Returns & Refunds

Flexi Africa Returns & Refunds Policy

The words ‘we’, ‘us’, ‘we’, ‘our’ are all collectively referred to as Flexi Africa.

Our Returns Policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

You can view these at www.accc.gov.au

What we do not return including items not eligible for return

• We do not return any clothing that has had their tags removed, shown any signs of being worn, the packaging has been removed;
• Any time that has been delivered and received more than 7 days after delivery;
• The following items cannot be returned or exchanged: bodysuits, lingerie & sleepwear, swimwear, jewellery, and accessories.
• Any electronic items that have been received by you 7 days or more since receiving the item
• If any item has signs of wear and tear

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Change of mind

If you have changed your mind, we do not offer you a refund.

Please choose carefully when placing an order through our online platform as a change of mind returns will not be accepted.

Returns and exchanges will not be offered at all except to the extent required by law.

Repairs

If the problem with a product or service is minor, you must accept a free repair if we offer you one.

If we fail to give you a free repair within a reasonable time or cannot fix your problem, you can:

• get it done elsewhere and pass on the costs to the we
• ask for a replacement
• ask for a refund
• recover compensation for the drop in value below the price paid.

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Repair notices

Under the Australian Consumer Law, If we accept goods for repair we must provide you with repair notices when:

• the goods being repaired are capable of retaining user-generated data, for example, mobile phones, computers, portable music players and other similar electronic goods
• it is the repairer’s practise to supply refurbished goods rather than repair defective goods or to use refurbished parts in the repair of defective goods.

You must receive the repair notice in writing before the goods are accepted by us for repair.

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Replacements and refunds

You can ask for a replacement or refund if the problem with the product is major.

Replaced products must be of an identical type to the product originally supplied. Refunds should be the same amount you have already paid, provided in the same form as your original payment.

We may take into account how much time has passed since you bought the product considering the following factors:

• type of product
• how a consumer is likely to use the product
• the length of time for which it is reasonable for the product to be used
• the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable.

For a major problem with services, you can cancel the contract and obtain a refund or seek compensation for the drop in the value of your services provided compared to the price paid.

What is a major problem?

A product or good has a major problem when:

• it has a problem that would have stopped someone from buying it if they’d known about it
• it is significantly different from the sample or description
• it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
• it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
• it is unsafe.
• A service has a major problem when:
• it has a problem that would have stopped someone from buying it if they’d known about it
• it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
• it does not meet the specific purpose you asked for and cannot easily be fixed within a reasonable time
• it creates an unsafe situation.

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Returning the product

If an item is deemed defective or faulty, then the item must be returned to our nominated address within 14 days after being notified of the fault or defect.

Flexi Africa has the absolute discretion in deciding whether an item is defective, faulty or not fit for its purpose. As such, Flexi Africa may require any evidence whatsoever in order to investigate your claim.

You are entitled to return a product if you believe that there is a problem. You are generally responsible for returning the product if it can be posted or easily returned. You are entitled to recover reasonable postage or transportation costs from we if the product is confirmed to have a problem, so keep your receipts.

When a product is too large, too heavy or too difficult to remove, then we are responsible for paying the shipping costs or collecting the product within a reasonable time of being notified of the problem. Examples include:

• a widescreen TV
• a bed
• an extension ladder stuck in the extended position
• a product that has been subsequently installed, like a stove or a dishwasher.

You do not have to return products in the original packaging in order to get a refund.

If the product is found not to have a problem, you may be required to pay the transport or inspection costs. An estimate of these costs may be provided to you before the product is collected.

Consumer Guarantees

As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from Flexi Africa. These guarantees are called Consumer Guarantees. The Australian Consumer Law, does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Privacy

Flexi Africa is committed to protecting your privacy. You may be asked to present and record photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date. For example, an Australian Driver’s Licence or Passport.

Please note, when returning merchandise totalling $1,000 or more and requesting a Tax Adjustment Note, your name, address and ABN (if applicable) will be required.

Information collected will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of Flexi Africa research and analysis. It may be disclosed to state and territory departments upon request, as required by law.

If you wish to access your information held by Flexi Africa in relation to returns, please contact the Flexi Africa Customer Representative on customercare@flexiafrica.com

When will I get the refund from my canceled order?

If you received the refund to your original payment method, please allow 10 business days for the refund to appear in your account.

What's the status of my refund?

You can check the status of your refund by visiting your Order History. If you received the refund to your original payment method, it may take 10 business days for your refund to process back to your account. If you're still having trouble finding your refund, we recommend contacting your bank or payment provider for more information

My refund is incorrect. What should I do?

It may also be possible that you received refunds for multiple items on different dates. You may find that your bank kept the original charge of the statement and issued individual refunds for each affected item. To view the details of your refund(s), please refer to your order details in your Order History. 

I haven't received my refund. What do I do?

Depending on your credit card or bank, please allow up to 10 business days for the refund to process back to your original form of payment. To view the details of your refund, please refer to your order details in your Order History. If you're not seeing the refund after 10 business days, please contact your credit card or banking financial institution to confirm the credit has appeared in your account.

How will I receive the refund for an order I canceled?

If you received the refund to your original payment method, please allow 10 business days for the refund to appear in your account. In some cases, especially with credit cards, your original charge may drop from your statement, and you won't see a refund in your account. 

Please allow up to 10 business days for your refund to process back to your original form of payment. 

Can you issue my refund to a different card if my card is canceled, lost, expired, or stolen?

If you have already been refunded, we can only issue refunds to your original form of payment and are unable to re-issue funds to a different card, account, or payment method.

If you have already been refunded, we can only issue refunds to your original form of payment and are unable to re-issue funds to a different card, account, or payment method.

If you paid with a prepaid card, most banks will either process your refund to the original card or provide a replacement.