Refund policy
Last updated: 16 August 2026
At Flossing we want you to order with confidence. If a product turns out not to suit you, or something isn't right with your order, we make sending it back as simple as we can. Here's exactly where you stand.
We ship to the Netherlands and Belgium. This policy applies to both; returns from either country come to our returns address in Oldenzaal.
1. Cancelling before your order ships
Changed your mind just after ordering? Email us at info.flossing@gmail.com within 1 hour, quoting your order number. After that your order goes to our fulfilment centre and we can no longer stop it.
Already on its way? No problem. You can simply return it once it arrives. Here's how.
2. Your legal right to cancel: 14 days
You always have the right to cancel your order within 14 days of receiving it, for any reason and without justification. The period starts the day you, or someone on your behalf, take delivery of the parcel.
How it works:
- Let us know within 14 days that you'd like to cancel. An email to info.flossing@gmail.com is enough. You can also use the model form at the bottom of this page, but you don't have to.
- After telling us, you have another 14 days to send the product back.
- We'll confirm your request and send you instructions. The return address is further down this page.
Trying it out is fine. You're welcome to unpack the product and assess it the way you would in a shop. If you use it more extensively than needed to decide whether it suits you, we may deduct the reduction in value from your refund. We apply this reasonably, and we always explain how we arrived at an amount.
Items bought at a discount are covered by this right too.
3. Our own return window: 30 days
On top of your legal cancellation period, we give you a total of 30 days to return an order. For that extra period, days 15 to 30, we do ask that the product is:
- unused;
- complete, with all parts and accessories;
- in its original packaging;
- accompanied by your order number or proof of purchase.
This extra window is something we offer voluntarily. Your legal rights during the first 14 days always apply, even if the conditions above aren't met.
4. What we can't accept back
- Opened tip boxes. Replacement tips ordered separately come in their own box. For hygiene reasons we can only take them back if that box is unopened. Tips included with a water flosser are part of that set and go back together with the device.
- Gift cards.
Nothing else is excluded. Not sure where your situation falls? Send us a message and we'll take a look with you.
5. Damaged, faulty or wrong item
Please check your order on arrival. If something isn't right, let us know with your order number and a photo. We'll assess it quickly and arrange a proper solution: repair, replacement or refund.
You only send back what's wrong. If your Floss Pro is faulty but the tips that came with it work fine, you keep those. Only the faulty product comes back.
In these cases all shipping costs are ours. You won't be out of pocket.
6. Shipping costs
| Situation | Return shipping | Original delivery charge |
|---|---|---|
| You change your mind | Paid by you (customer) | We refund the standard delivery charge |
| Item is faulty, damaged or incorrect | Paid by us (Flossing) | We refund it |
7. How to send your return
A few practical points, so your parcel arrives safely:
- Empty the water reservoir and let the device dry properly before packing it.
- Use the original box. The Floss Pro contains a lithium battery. Shipping battery-powered devices is subject to transport rules, and the original packaging meets them. If that box came inside an outer box, use the outer box for shipping.
- Include all parts: tips, USB-C cable and manual.
- Enclose your order number, or write it clearly on the box.
- Let us know your return is coming before you send it. Parcels that arrive unannounced are hard to match to an order, which delays your refund.
Send your parcel to:
Hanzepoort 14 7575 DA Oldenzaal The Netherlands
8. Refunds
You'll be refunded within 14 days of telling us you're cancelling. We may wait until we've received your return, or until you've shown us the product was sent, whichever comes first.
In practice it's usually quicker: as soon as your parcel reaches our returns centre and has been checked, we start the refund.
Refunds go to the original payment method unless we agree otherwise. There are no charges for you. Bear in mind your bank or card issuer may need a few more working days to make the amount visible on your account.
Taking longer than expected? Send us a message and we'll look into it for you.
9. If we can't accept a return
Occasionally we can't approve a return, for instance because a tip box has been opened or a product falls outside the window. We'll tell you why, and you choose what happens next:
- we send the product back to you, or
- we keep it and you don't need to do anything further.
Let us know within 14 days which you prefer. If you'd like the product returned, the shipping cost for that is yours. If we don't hear from you, we'll get in touch before deciding anything.
10. Exchanges
Want a different product? The quickest route is to return your current order and place a separate order for the new item, so you don't have to wait for the return to be processed. If that doesn't work for you, let us know and we'll think along.
11. Warranty: 2 years, on top of your legal rights
Every Flossing product comes with a 2-year warranty covering manufacturing and technical defects under normal use.
This warranty is in addition to your legal rights and never limits them. Under consumer law a product must do what you can reasonably expect of it, for as long as you can reasonably expect such a product to last. That period can be longer than two years. If our warranty period has ended and something goes wrong that isn't down to use, get in touch anyway and we'll look at a fair solution together.
What the warranty doesn't cover:
- damage from drops, impact or accidents;
- use that deviates from the manual and safety guidelines;
- opening the product yourself or repairs by third parties;
- incorrect charging or storage;
- normal wear and tear. Tips are consumables and need replacing periodically.
Making a warranty claim:
Email info.flossing@gmail.com with your order number, a short description of what's happening and, if possible, a photo or short video. We reply within 2 working days and explain the next step.
Please don't send a warranty item before you hear from us. Warranty cases go to a different address than ordinary returns; we'll send you the right one.
12. Return address
All returns go to our returns centre in Oldenzaal:
Hanzepoort 14 7575 DA Oldenzaal The Netherlands
Please tell us your return is on its way via info.flossing@gmail.com, so we can match your parcel to your order straight away. Warranty cases go to a different address; we'll send you that one when you get in touch.
Company details:
| Company | Flossing |
| Address | Fuut 6, 2381 KM Zoeterwoude-Dorp |
| Chamber of Commerce | 97408301 |
| VAT | NL005268001B15 |
13. Contact
Questions about a return, a warranty claim, or simply unsure what applies in your case?
info.flossing@gmail.com
We reply within 24 hours. Prefer to talk it through before sending anything back? That's fine too. We're happy to help.
14. Model cancellation form
Only complete and return this form if you wish to cancel your order. Using it is optional; a plain email works just as well.
I/We () hereby give notice that I/We () cancel my/our () contract of sale of the following goods ():
- Order number:
- Product(s):
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is submitted on paper):
- Date:
(*) Delete as appropriate.