Refund policy

At FlexiShot, we want every order to feel clear, reliable, and handled fairly.

This Refund & Return Policy explains when returns are accepted, who is responsible for return shipping, how refunds and replacements are handled, and what you can expect if something goes wrong with your order.

Our goal is to keep the process straightforward while maintaining clear and reasonable requirements for both our customers and FlexiShot.

1. Return Window

You may request a return within 30 days from the date your order was delivered.

For orders delivered in multiple shipments, the return period for each item begins on the date that item is delivered.

This 30-day period applies to customer-preference returns and does not limit any rights or remedies available under applicable consumer protection laws.

2. Return Eligibility

Customer-preference returns are accepted only when the item:

• Is unused and remains in its original condition and packaging, including sealed packaging where applicable.
  
• Includes all original parts, accessories, manuals, inserts, tags, and other included materials.
  
• Has not been altered or damaged after delivery.
  
• Has only been handled as reasonably necessary to inspect the item.
  
• Is supported by a valid order number or other reasonable proof of purchase.
  
• Has received prior return authorization from FlexiShot.

Customer-preference returns may include:

• Change of mind.
  
• Wrong size, product, or item selected.
  
• Product or usability preferences.
  
• Color or style preferences.
  
• No longer wanting or needing the item.
  
• An order made by mistake.
  
• Other personal preferences not caused by an error on the part of FlexiShot.

For hygiene, safety, and personal-use reasons, certain products may have additional return restrictions. This may apply where opening, using, washing, or removing an item from sealed packaging makes it unsuitable for return.

FlexiShot may decline a customer-preference return if the applicable requirements are not met.

These conditions do not limit any rights or remedies available under applicable consumer protection laws.

3. Damaged, Defective, Incorrect, or Non-Conforming Orders

If your order arrives damaged, defective, incomplete, incorrect, materially different from what was ordered, or otherwise does not conform to the applicable product description or requirements, please contact us as soon as reasonably possible and within 30 days of delivery.

Please provide:

• Your order number.
  
• A clear description of the issue.
  
• Clear photos showing the product and the problem.
  
• Photos of the packaging or shipping label when relevant.
  
• A short video when reasonably necessary to demonstrate the issue.

FlexiShot may request additional information when reasonably necessary to verify the issue.

After reviewing the information provided, FlexiShot will determine the appropriate resolution based on the circumstances and applicable law.

Depending on the issue, the resolution may include:

• A replacement at no additional cost.
  
• A refund of the amount paid for the affected item, excluding original shipping charges unless otherwise required by applicable law.
  
• Repair or another appropriate remedy where applicable.
  
• Another remedy required by applicable consumer protection laws.

For confirmed issues caused by an error on the part of FlexiShot, FlexiShot will cover reasonable return shipping costs when a return is required.

In some cases, FlexiShot may determine that returning the item is not necessary. When this happens, we may issue a refund or arrange another appropriate resolution after the issue has been verified.

4. How to Request a Return

Before sending any item back, please contact our customer support team:

Email: support@flexishot.co

Please include:

• Your order number.
  
• The item or items you would like to return.
  
• The reason for the return.
  
• Photos or a short video when relevant, particularly for damaged, defective, incomplete, or incorrect items.

Return requests are generally reviewed within one business day during our customer support hours.

If your request is approved, FlexiShot will provide the appropriate return instructions and return address.

Please do not send any item back before your return request has been approved and you have received the correct return instructions.

Items returned without prior authorization or sent to an address not provided by FlexiShot may not be accepted.

5. Return Shipping Costs

FlexiShot covers reasonable return shipping costs when a return is required because of:

• A damaged product.
  
• A defective product.
  
• An incomplete order.
  
• An incorrect item received.
  
• An item that is materially different from what was ordered.
  
• Another confirmed error on the part of FlexiShot.

For customer-preference returns, the customer is responsible for return shipping costs.

Customer-preference returns include change of mind, wrong size, product, or item selected, product or usability preferences, color or style preferences, and other personal preferences.

If you are responsible for return shipping, we recommend using a trackable shipping service and keeping your shipping receipt and tracking information until the return has been completed.

FlexiShot is not responsible for customer-paid return packages that are lost, damaged, or misdirected while being returned through a carrier selected by the customer.

FlexiShot does not charge restocking fees.

Where applicable law requires a different treatment of return shipping costs, those legal requirements will apply.

6. Refunds

Returned items that require inspection will be reviewed after they are received.

A customer-preference refund will only be processed after FlexiShot confirms that the returned item meets the applicable return conditions.

If an item is returned without required accessories, components, manuals, tags, packaging, or other included materials, the return may be declined or the refund may be adjusted where permitted by applicable law.

Once an eligible returned item has been received and inspected, any approved refund will generally be processed within 5 business days to the original payment method.

Approved refunds cover the eligible product amount only and do not include the original shipping charges, unless otherwise required by applicable law.

If a return is not required for a confirmed damaged, defective, incomplete, incorrect, or materially different item, the refund will generally be processed within 5 business days after the issue has been confirmed.

Unless otherwise required by applicable law, refunds for confirmed damaged, defective, incomplete, incorrect, or materially different items cover the eligible product amount only and do not include the original shipping charges.

After FlexiShot processes the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account. Depending on your financial institution, this may take up to 10 business days.

7. Replacements and Exchanges

FlexiShot does not generally offer exchanges based solely on customer preference.

If you would like a different size, color, style, or product, you may return an eligible item under this policy and place a new order for the desired item.

For damaged, defective, incomplete, incorrect, or materially different items, FlexiShot may provide a replacement at no additional cost after the issue has been reviewed and confirmed.

Replacement availability may depend on product availability and the circumstances of the order. If a replacement is not reasonably available, FlexiShot may provide another appropriate remedy in accordance with applicable law.

8. Delayed, Lost, or Undelivered Packages

If your package has not arrived within the estimated delivery window stated in our Shipping Policy, please contact us at support@flexishot.co with your order number.

If your order has not been delivered within 20 business days after shipment, FlexiShot may investigate the shipment with the carrier.

If tracking shows Delivered but you cannot locate the package, please contact us as soon as possible. We may review available carrier information and ask you to check around the delivery location, with household members, neighbors, building management, or other locations where the carrier may have left the package.

If the carrier confirms that a shipment has been lost, misdelivered, or incorrectly delivered, FlexiShot will work with you toward an appropriate resolution, which may include a replacement or refund of the eligible product amount, excluding original shipping charges unless otherwise required by applicable law.

If the carrier confirms that the package was correctly delivered to the shipping address provided at checkout, the order may not qualify for a replacement or refund, subject to applicable consumer protection laws.

For additional information about shipping delays, tracking, delivery issues, and undeliverable packages, please refer to our Shipping Policy.

9. Unclaimed or Undeliverable Packages

If a package is returned to FlexiShot because it was unclaimed, refused, or could not be delivered due to circumstances outside FlexiShot's control, a full refund may not be available.

Where permitted by applicable law, reasonable return shipping costs, carrier charges, or other direct costs incurred as a result of an unclaimed or undeliverable package may be deducted from any refund.

Original shipping charges are not refundable unless otherwise required by applicable law.

If the package was returned because of an error on the part of FlexiShot, we will work with you to arrange an appropriate resolution.

If you request that an undeliverable package be reshipped and the original delivery issue resulted from incorrect or incomplete information provided at checkout, additional shipping charges may apply.

10. Order Changes and Cancellations

You may request an order change or cancellation within 6 hours of placing your order, or before processing begins, whichever comes first, by contacting:

Email: support@flexishot.co

Please include your order number and clearly state the change or cancellation you are requesting.

We will do our best to accommodate your request, but a cancellation or change can only be approved if the order has not yet entered processing or shipping.

Once an order has entered the shipping process, it can no longer be canceled or changed under our standard cancellation process.

If cancellation is no longer possible, an eligible item may still qualify for return after delivery under this policy.

Nothing in this section limits any cancellation, withdrawal, or other rights that may apply under applicable consumer protection laws.

11. Non-Returnable and Promotional Items

Certain products may not be eligible for customer-preference returns due to their nature, condition, or applicable hygiene and safety requirements.

These may include:

• Gift cards.
  
• Products specifically identified as non-returnable before purchase.
  
• Certain hygiene-sensitive products where opening or removing sealed packaging makes the item unsuitable for return.
  
• Items that do not meet the customer-preference return conditions in Section 2.
• Sale items and promotional items may be non-returnable for customer-preference reasons unless otherwise stated before purchase.

This restriction does not limit any rights or remedies available under applicable consumer protection laws, including those relating to damaged, defective, incomplete, incorrect, materially different, or otherwise non-conforming products.

12. Applicable Consumer Rights

This policy describes FlexiShot's standard return, refund, replacement, and cancellation procedures.

It does not limit, exclude, or override any rights or remedies available to you under applicable consumer protection laws.

Where applicable law provides rights or remedies that differ from this policy, those statutory rights will apply.

Nothing in this policy is intended to exclude or restrict consumer guarantees, statutory warranties, mandatory withdrawal rights, or other consumer protections that cannot legally be excluded or restricted.

13. Contact Us

If you have any questions about returns, refunds, replacements, or order cancellations, please contact us.

FlexiShot
Email: support@flexishot.co
Business Hours: Monday through Friday, 8:00 AM to 5:00 PM (UTC+7)
Address: 62 Australia Street, Camperdown, NSW 2050, Australia