gateway; Fluye Bottle does not store card data.

If your payment has been rejected, please check that:

• The card has not expired.
• Your card's credit limit has not been reached.
• The card has not exceeded the allowed amount for purchases.
• You have correctly filled in all required fields.
• You have enabled online purchases and international purchases.

3. Exchanges and Returns — General Policy

3.1. Returns (defective and non-defective products)

You have 14 calendar days from delivery to exercise your right of withdrawal without needing to state a reason, in accordance with Article 102 of Royal Legislative Decree 1/2007 (TRLGDCU) and Directive 2011/83/EU. To exercise it, contact us at atencionalcliente@fluyebottle.eu, indicating your order number and the products to be returned.

Christmas exception: Orders placed between December 24 and 26 of the current year have an extended period of 65 calendar days to make a return.

Conditions: Only returns of products in new condition (unused, complete, and with original packaging/labels in good condition) will be accepted. Simply opening the package to verify its nature, characteristics, and functioning does not invalidate the return.

Costs: The customer is responsible for return shipping costs and the return label. Additionally, a fixed administration fee of €5 will be applied per returned order in cases where Fluye accepts, at its discretion, a return outside the legal withdrawal period of 14 days. This charge does not apply within the legal period or when the return is due to a manufacturing defect or an error by Fluye.

Refund: Once the product is received and its condition verified, we will issue a refund to the original payment method within a maximum of 14 business days.

3.2. Size/Model/Color Changes

If you wish to make a change due to preference (color, model, non-personalized engraving), you can request it within 14 calendar days. Changes are subject to stock availability. For shipments, the customer bears the return and re-shipping costs.

3.3. Exceptions

• Personalized items: Products with laser engraving, screen printing, or custom-made to order do not allow for withdrawal unless there is a manufacturing defect or an error attributable to Fluye.
• Laser engraved and custom-made items: Orders with laser engraving have a production time of up to 15 business days from payment confirmation. The product may be dispatched before the engraving is completed if logistics flow allows. The final delivery time is counted from dispatch. For orders that include engraved products alongside standard products, all items are shipped together once the engraving is ready.
• Misuse or normal wear and tear are not covered.

4. Return Procedure

4.1. Available Options

• Ship to our warehouse: we will provide the address and label if applicable.
• Office delivery (free): Passeig del Mare Nostrum 15, Barcelona (by appointment via email).

4.2. Packaging

Return the product with all its accessories, clean, without liquids, and protected in its original box within an outer packaging.

5. Defective or Incorrect Products

5.1. Notification Period

If your order arrives with a manufacturing defect or you receive a product different from what you purchased, notify us ideally within 48–72 hours of delivery by sending photos and a description to atencionalcliente@fluyebottle.eu. Even so, your legal coverage for manufacturing defects is not limited to this period (see warranty).

5.2. Costs

In case of a manufacturing defect or preparation error, Fluye will cover 100% of the collection and replacement/refund costs.

6. Purchases from Retail Stores or Third Parties

If you purchased from a distributor/partner store, exchanges or returns are managed directly with that establishment according to their policy. Fluye can support technical evaluation in case of manufacturing defects.

7. Corporate Purchases (B2B)

7.1. Exchanges for Preference

Within 14 calendar days of receipt, exchanges for size/model are allowed if the product is new, unused, with original packaging and documents. The customer assumes logistics costs. Only one exchange per order. Does not apply to personalized or promotional products unless there is a manufacturing defect.

7.2. Manufacturing Defects

Submit evidence to atencionalcliente@fluyebottle.eu within a maximum of 14 calendar days from delivery. Exchanges are subject to technical validation and stock availability. If the defect is not verifiable by multimedia, we may request shipment to our office; in that case, Fluye will cover the logistics cost.

7.3. Invoicing

To request an invoice with company tax details, contact us at atencionalcliente@fluyebottle.eu, indicating your order number and billing details (company name, CIF/NIF, tax address).

8. Legal and Commercial Warranty

8.1. Legal Warranty

All products come with a 2-year legal warranty in the EU against non-conformity from delivery. This warranty does not cover damage from misuse, impacts, falls, unauthorized handling, or normal wear and tear.

8.2. Fluye Commercial Lifetime Warranty

If your Fluye product has a manufacturing or material defect, we will replace it. To claim this warranty:

• Proof of purchase (order number or invoice) is required.
• Applies only to manufacturing or material defects. Does not cover normal wear and tear, scratches, impacts, falls, or damage resulting from improper use.
• If the model is discontinued, we will offer an equivalent model or, at Fluye's discretion, a partial refund.

This commercial warranty does not supersede or limit your legal rights as a consumer.

8.3. How to Claim

Write to us at atencionalcliente@fluyebottle.eu with your order number, photos, and a description. Our team will evaluate the case and, if appropriate, offer repair, replacement, or refund.

9. Refunds

We process refunds to the original payment method within 10–14 business days after receiving and verifying the return. The actual crediting time may depend on your bank or issuer. We do not issue cash refunds.

10. Purchases from the United Kingdom

If your delivery address is in the United Kingdom, please note that since Brexit, shipments from Spain are subject to British customs regulations:

• For orders under £135 GBP, UK VAT is applied directly at the time of purchase, and there will be no additional charges upon delivery.
• For orders equal to or over £135 GBP, UK customs authorities may claim import duties and VAT before delivering the package. These costs are not included in the purchase price and are the responsibility of the buyer.
• Fluye cannot anticipate or assume these charges. If you have questions about the applicable taxes for your order, we recommend consulting with UK customs authorities before purchasing.

11. Address and Customer Service

Fluye Bottle S.L. — Passeig del Mare Nostrum 15, Ciutat Vella, 08039, Barcelona, Spain.

Email: atencionalcliente@fluyebottle.eu — WhatsApp (messages only): +31 616447554

Online customer service hours: Mon-Fri 9:00–13:00 and 15:00–17:00 (CET).

Online Dispute Resolution: If we have been unable to resolve your complaint, you can use the European online dispute resolution platform (ODR) enabled by the European Commission: https://ec.europa.eu/consumers/odr

12. Compliance and Transparency Notes

• We publish these terms on the website before purchase; by completing the order, you accept these conditions.
• We may update this policy for operational or legal reasons. The applicable version will be the one published on the date of your purchase.
• In case of discrepancy between this policy and a previous text, the most recent version prevails.