These general terms and conditions (together with the information and policies contained in the applicable pages on the website and any other documents referred in these general terms and conditions) (the “General Conditions”) apply when you as a consumer (the “Customer”) place an order via www.flowdrinks.com and related pages, (the “Website”). The agreement is concluded between you and Flow Drinks Oy, company reg. no. 09805665. Detailed contact information and other information about Flow Drinks Oy are set forth on the Website. The General Conditions are applicable for Customers that are consumers and that place an order via the Website.
The Customer must be minimum 18 years old to order via the Website. Flow Drinks Oy does not accept any credit purchases to persons below 18 years of age. Flow Drinks Oy reserves the right to deny or change a Customer’s order (e.g. if the Customer has provided incorrect personal data and/or has any record for non-payment of debt).
To the maximum extent permitted by applicable local law, Flow Drinks Oy shall have no liability in case products are sold out, nor for image or typographical errors on the Website, e.g. errors in the product description or technical specification, inaccurate prices and price adjustments (such as changed prices from suppliers, change in currencies) or incorrect information with regards to whether a product is in stock. Flow Drinks Oy is entitled to rectify any such errors and, at any time, to change or update the information. If an inaccurate price has been stated for a product ordered by the Customer, Flow Drinks Oy will naturally notify the Customer accordingly and await the Customer’s approval of the amended price prior to Flow Drinks Oy continuing with the order process. All images on the Website shall be considered solely as illustrations. Such illustrations do not guarantee to reproduce the amount of products the Customer will receive or the exact appearance, function or origin of the product. Flow Drinks Oy is not responsible for any information by third parties provided for on the Website, but warmly welcomes any reason for correction as your feedback.
The Website and all its content is owned by Flow Drinks Oy or its licensors. The information is protected by intellectual property and marketing legislation. This means that trademarks, company names, product names, images and graphics, design, layout and information about products, services and other content may not be copied or used without the prior written consent of Flow Drinks Oy.
Please note that nothing in these General Conditions affects a Customer’s mandatory statutory rights under applicable local laws, to the extent that such rights apply to such Customer and cannot be limited or excluded.
2. Contracts and orders
A purchase agreement is concluded when Flow Drinks Oy has confirmed the Customer’s order and the Customer has received an order confirmation from Flow Drinks Oy via e-mail. Flow Drinks Oy encourages the Customer to save the order confirmation for any future contacts with Flow Drinks Oy’s customer service regarding the order. The Customer is entitled to cancel its order up until it has been confirmed by Flow Drinks Oy. If the order is cancelled, Flow Drinks Oy will refund any payments the Customer or its pay- or credit card company has made with regard to the order.
3. Customer information etc.
The Customer undertakes to ensure that no one, except the Customer, uses the Customer’s log-in details. The Customer may not disclose its username or password to any person and shall ensure that any documentation with information about username and password is kept in such a way that unauthorized persons may not access the information. The Customer shall notify Flow Drinks Oy without delay if it may be suspected that any unauthorized person has obtained access to the Customer’s password. The Customer is responsible for all purchases made with the Customers log-in details if the Customer has not provided such notification.
If Flow Drinks Oy suspects that the Customer abuses its user account or its log-in details or otherwise violates the General Conditions, Flow Drinks Oy is entitled to block the Customer’s access to its user account without prior notice. Flow Drinks Oy is furthermore entitled to assign new login details to the Customer.
4. Prices, fees and payment
The prices stated on the Website apply to orders placed on the Website. The prices are presented in EURO and include VAT. The prices do not include payment- and shipping fees, which are given separately.
The Customer can pay for its purchase in the manner specified on the Website. Read more about our different payment options. Some payment options may not be available in your country. Flow Drinks Oy is entitled to charge the Customer already in connection with the order, unless invoicing or any similar payment method is offered and has been selected by the Customer and approved by Flow Drinks Oy. Upon invoicing or partial payment, Flow Drinks Oy or its partners may obtain a third party credit report. In such a case you will be informed accordingly. Flow Drinks Oy reserves the right not to offer all payment methods at all times, alternatively change payment method if the payment method the Customer has selected does not work, for whichever reasons, at the time of fulfillment of the order. Please note that limitations of available payment methods are set forth on the Website.
5. Special offers
Flow Drinks Oy may from time to time provide special offers on the Website which may have more favorable conditions than those set forth in these General Conditions, e.g. with regard to payment or extended right of withdrawal. Such conditions will apply for the duration of the special offer and for the specific products set forth by Flow Drinks Oy in connection therewith. Flow Drinks Oy reserves the right, at any time, to withdraw such special offers. Upon termination or withdrawal of a special offer, these General Conditions shall apply without any amendments. Any offers on specific products on the Website are valid only for a limited period of time and until products are sold out.
6. Delivery and shipping
Products in stock are normally delivered within the number of working days set forth on the Website. Unless otherwise agreed (e.g. in connection with reservation of products not in stock), delivery will be made no later than 30 working days after Flow Drinks Oy has confirmed the order in writing through the order confirmation. Further information about Flow Drinks Oy’s delivery of products and the conditions for delivery are set forth.
The expected delivery time is set forth in the order confirmation, at the checkout and/or on the current product page on the Website. In case of delay in delivery, Flow Drinks Oy will notify you accordingly and will continue to monitor the order. Unless otherwise expressly agreed and if a delivery is delayed for more than 30 working days and it is not due to you as Customer, you are entitled to cancel the purchase.
If any package shall be picked up at a specific delivery point, the Customer shall do so within the time specified in the notification. Packages shall normally be retrieved personally with valid identification and order number. The Customer will receive a notification of delivery stating when and where the package shall be picked-up or received. The notification may be made by e-mail, ordinary mail and if the Customer has provided a mobile number, also by phone or SMS. Flow Drinks Oy is entitled to charge the Customer a fee if the package is not retrieved.
7. International delivery and product restrictions
Details on which countries Flow Drinks Oy delivers to can be found here. Due to local law or regulations there may be restrictions on some products for certain international destinations and Flow Drinks Oy may not be able to ship all items available on the Website to the Customer’s location. Flow Drinks Oy shall not be held liable in relation to any product that Flow Drinks Oy is unable to sell or deliver to the Customer as a result of such restrictions. Please review the information on the specific product page on the Website carefully before ordering products.
Customers are responsible for ensuring that the products ordered can be lawfully imported to the Customer’s specific country. Please note that when shipping products from outside of Flow Drinks Oy’s territory, cross border shipments may be subject to opening and inspection by customs authorities, and/or customs authorities may require Flow Drinks Oy to state the value of the Customer’s order directly on the Customer’s package(s). Customs agents may have the right to release or deny release of as Customer’s package(s), and may also delay delivery. When ordering from the Website, the Customer is the importer of record and must comply with all laws and regulations of the destination country. In certain countries and only in certain circumstances, Flow Drinks Oy may use an importer of record to facilitate customs clearance and delivery to the Customers.
8. Right of withdrawal
In addition to our returns policy, if the Customer is residing in the European Union, the following shall apply. When purchasing products on the Website the Customer has a 14 day withdrawal period in accordance with applicable consumer protection legislation (Finland: Kuluttajansuojalaki). This means that the Customer has the right to cancel any purchase by notifying Flow Drinks Oy accordingly within 14 days from when the Customer or its representative received the product ordered (withdrawal period).
The right of withdrawal does not apply to the following kind of products:
• (a) products made to the Customer’s specification or which otherwise has been given a clear personalized character, which Flow Drinks can sell
• (b) products with broken seals which may not be returned due to health protection or hygiene reasons
• (c) a product which is liable to deteriorate or expire rapidly;
By accepting the General Conditions, the Customer acknowledges and agrees that the right of withdrawal is not valid for non-compliant returns.
In connection with ordering a product for which the right of withdrawal does not apply, the Customer will receive clear information. If a product has been sealed, the Customer may not break the seal if the Customer wishes to utilize its right of withdrawal. The right of withdrawal ceases accordingly when the Customer breaks the seal of packaged product.
If the Customer wishes to withdraw a purchase, the Customer shall, prior to the expiry of the withdrawal period, send a clear message to Flow Drinks Oy in the manner set forth. The Customer shall provide its name, address and other relevant information, e.g. order reference, invoice number and the name of the product in the message. If the Customer prefers not to use the above alternative message, the Customer may use the standard form for the right of withdrawal provided by the National Board for Consumer Policies described here.
If the Customer uses its right of withdrawal, the Customer shall pay for the return shipping costs and is responsible for the condition of the product after the Customer has received the product and during the return shipping. The product shall be returned within 14 days from the date when Flow Drinks Oy was notified of the withdrawal. The product shall be sent well packaged, in good condition and in its original box and/or packaging. Any returns shall be sent to Flow Drinks Oy in accordance with the methods and directions set forth on the Website which you can find here.
Flow Drinks Oy may at time offer returns free of charge for certain products. If return free of charge is applicable, this is set forth on the applicable page for the product on the Website.
When the Customer withdraws its purchase, Flow Drinks Oy will refund the amount the Customer has paid for the product, including shipping costs. Any additional shipping costs due to the Customer choosing another delivery method than the standard delivery method offered by Flow Drinks Oy are exempted from refund. Upon return of part of an order, the shipping costs will not be refunded. Flow Drinks Oy is entitled to deduct an amount from the amount to be refunded, which corresponds to the depreciation in value of the product compared to the original value of the product, if and to the extent such depreciation in value is due to Customer having handled the product to a greater extent than necessary to determine its characteristics.
Flow Drinks Oy will pay back the amount without undue delay, however, no later than within 14 days from the date Flow Drinks Oy received the Customer notification of withdrawal. However, Flow Drinks Oy may delay repayment until Flow Drinks Oy has received the product or the Customer has provided proof that the product has been returned, e.g. by means of certificate of delivery. Repayment will be made to the Customer by the payment method chosen by the Customer, unless otherwise agreed or if there is any objection for such a repayment.
9. Special conditions
All products sold at Flow Drinks Oy are meant to be healthy and safe for anyone but as we are different they are only supplementary to the advice of your physician and/or nutritional therapist and are not meant in any way to replace any professional medical examination or need for medical treatment.
Products with nutritional value at www.flowdrinks.com should not be used as a substitute for a varied diet. Consider the importance of a varied and balanced diet and a healthy lifestyle. If you are pregnant, breastfeeding, suffering from illness or undergoing any medical treatment, you should always consult a doctor before using the products sold at Flow Drinks Oy.
10. Warranty and complaints
Flow Drinks Oy’s products may be subject to limited time for consumption. Information about any best before period and special conditions for each product respectively, is set forth on the Website or in these General Conditions or on the product packages. To the maximum extent permitted by applicable local law, best before times for products will only cover original manufacturing defects and accordingly not any fault arising upon or after any individual changes of the product’s function and appearance, e.g. rebuilding, upgrading or other configuration of the product. The Customer’s order confirmation constitutes the certificate for standard product warranty.
The right to file a complaint apply to products which are defective according to applicable consumer protection legislation. Any Customer who wishes to assert their right to file a complaint for any product ordered shall contact Flow Drinks Oy as soon as possible after the defect was discovered, using the contact information set forth on the Website. Complaints made within two months from the Customer discovering the defect, will always be considered as having been given in due time. The Customer has the right to file a complaint for products purchased on the Website within a period of 3 years from receiving the product.
Flow Drinks Oy will carry the cost for the return freight for any approved complaints.
Once a product, for which a complaint has been filed, is returned and the complaint approved, Flow Drinks Oy will refund the Customer in compliance with applicable consumer protection legislation. Flow Drinks Oy strives to do so within 30 days from receipt of the complaint by Flow Drinks Oy, but it may be delayed depending on the nature of the product. Flow Drinks Oy reserves the right to refuse any complaint if the product, in compliance with applicable consumer protection legislation, proves not to be defective. Upon complaints Flow Drinks Oy complies with the guidelines provided by the relevant authority for Consumer Complaints (Fnland: Kilpailu- ja kuluttajansuojavirasto) or the corresponding authorities in other European countries. Further information is available on on www.ecc.fi.
12. Liability exclusions and retention of title
To the maximum extent allowed by applicable local law and unless otherwise set forth on the Website or in these General Conditions, Flow Drinks Oy disclaim any and all warranties of any kind, whether expressed or implied, in relation to the products. This does not affect your statutory rights as a consumer.
To the maximum extent acceptable by applicable local law, the Customer agrees that Flow Drinks Oy will not be liable to the Customer or any third party for any direct, consequential or incidental damages (of which terms includes, without limitation, pure economic loss, loss of profits, loss of business, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data) or any indirect, special or punitive damages whatsoever that arise out of or are related to the Website or the performance of any product purchased through the Website.
Notwithstanding anything to the contrary contained herein, Flow Drinks Oy’s liability to the Customer for any cause whatsoever, and regardless of the form of the action, will at all times be limited to the lesser of: (a) the amount paid, if any, by the Customer to Flow Drinks Oy for the products purchased; and (b) EUR 1000.
The disclaimer of certain warranties and conditions and the exclusion or limitation of certain liabilities may be prohibited by law in some jurisdictions, and so the foregoing disclaimers and liability exclusions may not apply to the Customer.
The title in the product(s) which a Customer has purchased via the Website (and so risk of loss or damage to such) will pass to the Customer on the later of: (a) the date on which Flow Drinks Oy receive payment in full for the product(s) purchased via the Website; or (b) the date and time of delivery by Flow Drinks Oy to the Customer’s nominated address. Flow Drinks Oy accept no liability where the Customer provide an incorrect delivery address or where the Customer fail to collect the products from the delivery address which the Customer specified.
13. Force Majeure
To the maximum extent permitted by applicable local law, Flow Drinks Oy is not liable for any delays caused by circumstances beyond Flow Drinks Oy’s control, e.g. general labour dispute, acts of war, fire, lightning, terrorist attacks, changed governmental orders, technical problems, defects in power- /tele-/computer communications or other communication and defects or delays in the service by subsuppliers due to circumstances set forth above. Such circumstances shall result in relief from damages and other measures. If any such situation should arise, Flow Drinks Oy shall inform the Customer accordingly both at the beginning and the end of the period for the current situation. If the situation has lasted for more than two months, both the Customer and Flow Drinks Oy are entitled to terminate the purchase with immediate effect.
14. Changes to the General Conditions
Flow Drinks Oy reserves the right to change these General Conditions at all times. Any changes to these General Conditions will be posted on the Website. Changes will become valid once the Customer has accepted the General Conditions (in connection with a new purchase or while browsing the Website), alternatively 30 days after Flow Drinks Oy has informed the Customer of the changes. However, Flow Drinks Oy recommends that the Customer regularly remains updated on the Website in order to become aware of any changes to the General Conditions.
If any provision of this Agreement is held to be invalid or unenforceable by any competent court, authority or arbitral tribunal, the remainder of that provision and all other provisions will remain valid and enforceable to the fullest extent permitted by applicable law. Any provisions determined invalid or unenforceable will be substituted by relevant legal guidance and advice.
16. Applicable law and dispute resolutions
Any disputes shall primarily be settled by agreement after discussions with Flow Drinks Oy’s customer services. In the event of any dispute, Flow Drinks Oy complies with the decisions of the Finnish Kilpailu- ja kuluttajansuojavirasto or the corresponding authority in other European countries.
Save to the extent that a Customer exercises statutory rights as a consumer to bring an action in, or rely on the laws of, the Customer’s country of domicile, the interpretation, construction, effect and enforceability of these General Conditions shall be governed by Finnish laws and the Customer and Flow Drinks Oy agree to submit to the non-exclusive jurisdiction of the courts of Finland for the determination of disputes.
PAYMENT AND DELIVERY
Terms of payment
We want you to always feel safe when you choose to shop with us. We have therefore chosen to offer only tested and secure payment options. When paying by invoice and installment payment, the package is always sent to the registered address in order to avoid fraud. Any attempts of fraud will be reported to the police.
You can choose between the following payment options:
Payment by card
When you choose to pay by card you need to enter the card number, card expiration date and CVC code that is found on the back of the card. In Finland you can also use direct debit card payment.
For orders under 80 EUR = 7 EUR. For orders above 80 EUR = Free shipping for Finland to Finnish Posti delivery point as “Postipaketti”. Other countries – according Posti service costs.
You can also pick up your order from our retail storage location, Mekaanikonkatu 3 00880 Helsinki. Welcome!
We use SSL (Secure Socket Layer), which is a protocol for secure data transmission over the Internet (or other networks).
A protocol is a set of rules and procedures on how information (data) should be treated. SSL protocol processes the data through an encryption process. This is done to make the data unreadable during transmission between the two computers. When data is received by the recipient, SSL “puts together” the data in its original order, and checks so that the sender is correct (Server Authentication) and verifies that the data hasn’t been altered in transit (message integrity).
Incorrectly entered address
If an incorrect or incomplete address is entered it can lead to the order being returned to Flow Drinks Oy. This may mean additional costs being attributed to the customer. We therefore recommend that the customer always ensures that his/her address is correct and complete. When the order is placed, you can no longer change address or billing information.
Once we receive your order we will send you a confirmation e-mail with information about your order. Make a habit of always checking your order confirmation, so that everything looks OK, if there are any questions, please contact our customer service immediately. Save the order confirmation for a case of contact with customer service. When you contact us it is good if you can provide a customer number/order number. Always check the contents of the package and ensure that it corresponds with your order confirmation.
Tel: +35844239870 ( open 10 – 18 EET (GMT+2) on normal working days.
We can deliver our products to many countries by postal services. For outside Finland deliveries, please familiarize yourself with general terms and conditions and what is said below about International deliveries.
Normally in Finland you will receive your package within 3-7 working days. For bigger campaigns, it may take a little longer. Smaller orders with backorder will be shipped when all items are back in stock. We reserve the right to remove products with backorder from the order.
If you have provided an incorrect address, and we have sent you a package, a fee for change of information will apply (the fee is charged in conjunction with the change). It may take up to 48 hours to carry out the change.
If you cannot be found under the registered address, the shipping service will leave a notification at the initially specified address. This notification will state that you need to pick up a package at the nearest post service point or office.
*When we refer to days, we refer to normal working days. This is Monday-Friday excluding public holidays.
Flow Drinks Oy ships from Finland through Finnish postal services to Nordic countries (Sweden, Denmark and Norway) Baltic countries(Estonia, Latvia and Lithuania) and Russia.
For deliveries to other countries, please contact first our Customer Service.
RETURNS AND COMPLAINTS
Return policy, return & warranty Information
When purchasing goods at Flow Drinks Oy, 14 days return right in accordance with applicable consumer protection laws always applies. This means that you have the right to cancel your purchase by notifying Flow Drinks Oy within 14 days from the date when the customer or representative receives the ordered goods (cancellation period). For more information about your cancellation rights, see our Terms and Conditions that can be found here
As a customer of Flow Drinks Oy you have the right to cancel your purchase within 14 days from the date you received the item without providing any reason. In order to make use of the right of withdrawal before the end date, it is sufficient, but you must inform us of your decision to cancel your order before the withdrawal period is over.
You as a customer are responsible for return costs and are responsible for returning the product to us. When Flow Drinks Oy is responsible for returning the order, we will refund the respective freight costs (applicable in cases where the products are defective or the order contains faulty goods).
Contact us regarding your return
How to do a return?:
Send the return note via email (or letter if desired) after the registration of a notification of return and remember to include your original order data (order confirmation note) to the return note.
Goods must be returned along with the invoice or packing slip (or a copy of these, front and back). Remember that you as a customer, when returning, are responsible for goods not getting damaged in transit back to us. If you have the transport packaging we used to send goods to you, it is good to use it also for the return. In case it is missing, you should keep in mind that the goods may be exposed to shock during transport, therefore an outer packaging with cushioning material between this and the goods’ package is good to use. Put no address labels directly on the packaging but to the protective box around the original packaging.
Remember that returning right does not apply to the following types of goods:
a) goods that have been produced according to customer specifications or otherwise have been clearly personalized.
b) goods with a broken seal that cannot be returned because of health or hygiene reasons
Flow Drinks Oy will pay the amount back as soon as possible and no later than within 14 days from the date Flow Drinks Oy received notice of return. Flow Drinks Oy may withhold reimbursement until Flow Drinks Oy receives the product or the customer proves that the product has been returned, for example by a filing receipt.
The refund will be made to the customer via the payment options that the customer chose to pay with, for example, if you paid your order with a payment card, we will transfer the amount back on the same card.
Returns should be sent to the following address:
Flow Drinks Oy
What if the goods are damaged?
As a course of caution, you should have the habit of looking over the package when you pick it up. You have the right to open the package without costs, to make sure the items are intact and can be consumed or used normally.
Filing a complaint
If something is wrong with your product upon delivery, please make a claim about it with us as soon as possible. Remember to include complete order and delivery data to your complaint. A complaint can be filed by contacting our customer service and if you have questions about your claim, please contact our customer service.
After we have reviewed and approved your claim request. Flow Drinks Oy will pay the return costs.
Goods must be returned along with the invoice or packing slip (or a copy of these, front and back). Remember that you as a customer, when returning, are responsible for goods not getting damaged in transit back to us. In case it is missing, you should keep in mind that the goods may be exposed to shock during transport, therefore an outer packaging with cushioning material between this and the goods’ package is good to use.
Return to the following address:
Flow Drinks Oy
Complaints must be always made through customer service and not just by sending goods back.
Types of complaints and expected action:
a) Packing errors: If the wrong product is sent by us, we will send out the right product and the wrong product must be returned to us. Be sure to include in the complaint which product you received instead.
b) Product missing: After inspection missing items will be sent to you.
c) Faulty/defective: We will send out a new product. The entire product must be returned to us.
d) Expired date: Do not forget to specify when the product expired. We will perform our assessment thereafter.
e) Other reason: If the cause is different, it must be specified what the cause is.
we are proud to our products quality, so please be very specific to describe the cause of complaint.
Time for Complaints
Notification of faulty products must be made within a reasonable time after you, the customer discover or have discovered the defect. Regarding ready to drink products a notice of claim should be given within 14 days after you have received the product(s). The best before for a drink product expires in any case according the markings on the product. Only original customers who bought the product have the ability to complain.
Modifying and cancelling orders
You cannot manually change or cancel your order on Your page. We will change and cancel your order to the extent it is possible. When an order is printed for packing, we are unable to change or cancel it. But if you notice an error in your order, please contact our customer service soonest possible.
Information errors on the website
We reserve the right to retroactively correct prices, texts printed/written incorrectly on our website, in catalogues, on products, or in other appropriate media. We reserve the right against price adjustments (such as changes in prices from our suppliers, changes in exchange rates), changes in inventories and for example technical errors in the web shop, browser or server.
Products in flowdrinks.com are intended for normal persons who eat normal food. Website ordering is allowed only over 18 years old, unless otherwise indicated. Flow nutritional or drink products should not be used as a substitute for a varied diet. The recommended daily doses of some ingredients indicated on the package and on the website should not be exceeded. Consider the importance of a varied and balanced diet and a healthy lifestyle. If you are pregnant, breastfeeding, suffering from illness or undergoing any medical treatment, you should always consult a doctor before using any nutritional products sold on flowdrinks.com.
Information about products, their nature and content is updated regularly based on the information provided to flowdrinks.com by the supplier of the product. Flow Drinks Oy accepts no responsibility for inaccurate information on products in cases when the error occurred due to a supplier.