At FLEX, we stand behind our products and want you to feel confident trying them. If you’re not completely satisfied with your first purchase, we offer a straightforward returns and refund process.
Returns Eligibility
Our returns policy applies to products purchased directly from flexstrips.com.au only. To be eligible, your request must be made within 30 days of delivery on your initial order, and less than 50% of the product must have been used. Requests made outside this timeframe or where more than 50% has been used cannot be processed.
If you believe the product is unsuitable for your skin or you experience adhesion issues, our support team may ask a few questions or provide guidance to ensure the strips were applied correctly before approving a return.
How to Start a Return
To initiate a return, please contact us at info@flexstrips.com.au within 30 days of receiving your order. Include your order number, the item(s) you wish to return, and a brief reason for the return.
Our customer support team will guide you through the next steps and provide return instructions once your request has been reviewed.
Refunds & Exchanges
Once returned items are received and inspected, approved refunds will be processed back to the original payment method within 5–10 business days. Please note that processing times may vary depending on your bank or payment provider. If you would prefer an exchange, let us know when contacting support and we’ll advise on availability and next steps.
Non-Refundable Items
Subscription orders that have already been processed prior to a cancellation request are not eligible for refund. Gift cards and promotional vouchers are also non-refundable.
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us as soon as possible. We may request photos or additional information to assess the issue. Once verified, we will arrange a replacement or refund depending on the circumstances.
Return Shipping
Unless the return is due to an error on our part or a verified product fault, customers are responsible for return shipping costs. Original shipping fees are non-refundable. We recommend using a trackable shipping service and ensuring your order number is included with the return so it can be identified quickly upon arrival. Please note that individual skin sensitivity or incorrect application does not constitute a product defect.
Important Information
Our 30-day risk-free guarantee applies to first-time purchases only. All refunds are issued to the original payment method used at checkout. This policy may be updated from time to time, so we recommend reviewing it periodically.
Need Help?
If you have any questions or need assistance with a return, please contact us at info@flexstrips.com.au our team is here to help.
