Return and Refund Policy

Policy Summary

Return Window: 60 days to request a return, starting from the date of delivery.

Return Coverage: Returns accepted for defective, damaged, incorrect, and non-defective items (including change-of-mind).

Restocking Fees: £0.00 (No restocking fees charged on any eligible return).

Condition: Items must be unworn, unused, in original packaging with original tags attached. Hygiene-sealed products must remain sealed.

Return Shipping: We provide a prepaid return label upon request (free return shipping).

Refund Timeline: Processed to your original payment method within 10 business days of receiving and inspecting your return.

Cancelling an Order

Changed your mind right after placing an order? Contact us at returns@flexavex.com or call +44 20 1234 5678 as soon as possible with your order number and "Cancellation Request" in the subject line.

Because orders placed before 2:00 PM GMT dispatch the same business day, we cannot guarantee cancellation once warehouse fulfillment has begun. If your order has already shipped, you can simply return it once delivered using the standard return process below.

How to Start a Return

Submit Request: Email returns@flexavex.com within 60 days of delivery with your order number, the item(s) you wish to return, and the reason for return.

Damaged / Defective Items: If an item arrived damaged, defective, or incorrect, please attach clear photos of the product, packaging, and the shipping label so our team can expedite your claim.

Receive Instructions & Label: Our support team will reply within 1 business day with your official return authorization and a prepaid return shipping label.

Pack & Ship: Securely repack the item in its original box with all tags, manuals, and accessories, attach the provided label, and hand it over to the designated carrier.

Please note: Items returned without prior authorization or sent to an unverified address cannot be processed for a refund.

What Can Be Returned (Eligibility)

To qualify for a full refund, items must satisfy the following conditions:

Must be unused, unworn, and in the exact condition received.
Retain original packaging, protective sleeves, tags, and all included components.
Accompanied by your order number or valid proof of purchase.
Any item featuring a hygiene seal must remain sealed and uncompromised.

There are no restocking fees for eligible returns. Items showing visible signs of wear, post-delivery damage, or missing pieces may result in an adjusted refund or rejection.

Who Pays Return Shipping?

Damaged, Defective, or Incorrect Deliveries: If an item arrives damaged, flawed, or different from what was ordered, we cover 100% of the return transit costs via our prepaid return label and offer your choice of an immediate free replacement or a full refund.

Change-of-Mind / Preference Returns: We provide a prepaid return shipping label for returns requested within our 60-day money-back guarantee period.

Refunds

Once your return arrives at our facility, our inspection team will review the item against our eligibility criteria. Upon approval:

Your refund is automatically credited back to your original payment method within 10 business days.
If your card issuer or bank has not posted the credit after 15 business days from our confirmation email, please reach out to us at returns@flexavex.com .

Original expedited shipping fees (if applicable) are non-refundable unless the return was necessitated by our error or a confirmed defective item.

Exchanges

To ensure you receive your desired size, color, or alternative item as quickly as possible, we recommend following the return procedure for your current item and placing a new order directly on our store once your return is authorized. This prevents wait times and avoids inventory stock-outs.

If Your Order Never Arrives

If your package has exceeded the delivery window outlined in our Shipping Policy, email orders@flexavex.com with your order and tracking number. We will immediately launch a postal inquiry. If the carrier confirms the shipment is lost, you may choose: