Refund Policy

Refund Policy

Last updated: 6 May 2026

At The Flono Pub Co. (operated by FLONO PUB CO LTD), we want you to be entirely happy with your purchase. This Refund Policy explains your rights and our process for returns, exchanges, and refunds, in compliance with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

  1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving any reason.

The 14-day period begins on the day you (or someone you nominate) physically receive the goods.

To exercise your right to cancel, you must inform us of your decision by clear written statement before the 14-day period expires. You can do this by emailing support@flonopubco.com with your order number and a request to cancel.

  1. Returning Your Item

Once you have notified us of your cancellation, you must return the item to us within 14 days. To be eligible for a full refund, the item must be:

Unused and in its original condition.
In its original packaging where reasonably possible.
Returned together with all accessories, gift boxes, and inserts.

Return postage is the responsibility of the customer unless the item is faulty or incorrectly supplied. We strongly recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

Return Address:
FLONO PUB CO LTD
The Old Dairy, 12 Stephen Road
Headington, Oxford, England, OX3 9AY

  1. Refunds

Once we receive and inspect your returned item, we will notify you by email of the refund decision. Refunds are processed:

Within 14 days of receiving the returned goods.
To the original payment method used at checkout.

Please allow 5-10 working days for the refund to appear in your account, depending on your bank or card provider.

We will refund the full price of the item plus the original standard delivery cost (where applicable). If you chose an upgraded delivery option (e.g. next-day delivery), we will refund only the standard delivery rate.

  1. Faulty or Damaged Items

Under the UK Consumer Rights Act 2015, all goods must be:

Of satisfactory quality.
Fit for purpose.
As described.

If your item arrives faulty, damaged, or not as described, please contact us within 30 days of delivery at support@flonopubco.com with:

Your order number.
A clear description of the issue.
Photographs showing the fault or damage (where applicable).

We will offer a replacement, repair, or full refund (including return postage) at no cost to you.

For items found to be faulty after 30 days but within 6 months of purchase, you remain entitled to a repair or replacement under UK law. After 6 months, the burden of proof for any fault rests with the customer.

  1. Items That Cannot Be Refunded

The following items are excluded from our standard 14-day cooling-off return policy under the Consumer Contracts Regulations 2013:

Personalised or engraved items, including engraved Glass Tankards or any product made to your specification. These items can only be refunded if they are faulty, damaged in transit, or contain an error caused by us (such as a misengraving against your provided text).

Gift cards and digital vouchers.

Items that have been used, washed, or are not in their original condition through no fault of ours.

This does not affect your statutory rights under the Consumer Rights Act 2015 if an item is faulty.

  1. Exchanges

We do not currently offer direct exchanges. If you would like a different product or size, please return your original item for a refund and place a new order.

  1. Damaged in Transit

If your item arrives damaged due to shipping, please:

Photograph the damaged packaging and product before unpacking further.
Contact us within 7 days of delivery at support@flonopubco.com with photos and your order number.
We will arrange for a replacement to be dispatched at no cost to you.

  1. Order Cancellation Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. We will confirm whether dispatch can be stopped and arrange a full refund where applicable.

Once an order has entered the dispatch process, the cancellation will be treated as a return under section 1 above.

  1. How to Contact Us About Returns

For all return-related queries, please contact our customer service team:

Email: support@flonopubco.com
Telephone: +44 7510 751423
Hours: Monday to Friday, 9:00-17:00 GMT

We aim to respond to all customer service emails within 1 working day.

  1. Your Statutory Rights

This Refund Policy does not affect your statutory rights under UK consumer law. For more information about your rights, you can visit the Citizens Advice website (citizensadvice.org.uk) or contact your local Trading Standards office.

FLONO PUB CO LTD
Company Number: 14853590
The Old Dairy, 12 Stephen Road, Headington, Oxford, England, OX3 9AY
support@flonopubco.com

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