Fluye Bottle S.L.

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

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 Calculation of Deadlines

Delivery times are counted from payment verification. We will send you an email with the 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 by email.

1.2. Shipping Costs

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

1.3. Delivery Attempts

The carrier will make up to two delivery attempts. If delivery is unsuccessful, the package may be left at a pickup 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 incurred logistical 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 payments via Shopify Payments, Stripe (Visa, Visa Electron, Mastercard, American Express, Diners), and other methods shown at checkout. Processing is done on secure gateway pages; Fluye Bottle does not store card data. If payment is rejected, please verify validity, credit limit, entered data, and the activation of online/international purchases.

If your card was rejected, please check that:

• The card has not expired.
• The credit limit of your card has not been reached.
• The card has not exceeded the allowed amount for purchases.
• You have correctly filled in all necessary fields.
• You have entered the correct data.
• You have online and international purchase options activated.

3. Exchanges and Returns — General Policy

3.1. Returns (defective and non-defective products)

We accept returns of both defective products and products in perfect condition. You have 30 calendar days from delivery to request a return. To do so, contact us at atencionalcliente@fluyebottle.eu, indicating your order number and the products to be returned.

Christmas Exception: Orders placed between December 24 and December 26, 2025, have an extended period of 65 calendar days to make a return.

Conditions: We only accept returns of products in new condition (unused, complete, and with original packaging/labels in good condition). Merely opening the package to verify its nature, characteristics, and function does not invalidate the return.

Costs: The customer is responsible for return shipping costs and the return label. Additionally, a fixed processing fee of €5 will be applied per returned order. This charge does not apply if the return is due to a manufacturing defect or a Fluye error.

Refund: Once the product is received and its condition verified, we will issue a refund to the original payment method within a maximum of 30 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 30 calendar days. Changes are subject to stock availability. For shipments, the customer assumes return and re-shipping costs.

3.3. Exceptions

• Personalized items: Products with laser engraving, screen printing, or custom-ordered items are not eligible for withdrawal unless there is a manufacturing defect or an error attributable to Fluye.
• Improper use or normal wear and tear are not covered.

4. Return Procedure

4.1. Available Options

• Shipment to our warehouse: we will provide you with 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 package.

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 after 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 the event 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 in accordance with their policy. Fluye can support technical evaluation in the case of manufacturing defects.

7. Corporate Purchases (B2B)

7.1. Preference Changes

Within 14 calendar days of receipt, size/model changes are permitted if the product is new, unused, with original packaging and documents. The customer assumes logistical costs. Only one change per order. Does not apply to personalized or promotional products unless there is a factory defect.

7.2. Manufacturing Defects

Provide evidence to atencionalcliente@fluyebottle.eu within a maximum of 14 calendar days from delivery. Changes 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 assume the logistical cost.

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 improper use, bumps, falls, unauthorized handling, or normal wear and tear.

8.2. Fluye Lifetime Commercial Warranty

If your Fluye product has a manufacturing or material defect, we will replace it. This does not cover normal wear and tear from use, bumps, or damage from misuse.

Some commercial warranties are detailed by model and do not affect your legal rights.

8.3. How to Make it Effective

Write to us at atencionalcliente@fluyebottle.eu with your order number, photos, and 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. 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).

11. 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.