Welcome to the official online store of the Flexa Knee Sleeve! We want you to feel completely confident with your purchase. Please review our clear and transparent refund and returns policy below.
1. Returns & Eligibility
- 60-Day Window: Our return policy lasts for 60 days from the date your product is received. If 60 days have passed, unfortunately, we cannot offer you a refund or exchange.
- Condition of Item: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging accompanied by a receipt or proof of purchase.
- Change of Mind: If you have simply changed your mind, we generally do not provide refunds. Special consideration may be given in exceptional circumstances, provided you can supply satisfactory proof of purchase.
- Defective or Damaged Items: In general, only products accompanied by proof of functional manufacturing defects or shipping damage are eligible for a full refund or direct replacement.
- Non-Returnable Items: Certain categories of goods are exempt from being returned, including gift cards, custom-made products, downloadable software, and select health and personal care items.
2. How to Initiate a Return
To start a return or inquire about eligibility, please send an email to our support team at [email protected] with your order details.
3. Order Cancellations
- Time-Sensitive Window: Because we process and dispatch orders as quickly as possible to ensure fast delivery, cancellations are only accepted for full-priced items within 60 minutes of placing your order.
- How to Cancel: If you need to cancel your order for any reason, please reach out to us immediately at [email protected].
4. Refunds Process & Timeline
- Inspection: Once your returned item is received and inspected by our warehouse team, we will send you an email notification confirming receipt and letting you know whether your refund has been approved or rejected.
- Processing: If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a specified number of business days.
Late or Missing Refunds
If you haven’t received an expected refund yet:
- Re-check your bank account statement.
- Contact your credit card company, as it may take some time before your refund is officially posted.
- Contact your bank directly, as there is often a standard bank processing time before funds appear.
- If you have completed all of these steps and still have not received your refund, please reach out to us at [email protected].
5. Exchanges
We only replace items if they arrive defective or damaged. If you need to exchange your Flexa Knee Sleeve for the exact same item, please email us at [email protected] for instructions.
6. Shipping & Return Costs
- Return Shipping Fees: You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund amount.
- Transit Times: Depending on your location, the time it takes for your exchanged product to reach you may vary.
- Tracking Recommendation: If you are shipping an item valued over $10, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
- Final Approval: Refunds will only be officially arranged after we confirm physical receipt of the returned item and verify that all conditions stated above have been met,