Update Dates: 

• V1 22 April, 2021:  V2 29 April 2021; V3 14th January 2022; 
• V4 1st February 2022
• V5 29 September 2022
• V6 19 June 2024 (editing for Flow Hive Inc & associated changes)

The policies on this page are a summary of our Terms of Service: 

Order Cancellation, Return or Refund

Our Cancellation of an Order:

We reserve the right to cancel any order, at any time before shipment, for any reason, an order that has previously been Accepted.  This may be required, for example, but without limitation, where a) supply of the item is unable to be met; b) an event occurs outside of our control, eg strikes, freight failure, war, storms, floods, earthquake, pandemic, failure of computer systems; c) goods ordered were subject to an error on the website which was not discovered until the Order had been Accepted;  means that we are unable to supply them within a reasonable time.  Your order will be fully refunded.  Flow accepts no liability for any losses of any kind or any reduction in anticipated revenue as a result of our cancellation of an order.

Your Cancellation of an Order:

1. Cancellationwithin10 days of Order Acceptance and prior to Shipping: 

Except to the extent otherwise required by law, and without limitation, if you elect to cancel your Order for Change of Mind within 10 days of Order Acceptance, and where the Order has not commenced any part of the shipping process, we will refund the value of the Order, including shipping costs, minus a 5% fee for administration and any other costs incurred. Typically most items are held in stock and shipped within 24 hours of Order Acceptance so cancellation under this clause is not possible. 

1. Cancellationafter10 days of Order Acceptance and prior to Shipping:

Except to the extent otherwise required by law, and without limitation, if you wish to cancel your Order for Change of Mind more than 10 days after purchase and the item has not yet commenced shipment, at our sole discretion a refund may be issued, minus a 10% cancellation fee and any other costs incurred.

1. Cancellation of your Order after Shipping:

Except to the extent otherwise required by law, and without limitation, if the Order has already been shipped, we may only, and at our discretion, accept a Return for Change of Mind provided you contact us within 14 days of receiving the Order, meet all our return criteria, that the goods are completely unopened and the packaging is in original condition, and you correctly follow all the process outlined in the section below titled “Process for returning Goods”, and any other direction in this Agreement or given to you by a Flow customer service team member.  Approved returns only will be allocated an RMA (Return Material Authorisation) Number that is to be quoted in all communications.  

Except to the extent otherwise required by law, and without limitation, all Returned goods must be a) returned completely unopened; b) in their original condition; c) fit for resale in every regard. Owing to the very strict biosecurity parameters required for beekeeping, under no circumstances will opened goods be considered for Return.  

All authorised Returns must be shipped back within 14 days of receiving the Flow authorisation to Return.  We will charge a handling and restocking charge of 20% of the purchase price, plus any other costs incurred. We will not refund the original cost of shipping the Order to you. You must pay all the costs associated with this Return. 

You will receive your Refund once the Return has been received and verified to meet our Returned Goods conditions.  

Returns

1. Incorrect Goods.

If you receive incorrect Goods, meaning items that are different to your order, please contact us within 7 days, including supplying us with any relevant photos if requested, for further information and directions.

1. Unused Damaged or Defective Goods.

If you receive damaged or defective Goods, you must notify us within 7 days for our assessment, including you supplying us detailed photos of the damage or defect. You will be advised, without limitation to any Legal rights you may be entitled to, at our discretion and, depending on whether the defect or damage is minor or major, the next step.  

We may or may not direct you to Return the item to us for review.  

Any item directed to be Returned must be returned to us within 30 days of delivery before a refund or replacement will be considered. You must correctly follow the process outlined below in “Process for returning Goods”. We will advise you of your closest return shipping address. You may be responsible for arranging return Shipping and any costs you incur for the return of the Goods shall be paid for by you.  Upon receipt of the returned item, we will examine it and notify you via email whether you are entitled to a replacement or refund. Where the Returned goods are found to be damaged or defective at no fault to you, return freight costs will be refunded.  Be sure to follow all instructions given to you by your Flow Customer Service team member. 

Where Goods are found to be damaged, faulty or incorrect, we will either (at our discretion); repair and return the Goods or send you a replacement item or issue a refund.  

1. Return to sender (RTS) or delivery refused or delivery missing

Should you provide an incomplete or incorrect shipping address that, for any reason, is unable to be shipped to, or if the shipment is refused for any reason, up to 15% (of the total order value) restocking fee may be charged or you will be charged a re-delivery fee plus any other storage or costs associated that must be paid prior to the re-delivery of the shipment.

Goods are shipped from our warehouse and delivered to you (“Last Mile Delivery”) by a limited number of reliable and trusted 3rd party freight providers.  The Terms and Conditions of this Last Mile Delivery freight is as per outlined by each of these providers.  Please contact them directly for details.

Flow strongly recommends, and where possible requires it, that all deliveries are formally verified, with either signature or photograph.

Where Goods are advised to have been successfully delivered by a 3rd party freight company to the shipping address provided, however are unable to be located at that address, you must contact the 3rd party freight provider directly and without delay. Any dispute over delivery of Goods must be taken up with the 3rd party freight company directly. 

Used or Opened Items

Under no circumstances can we accept Returns of any used or opened Goods due to local, national and international biosecurity quarantine laws relating to bee equipment and beekeeping products.  Goods, including the beekeeping protection range, which may have come into contact with other beekeeping equipment, bees or honey cannot be returned, without exception.  

To be considered for our accepted return reasons, all Goods must be in their original packaging, completely unopened with the original packaging undamaged with the exception of the beekeeping protection range that may be tried on for size. 

Process for returning Goods

On notifying us of your request to return Goods, you will receive direction on whether the return is possible, and if so, what you are to do next.  Only where the Goods meet the listed criteria for ‘Return of goods’ you will receive our official approval authorization for a return. If the return does not meet the criteria, we are unable to accept your return. Approved returns only will be allocated an RMA (Return Material Authorisation) Number that is to be quoted in all communications.

If, as per detailed in this Agreement, you are required or if you seek to return some or all of your Order, you must follow this process in its entirety:

1. Get in contact with us as per the above outlined information, according to the reasons for the goods to be returned; and

2. Provide proof of Purchase from us; and

3. Meet the required parameters for Return according to the reason for the Return; and

4. We will advise you either:

1. that the Goods are approved for Return, and in which caseyou will be allocated an RMA (Return Material Authorisation) Number. This number is to be quoted in all communications; or

2. that the Goods are not approved for return and if so, what the next steps are.  If so, then do not return the Goods. 

5. Physically return the goods within 14 days of our confirmation to you of return approval; and

6. Where determined appropriate, you will be sent, and then must use the return Shipping Labels that we supply via email; and  

7. Where you are returning the Goods, you must ship the Goods to the address we supply and use the advised reference number ; and 

8. At all times you must include the RMA Number. Without this we will be unable to cross reference and link the returned item to your order and thus any exchange or credit or replacement may not be possible.  If we are able to cross reference an unidentified return, extra fees will be deducted from your refund or payable by you; and

9. Immediately upon the Goods being picked up, regardless of method, you must email us details of the return shipment including Tracking Numbers Shipping Company and Date of shipment for each item returned.

Warranties and Our Liability

We Warrant:That all Goods are new, of merchantable quality, are fit for purpose and conform to specifications provided on our Website or in the Order Acknowledgement;

We Warrant:The Goods against performance limiting defects of material or workmanship for a period of 30 days from the date delivered, when used within appropriate conditions for which they were designed and manufactured and in accordance with the Goods user Manuals.  For latent defects, we warrant the Goods for 12 months from the date delivered (“Warranty Period”). Special note that wood is a natural product and cosmetic irregularities and small blemishes are features of wood and where they do not impact the performance of the product, are not considered to be defects.  

This warranty is limited to replacement of parts where we agree the material or workmanship is defective and does not extend to claims for labour, expenses and any other Consequential Loss or damage occasioned by such defect when in use.

The Goods come with statutory guarantee as per the non-excludable laws of the country or state (whichever overrides) to which the goods were delivered.  Where no such local guarantees exist, Australian Consumer Law prevails.  You are entitled to a replacement or partial or whole refund for a major failure that is unable to be fixed, and potentially compensation for other reasonably foreseeable loss or damage directly related to the failure, at the discretion of Flow.  If the failure is minor then the goods may be repaired, replaced or refunded as we determine appropriate. 

Neither the warranty or statutory guarantee (without intending to create unreasonable limitation) covers defects or deficiencies in Goods caused by improper installation or maintenance; or improper installation of related components; deterioration by corrosion, erosion, fair wear and tear, irradiation, inappropriate use, inappropriate storage, weather events, negligence, accidental damage; where a delay in notifying us has resulted in an increase in the defect; or use of undue force in operating the product or any cause of failure other than defects in material or workmanship.

This warranty is strictly limited to the customer who purchased the Goods from Flow, as listed on the Order Acceptance, not to any other party or individual to whom our customer either gifts or sells these Goods.

Please contact us immediately if you have a warranty claim for Goods that have been opened or used.  

Your obligations and liabilities

It is your obligation to ensure the use of the Goods shall comply with any local, state or national by-laws, codes, regulations, laws, permits, licences or licensing requirements, registrations and or other restrictions imposed on products of a similar nature to the Goods and to exercise all due care and skill in use of the Goods.

To the maximum extent permitted by law, you accept full liability for any harm or damage, to any person or property, resulting from your use of the Goods.

Except as expressly provided to the contrary in the Contract and the Agreement, all representations, warranties, terms and conditions in relation to the Goods (whether implied or otherwise) are hereby excluded to the maximum extent permitted by law.

You agree that you have made your own enquiries in relation to the suitability of the Goods for your own purpose and do not rely on representations by us, now or in the future, in relation to their suitability for a particular purpose or at the location or site where they are to be used or any steps which may need to be taken in relation to their use.

You understand and accept that beekeeping requires specialist skills, carries inherent dangers and is frequently subject to regulation. 

You agree to acquire the necessary education and skills, act safely, responsibly, and in accordance with all applicable laws and guidelines within your territory.  In accepting personal responsibility for the keeping of bees you undertake to acquaint yourself with the safety aspects of beekeeping, including the introductory information produced byAccredited First Aid.

You also agree to seek assistance from your local authority, a professional beekeeping service and or your closest beekeeping association if and when you require specific beekeeping training or assistance.

Our liability to you (and any party seeking to claim through you), for any claim for loss or damages (including legal expenses) made in connection with the Contract whether under this warranty, in contract, tort (including negligence), under statute, in equity or otherwise shall end upon expiration of the Warranty Period. For any liability arising from Goods not meeting the specification or which are said to be otherwise defective or deficient, our liability is limited (a) to the cost of replacement of those Goods as soon as reasonably practicable, or (b) the repair of those Goods or (c) the repayment (or allowance) of the invoice price of those Goods (at our election).

In the case of claims for loss of or damage to physical property or persons arising under product liability, our liability is limited to the terms of our product liability insurance in place at the time of the claim and up to $5 million per event or series of events arising from one incident.

We shall not be liable for any costs relating to disassembly, removal, return and or re-installation of the Goods or any Consequential Loss, where “Consequential Loss” means any indirect, special or consequential loss or damage of any nature whatsoever resulting from or caused in any way by the Goods. "Indirect, special or consequential loss or damage" includes (whether deemed to arise directly or indirectly): (a) any loss of income, profit, production, contract, customers, business opportunity or business; (b) any loss of goodwill or reputation; and or (c) any loss of value of intellectual property.

Right to refuse an Order

We reserve the right, at our sole discretion, to refuse any orders for any reason including, without limitation, due to a) high fraud risk; b) a financial institution declining payment; c) a credit card expiry; d) trade compliance; e) protecting our Intellectual Property. 

You agree to comply with all laws, restrictions and regulations relating to the import and export of products and information within your Territory.  

For purposes of the U.S. Export Administration Act ("Export Laws"), you state you are (a) not a citizen, or otherwise located within, an embargoed nation (including without limitation the Office of Foreign Assets Control ("OFAC") comprehensively embargoed countries of Iran, Syria, Cuba, North Korea and Sudan and certain Specially Designated Nationals listed by OFAC as updated from time to time and (b) not otherwise prohibited under the Export Laws from receiving such products and information.

Force Majeure

Neither party is liable for failure to perform the Contract to the extent and for so long as its performance is prevented or delayed without substantial fault or negligence by the party claiming force majeure because of circumstances outside that parties’ reasonable control.

Severance

If a provision of the Agreement would, but for this clause, be unenforceable, the provision must be read down to the extent necessary to avoid that result. If the provision cannot be read down to that extent, it must be severed without altering the validity and enforceability of the remainder of the Agreement.