Fluye Bottle SL

EU version. This document supersedes previous versions and applies to purchases made on www.fluyebottle.eu and associated domains/stores in the European Union.

Acronyms

• EU → European Union

• CET → Central European Time

• B2B → Business to Business (sales to companies)

• SL → Limited Liability Company

• M–F → Monday to Friday

• e.g. → for example

1. Shipping and Delivery

1.1. Confirmation and calculation of deadlines

Delivery times are calculated from the date of payment verification. We will send you an email with your order number and, once your order is ready, the shipping tracking information.

• Spain (Peninsula and Balearic Islands): 24–72 business hours (Monday to Friday). No shipments are made on weekends or public holidays. During peak seasons (e.g., Black Friday, Christmas), delivery times may be longer.
• European Union (EU): 3–7 business days as a reference. Depending on the country and logistics provider, this period may reach up to 10–12 business days.
• Exceptions: Factors beyond Fluye's control (e.g., courier issues, weather events, holidays, strikes) may affect delivery times. If this happens, we will keep you informed by email.

1.2. Shipping costs

Shipping costs are calculated at checkout when you enter your address. Free shipping within Spain for orders over €50. Free shipping promotions to other EU countries may be announced on the website.

1.3. Delivery attempts

The courier will make up to two delivery attempts. If delivery is unsuccessful, the package may be held at a collection point or returned to the warehouse. We will contact you to reschedule delivery. If we do not receive a response within 7 calendar days of the first attempt, we may cancel the order and issue a refund, minus any shipping costs incurred.

1.4. Office collection (optional)

You can pick up your order at our office after receiving email confirmation. Address: Passeig del Mare Nostrum 15, Ciutat Vella, 08039, Barcelona, ​​Spain. Opening 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 through Shopify Payments, Stripe (Visa, Visa Electron, Mastercard, American Express, Diners Club), and other methods shown at checkout. Processing takes place on secure payment gateway pages; Fluye Bottle does not store card details. If your payment is declined, please check your card's validity, credit limit, the information you entered, and whether online/international purchases are enabled.

If your card has been declined, please check that:

• The card has not expired.
• Your card's credit limit has not been reached.
• The card has not exceeded the amount allowed for making purchases.
• That you have correctly filled in all the required fields.
• That you have entered the correct data.
• Have the online shopping and international shopping options activated.

3. Exchanges and returns — General policy

3.1. Right of withdrawal (online purchases in the EU)

You have 14 calendar days from delivery to return your order without giving a reason. To do so, please contact us at atencionalcliente@fluyebottle.eu, indicating your order number and the products you wish to return.

Conditions: The product(s) must be unused, complete, and with original packaging/labels in good condition. Simply opening the package to verify its nature, characteristics, and functioning does not invalidate the right of withdrawal.

Costs: For returns due to buyer's remorse, the customer is responsible for return shipping costs. Additionally, a fixed handling fee of €3.50 will be applied per returned order. This fee does not apply if the return is due to a manufacturing defect or an error on Fluye's part.

Refund: Once the product has been received and its condition verified, we will issue a refund to the original payment method within 10–14 business days.

3.2. Changes in size/model/color

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

3.3. Exceptions

• Customized products: Products with laser engraving, screen printing or customized on request are not eligible for return except for manufacturing defects or errors attributable to Fluye.
• Misuse or normal wear and tear are not covered.

4. Return procedure

4.1. Available options

• Shipping to our warehouse: we will provide you with the address and label if applicable. • Office pickup (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 inside 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 the one you ordered, please notify us ideally within 48–72 hours of delivery by sending photos and a description to customer.service@fluyebottle.eu. However, your legal coverage for manufacturing defects is not limited to this period (see warranty).

5.2. Costs

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

6. Purchases in retail stores or third parties

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

7. Corporate purchases (B2B)

7.1. Changes by preference

Within 14 calendar days of receipt, exchanges for a different size/model are accepted if the product is new, unused, and in its original packaging with all original documents. The customer is responsible for return shipping costs. Only one exchange per order. This does not apply to personalized or promotional items, except in the case of a manufacturing defect.

7.2. Manufacturing defects

Please submit evidence to atencionalcliente@fluyebottle.eu within 14 calendar days of delivery. Exchanges are subject to technical validation and stock availability. If the defect cannot be verified via multimedia, we may request that the item be sent to our office; in this case, Fluye will cover the shipping costs.

8. Legal and commercial guarantee

8.1. EU Legal Guarantee

All products come with a 2-year warranty against non-conformity (manufacturing defects) from the date of delivery. This warranty does not cover damage caused by misuse, impacts, drops, unauthorized handling, or normal wear and tear.

8.2. Fluye Commercial Guarantee (additional)

Without prejudice to the legal guarantee, Fluye offers a 1 year commercial guarantee against abnormal oxidation of the steel (when used according to the manual).

8.3. How to make it effective

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

9. Refunds

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

10. Management and customer service

Fluye Bottle SL — Passeig del Mare Nostrum 15, Ciutat Vella, 08039, Barcelona, ​​Spain.

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

Online 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.