REFUND AND RETURNS POLICY

For Festival Flow Store it’s very important offer best experience for all our customers, that’s why we have a quicker dispute solution and will appreciate it a lot if you provide:

1. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
2. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
3. The products need to be returned to Festival Flow Store if our Dispute Team asks for a return in Disputes.

Except for the important interpretation, Festival Flow Store will make a refund, resend, or accept the return for any of the following cases:

1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Festival Flow Store warehouse. Following countries and shipping methods may be different:

1. For orders shipped to the USA, it will be counted 45 days after orders departed from Festival Flow Store warehouse.
2. For Brazil, it is after 110 days counting from the date that order departed from Festival Flow Store warehouse due to the strict customs clearance at Brazil.
3. For Packet Liquid Line to all counties, CJ will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Festival Flow Store warehouse.
4. For some special shipping methods, Festival Flow Store cannot deal with your disputes. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Festival Flow Store will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.

2. Orders not Received.

Festival Flow Store will not deal with the refund or resend if the tracking information shows the order is delivered.

1. If Your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
2. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
3. a) Incorrect/insufficient address.
4. b) No such number.
5. c) Unknown recipient.
6. d) Refused.
7. e) Do not pick up in time.
8. f) No safe delivery location.
9. g) Uncleared customs.
10. h) Others.

Notes:

1. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Festival Flow Store takes no responsibility if products have been lost.
2. If the logistics company provides return service, Festival Flow Store will put the products in your private inventory and will not refund them when we receive the returned items.
3. Festival Flow Store cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

3. Products Damaged.

Festival Flow Store offers a full refund or a replacement if packages arrived are badly damaged.

Festival Flow Store offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

1. For fragile products, a refund is highly recommended.
2. For damaged packing boxes, Festival Flow Store cannot offer any refunds or other after-sale services due to the long-distant international delivery.
3. For ordinary, electronic products, your clients shall complain or open a dispute to you within 30 days after packages are delivered.
4. For service products, Festival Flow Store refunds you the cost of the product which is the price market. If you have Festival Flow Store quality inspection service. Otherwise, Festival Flow Store will not take any responsibility for them. (See the following important interpretation > Service products)

4. Incorrect or Missing Products.

Festival Flow Store has a strict quality control process before products are dispatched. Festival Flow Store will deal with incorrect or missing products as follows:

1. For incorrect products, Festival Flow Store offers a full refund or replacement.
2. For products with wrong colour, size which doesn’t affect product function, etc., Festival Flow Store offers a refund or resend if you provide a screenshot of your clients’ complaint including name, content and date.
3. For parts missing which doesn’t affect product function, Festival Flow Store may refund partially or resend the missing part; for parts missing which affect product function, Festival Flow Store will resend the product only.
4. For accessories, Festival Flow Store will resend the accessories.

Notes: 

For size problem, CJ will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

5. Orders Cancellation.

For orders cancellation, Festival Flow Store offers a full refund before products are processed by warehouses.

1. After payment, POD orders cannot be cancelled as it is customized.
2. After payment, preorder inventory orders cannot be cancelled as it is special products and only available for you.
3. After payment, video and photo orders cannot be cancelled as Festival Flow Store has planned and prepared for you after payment.

Important Interpretation

1. Deadline of Opening Dispute.

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

2. Force Majeure.

Festival Flow Store  takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Festival Flow Store will notify you by Festival Flow Store Chat, Email, WhatsApp etc.

3. Shipping Method Limits.

Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. Festival Flow Store lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including: PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.

Notes:

When choosing certain shipping methods, the remote addresses will be charged additional cost.

4. Return.

Products can be returned to Festival Flow Store warehouses only. Please return products within 30 days after receiving products.

5. Service Products.

Service products apply to the following interpretation.

1. Any disputes arising from products damaged or shipping delayed, Festival Flow Store may not refund the product cost.
2. Any disputes arising from bad quality, Festival Flow Store may not accept as each product has enough information about the materials, composition, size, dimensions’, detailed images of how the product looks like and quality.

6. Unacceptable Disputes.

Festival Flow Store shall not accept any unreasonable disputes, including but not limited to:

1. The buyer does not like it.
2. The product description is not real.
3. Products smell unusual.
4. The buyer ordered the wrong items or SKU.
5. The shipping address was provided incorrectly.
6. Product difference was negotiated in advance.
7. Tracking information deleted by logistics companies or local post offices.
8. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.