Flow Nutrition is committed to handling every consumer complaint fairly, transparently, and within the timeframes set out below. This policy applies to all complaints related to our products, orders, deliveries, billing, or service, in line with Saudi Ministry of Commerce requirements.
Our commitments
- Response time: we acknowledge and provide an initial reply to every complaint within 2 business days of submission.
- Resolution time: we aim to fully resolve every complaint within 10 business days of submission.
- For complex cases that require additional investigation (e.g., third-party shipping claims, lab testing), we will inform you in writing of the reason for the delay and the expected new timeline.
How to file a complaint
You can lodge a complaint through any of these channels:
- Online form: flownutrition.sa/complaints — the fastest channel; you receive a reference number immediately.
- Email: info@flownutrition.sa
- Phone: 0501484578 (Sunday–Thursday, 9:00–17:00 KSA)
- WhatsApp: +966 50 148 4578
What to include
- Your name and a phone number or email we can reach you on.
- The order number (if applicable).
- A clear description of the issue and what outcome you are looking for.
- Photos of the product, packaging, or receipt — for quality or damage complaints.
How we handle your complaint
- Receipt. We log the complaint and assign a unique reference number (format
CMP-YYMMDD-XXXXXX). You receive an email confirmation immediately. - Acknowledgement. A team member reviews your complaint and contacts you within 2 business days.
- Investigation. We gather facts from our records, the carrier, and any relevant supplier or lab.
- Resolution. We communicate the outcome and any corrective action (e.g., replacement, refund, store credit) within 10 business days.
- Follow-up. If you are not satisfied, you may re-open the complaint by replying to the response email or contacting us again with the same reference number.
Confidentiality and records
Your personal information is used only to handle your complaint and is not shared with any third party except as required to resolve the matter (e.g., the courier for a delivery claim) or by law. We retain complaint records for at least 12 months for quality assurance and regulatory purposes.
Escalation
If we cannot resolve your complaint to your satisfaction, you have the right to escalate the matter to the Saudi Ministry of Commerce or the Balagh consumer protection service.