Return & Refund Policy

We want you to love your Ngilla Flow purchase. If something isn’t right, we’re here to help.

30-Day Returns

You may request a return within 30 days of receiving your order.

To be eligible, items must be:

• Unused and unopened

• In the same condition you received them

• In the original packaging
  Please include your receipt or proof of purchase.

Hygiene Notice: For health and safety reasons, shower filters or accessories that have been installed/used or exposed to water cannot be returned, unless faulty.

How to start a return

Email hello@ngillaflow.com with your order number, reason for return, and any supporting photos (if applicable).
Return address (once approved): PO Box 408, Cloverdale WA 6985, Australia.

Items sent back without prior approval can’t be accepted.

Return shipping costs

• Change of mind / not suitable: Customer pays return shipping.

• Incorrect, damaged, or faulty items: We’ll cover reasonable return shipping and provide instructions or a return label once approved.

Damaged or faulty items

Please inspect your order on arrival and contact us within 7 days if it’s damaged, defective, or incorrect. Include photos so we can assess and resolve quickly with a replacement or refund.

Exchanges

The fastest way to get what you need is to place a new order and return the original after your return is approved.

Refunds

Once your return is received and inspected, we’ll notify you of approval. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may take additional time to post the funds.

If it’s been more than 15 business days since your refund approval, please contact hello@ngillaflow.com

Non-returnable items

• Opened/used shower filters or accessories (hygiene reasons)

• Gift cards

• Items marked Final Sale (if applicable)