General Return Policy
We want every customer to feel confident in the quality of our food flavoring products. Due to health and safety regulations, all flavor concentrates and consumable products are final sale and cannot be returned or exchanged once opened or if the seal is broken.
If you receive a product that is defective, damaged during shipping, or arrives in unopened, factory-sealed packaging with a manufacturing defect, you're eligible to return it within 14 days of delivery. Please make sure to inspect all items as soon as they arrive.
Defective or Damaged Products
If your order arrives damaged, leaking, contaminated, or with a visible manufacturing defect in unopened packaging, please notify us within 48 hours of delivery at [email protected].
To process a claim for defective products, we may require:
- Clear photos of the damaged or defective product
- Photos of the original packaging showing batch/lot numbers
- Your order number and delivery confirmation
- A brief description of the issue
Once verified, we'll provide a replacement or issue store credit at our discretion.
Equipment & Non-Consumable Items
Non-consumable items such as bottles, measuring tools, scales, and mixing equipment may be returned within 14 days of delivery if they are defective or damaged. Items must be unused, in their original packaging, and include all components.
What's Not Covered:
- Normal wear and tear from regular use
- Damage caused by misuse, accidents, or improper storage
- Cosmetic imperfections that don't affect functionality
- Items used outside of manufacturer guidelines
- Products beyond the 14-day return window
To request a return authorization for non-consumable items, visit our RMA Request Page.
Wrong or Missing Items
If your order is missing items or includes something you didn't order, please contact us within 48 hours of delivery at [email protected]. Once we verify the issue, we'll provide a prepaid return label for any incorrect items and ship the correct ones at no additional cost. Please note that if the original items are not returned within 14 days, we reserve the right to charge your original payment method for the full value of the unreturned products.
Restocking Fee
All approved returns of non-consumable items are subject to a 10% restocking fee. Packages returned to us due to failed delivery, incorrect address, or refusal are also subject to this fee plus all shipping costs incurred. Returns must be in factory-sealed, unopened condition. Opened, incomplete, or used items will not be eligible for credit and will be returned to you at your expense.
Product Exchanges
Defective non-consumable items within the 14-day return window are eligible for exchange and will be replaced with the exact same item. If the original product has been discontinued or is no longer available, we'll provide a comparable alternative at our discretion. Exchanges are strictly one-for-one replacements – refunds or store credit will not be issued for exchanges.
Refunds & Store Credit
Refunds for approved returns are issued only to the original payment method used at checkout. Orders paid by cash , or debit are not eligible for direct refunds and will instead receive store credit in the form of reward points. Once returned items are received and inspected, please allow up to 7 business days for processing. Depending on your financial institution, it may take one full billing cycle for the refund to appear on your statement. When applicable, reward points will be added to your account and can be used both online and in-store. Please note that original shipping fees incurred by FLVRS are non-refundable unless the return is due to our error. International shipping fees are always non-refundable.
Price Guarantee
If an item you purchased goes on sale within 30 days of your order, we've got you covered. Simply contact us, and we'll issue the difference as store credit. This guarantee ensures that you're never penalized for shopping early – just another way we stand behind our pricing and reward our customers for their loyalty.
Non-returnable & Final Sale Items
All clearance, overstock, final sale, or "as-is" items are strictly non-returnable and are not eligible for refund or exchange under any circumstances. Additionally, we do not accept returns on consumable products such as flavor concentrates, mixing bases, or opened bottles. Any product showing signs of contamination, improper storage, or general use will also be ineligible for return. These conditions are non-negotiable and strictly enforced to maintain product integrity and food safety standards.
Return Authorization
Before returning any product, you must obtain a valid Return Merchandise Authorization (RMA) number. This helps us track and process your return efficiently. To request an RMA, simply visit https://www.flvrs.com/nz/rma and complete the short form. Returns sent without an approved RMA may be delayed or rejected.
Return Address
After your Return Merchandise Authorization (RMA) is approved, you must return the item(s) within 30 days. Be sure to include a copy of your RMA approval email inside the package to avoid delays. All items must be packaged securely, and we strongly recommend using a shipping method that includes both tracking and insurance. Please note that FLVRS Inc is not responsible for any lost or damaged packages during transit.
The return address will be provided in your RMA approval email.
Contact Us
If you have questions about our return policy or need assistance with an order issue, please contact us:
Email: [email protected]
Response Time: Within 24-48 hours
Please include your order number and a detailed description of the issue when contacting us.
