Payments & Promotions

REFUND & RETURNS POLICY

Last updated: 19 September 2026

At Flexi Africa, we want you to shop with confidence. This Refund & Returns Policy explains how we handle change-of-mind returns, faulty or damaged products, incorrect items, refunds, replacements and other product issues.

This policy applies to purchases made through www.flexiafrica.com.

Flexi Africa is operated by Flexi Africa International Pty Ltd (ACN 656 889 011) as trustee for the Flexi Africa International Trust.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law (ACL) or other applicable law.

1. Australian Consumer Law

Where the Australian Consumer Law applies, products sold by Flexi Africa come with consumer guarantees that cannot be excluded.

You may be entitled to a remedy if a product:

  • is faulty or defective;

  • is unsafe;

  • arrives damaged;

  • is materially different from its description;

  • is incorrectly supplied;

  • is not of acceptable quality;

  • is not fit for its normal purpose;

  • is not fit for a particular purpose that you made known to us before purchase and reasonably relied upon us to meet; or

  • otherwise fails to satisfy an applicable consumer guarantee.

The remedy available will depend on the circumstances and whether the problem is major or minor.

Major problems

A product may have a major problem where, for example:

  • a reasonable consumer would not have purchased it if they had known about the problem;

  • it is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time;

  • it is substantially unfit for a particular purpose made known to us and cannot easily be fixed within a reasonable time;

  • it is significantly different from its description, sample or demonstration model; or

  • it is unsafe.

Where a product has a major failure under the Australian Consumer Law, the customer may be entitled to choose between a refund or replacement, subject to the law.

The customer may also have rights relating to reasonably foreseeable loss or damage resulting from the failure.

Minor problems

Where a problem is not major, Flexi Africa may be entitled to provide an appropriate remedy, such as repair or replacement, within a reasonable time.

If the problem cannot be remedied, is not remedied within a reasonable time, or the law otherwise gives you additional rights, you may be entitled to another remedy.

Store credit will not be substituted for a refund, replacement or other remedy that you are legally entitled to receive unless you agree to accept store credit.

2. 30-Day Change-of-Mind Returns

In addition to your rights under Australian Consumer Law, Flexi Africa voluntarily offers 30-day change-of-mind returns on eligible products.

A change-of-mind return includes situations where:

  • you ordered the wrong size;

  • you ordered the wrong colour;

  • the product does not suit you;

  • you changed your mind;

  • you no longer require the product; or

  • you found another product you prefer.

To qualify for our voluntary change-of-mind return policy, your return request must be made within 30 days of delivery.

The item must also be:

  • unused;

  • unworn;

  • unwashed;

  • unaltered;

  • undamaged;

  • free from stains;

  • free from makeup;

  • free from deodorant marks;

  • free from perfume, smoke or other odours;

  • free from pet hair;

  • returned with original tags still attached where applicable;

  • returned with accessories and components supplied with the product;

  • returned in its original packaging where reasonably applicable; and

  • in a condition suitable for resale.

If a change-of-mind item does not satisfy these requirements, Flexi Africa may decline the voluntary return.

This does not affect any rights you have under Australian Consumer Law for faulty, damaged, incorrect or otherwise non-compliant products.

3. Change-of-Mind Exclusions

Unless otherwise stated, the following products are not eligible for a voluntary change-of-mind return:

  • earrings and pierced jewellery;

  • underwear and intimate garments;

  • swimwear where hygiene protections or seals have been removed;

  • opened beauty or personal-care products;

  • custom-made products;

  • personalised products;

  • products manufactured to customer specifications;

  • made-to-order products once production has commenced;

  • gift cards;

  • products clearly marked Final Sale before purchase; and

  • products that have been worn, washed, used, altered or damaged after delivery.

These exclusions apply only to change-of-mind returns.

They do not remove your legal rights if a product is faulty, unsafe, damaged, incorrectly supplied, materially different from its description or otherwise fails to satisfy an applicable consumer guarantee.

4. Sale and Clearance Products

Products purchased during a promotion or at a discounted or clearance price may still qualify for our 30-day change-of-mind return policy if they otherwise satisfy the requirements of this policy.

Products clearly identified as Final Sale before purchase are not eligible for voluntary change-of-mind returns.

However, a sale, clearance or Final Sale label does not remove any rights you may have under Australian Consumer Law.

A faulty product cannot be excluded from applicable consumer guarantees merely because it was sold at a discounted price.

5. Faulty, Damaged, Incorrect or Misdescribed Products

Please contact us if you believe your product:

  • is faulty;

  • is defective;

  • arrived damaged;

  • is incorrect;

  • is missing important components or accessories;

  • is unsafe;

  • is significantly different from its description or images;

  • does not perform as reasonably expected; or

  • otherwise fails to meet an applicable consumer guarantee.

Contact:

support@flexiafrica.com

Please provide, where reasonably available:

  • your order number;

  • your full name;

  • a description of the problem;

  • photographs showing the problem;

  • video where this helps demonstrate the issue; and

  • photographs of the parcel or packaging where the item arrived damaged.

Providing photographs or video can help us assess your claim quickly, but a customer's statutory rights are not automatically lost merely because photographs or video are unavailable.

We may reasonably inspect or assess a product before determining the appropriate remedy.

Where the product is confirmed to have a problem covered by Australian Consumer Law, Flexi Africa will provide the remedy required by law.

6. Flexi Africa Is Your Point of Contact

Some Flexi Africa products may be manufactured, stored or dispatched on our behalf by third-party suppliers or fulfilment partners.

If you purchased a product through www.flexiafrica.com, please contact Flexi Africa about any return, refund or product problem.

Where Flexi Africa has responsibility under applicable consumer law, we will not require you to resolve the matter directly with an overseas supplier, manufacturer or fulfilment provider instead of dealing with us.

We may communicate with those parties internally when investigating or resolving your claim.

7. Return Shipping Costs

Change-of-mind returns

For voluntary change-of-mind returns, the customer is responsible for the cost of returning the product to the return address provided by Flexi Africa unless we expressly agree otherwise.

We recommend using a tracked shipping service.

Faulty or non-compliant products

Where a product is confirmed to have a problem covered by Australian Consumer Law, Flexi Africa will reimburse reasonable return postage or transport costs already paid by the customer where required by law.

Please retain proof of any return postage or transport costs.

For products that are large, heavy or otherwise difficult to return, Flexi Africa will arrange collection or otherwise meet its obligations where required by Australian Consumer Law.

If we inspect a returned product and reasonably determine that there is no product problem covered by Australian Consumer Law, responsibility for return or inspection-related transport costs will be determined in accordance with applicable law and the circumstances of the claim.

8. Contact Us Before Returning an Item

Please contact us before sending a product back so that we can provide:

  • the correct return address;

  • return instructions;

  • any applicable return reference; and

  • information about the appropriate return method.

Do not automatically return products to an address shown on the parcel or shipping label.

Some orders are dispatched through third-party fulfilment locations, and the original dispatch address may not be the correct returns facility.

For change-of-mind returns, following our return instructions is a condition of our voluntary return policy.

For claims under Australian Consumer Law, failing to contact us before returning an item does not by itself remove any statutory rights you may have, although contacting us first will help ensure the product is returned to the correct location and the claim can be processed efficiently.

9. How to Request a Return

Email:

support@flexiafrica.com

Recommended subject:

Return Request – Order #[Order Number]

Please include:

  • your order number;

  • your full name;

  • the product you wish to return;

  • the reason for the return; and

  • photographs or other relevant information if the product is faulty, damaged or incorrect.

We will review your request and provide the appropriate next steps.

For eligible change-of-mind returns, we will provide return instructions once eligibility has been confirmed.

For consumer-guarantee claims, we may reasonably assess the product or request information necessary to determine the nature of the problem and the appropriate remedy.

10. Return Timeframes

For change-of-mind returns, you must contact us within 30 days of delivery.

Once return instructions have been provided, the product should be returned within the timeframe stated in those instructions.

If an eligible change-of-mind return is not sent within the required period, the voluntary return may no longer be accepted.

The 30-day change-of-mind period does not limit your rights under Australian Consumer Law.

A product problem may arise or become apparent outside 30 days, and applicable consumer-guarantee rights are not automatically limited to 30 days.

11. Refunds

Once a returned product is received, we will inspect it where reasonably necessary.

Change-of-mind refunds

For an eligible change-of-mind return, the refund will generally be for the amount paid for the returned product, subject to this policy.

Any original express delivery charges, international duties, taxes or other non-refundable costs are generally not refunded for voluntary change-of-mind returns unless otherwise required by law.

Australian Consumer Law refunds

Where you are entitled to a refund under Australian Consumer Law, Flexi Africa will provide the refund required by law.

For a major failure with a product, a refund is generally for the amount paid for that product in accordance with applicable law.

We will not replace a legally required refund with store credit unless you voluntarily agree to accept store credit.

12. Refund Method and Processing

Approved refunds will generally be returned to the original payment method used for the order where reasonably possible.

Once Flexi Africa has processed the refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

The time taken by your financial institution after a refund has been issued is outside Flexi Africa's direct control.

If a refund cannot reasonably be returned through the original payment method, we will contact you to arrange an appropriate alternative.

13. Store Credit

Store credit may be offered where appropriate, including for certain voluntary change-of-mind returns.

You are not required to accept store credit instead of a refund or replacement where applicable law gives you the right to choose another remedy.

Where store credit is offered as an alternative to a statutory remedy, it will only be provided if you agree to accept it.

14. Exchanges

We do not currently guarantee automatic direct exchanges for voluntary change-of-mind returns.

If you wish to purchase a different:

  • size;

  • colour;

  • style; or

  • product,

you may return the original eligible product in accordance with this policy and place a new order.

Where a product is faulty, damaged, incorrectly supplied or otherwise fails an applicable consumer guarantee, a replacement may be available as a statutory remedy depending on the nature of the problem and applicable law.

15. Original Shipping Charges

Where standard shipping was provided free of charge, there is no original standard shipping charge to refund.

If you paid an additional amount for an optional service such as express or upgraded shipping and you are returning the product because you changed your mind, that additional shipping charge is generally non-refundable unless otherwise stated or required by law.

Where the return relates to a breach of an applicable consumer guarantee, refunds of shipping or other associated amounts will be handled in accordance with Australian Consumer Law and the circumstances of the transaction.

16. Customs Duties and Import Taxes

International customers may be required to pay customs duties, import taxes, VAT, brokerage costs or other charges imposed by their country.

For a voluntary change-of-mind return, these charges are generally not refundable by Flexi Africa where they were paid directly to a government, customs authority, carrier or other third party.

You may need to contact the relevant authority directly regarding possible reimbursement.

Where a statutory remedy applies, any liability relating to additional reasonably foreseeable loss or associated costs will be determined in accordance with applicable law.

17. Partial Refunds and Returned Condition

For voluntary change-of-mind returns, products must satisfy the eligibility requirements set out in this policy.

We may decline a voluntary change-of-mind return where the product:

  • has been worn or used;

  • has been washed;

  • has been altered;

  • has been damaged after delivery;

  • has stains or odours;

  • is missing significant parts or accessories;

  • has had required tags removed; or

  • is otherwise not in resaleable condition.

In exceptional cases, we may agree with you to accept such a return for a reduced refund or store credit.

Any such arrangement relates only to our voluntary change-of-mind policy.

We will not reduce a refund that you are legally entitled to receive under Australian Consumer Law simply because you exercised your statutory rights.

18. Custom, Personalised and Made-to-Order Products

Custom, personalised and made-to-order products generally cannot be cancelled or returned for change of mind once production has commenced.

This includes products made according to:

  • customer measurements;

  • personalised text;

  • names;

  • logos;

  • specific colours;

  • customised designs; or

  • other customer-selected specifications.

This does not affect your rights where the product:

  • is faulty;

  • is damaged;

  • was incorrectly supplied;

  • does not match the agreed specifications; or

  • otherwise fails to meet an applicable consumer guarantee.

19. Colour, Sizing and Product Variations

We take reasonable steps to display products, colours, measurements, sizing and descriptions accurately.

However:

  • screen settings may affect how colours appear;

  • lighting and photography may affect colour appearance;

  • handmade products may have minor natural variations;

  • sizing may vary between styles and manufacturers; and

  • minor measurement differences may occur.

A minor variation does not automatically mean a product is faulty.

However, where a difference is material, the product is significantly different from its description, or an applicable consumer guarantee is not met, you may have rights under Australian Consumer Law.

Choosing a size that does not fit where the product was accurately described will generally be treated as a change-of-mind return rather than a product fault.

20. Incorrect Products

If we send you a different product from the product you ordered, contact us at:

support@flexiafrica.com

Please provide your order number and photographs of the product received where reasonably available.

Where Flexi Africa has supplied the wrong product, we will provide an appropriate remedy and will be responsible for reasonable return costs where required by law.

You will not be required to pay return postage merely because Flexi Africa supplied the wrong item where the law requires us to bear that cost.

21. Damaged-in-Transit Products

If your order arrives damaged, please contact us as soon as reasonably possible.

Photographs of:

  • the product;

  • external packaging;

  • internal packaging; and

  • shipping label

can help us investigate the damage with the delivery provider.

Failure to report damage immediately does not automatically remove any rights you may have under Australian Consumer Law.

Where the product fails an applicable consumer guarantee, your rights will be assessed in accordance with the law.

22. Delayed, Lost or Missing Orders

If your order has not arrived within the estimated delivery timeframe, please contact:

support@flexiafrica.com

We will investigate the shipment with the relevant delivery or fulfilment provider.

Delivery estimates may be affected by circumstances including:

  • customs processing;

  • carrier delays;

  • severe weather;

  • public holidays;

  • peak shopping periods;

  • international transport disruptions; and

  • events outside our reasonable control.

However, these circumstances do not remove any rights you may have under applicable law.

If an order is confirmed as lost or we are unable to supply the purchased product, Flexi Africa will provide an appropriate remedy.

Depending on the circumstances, this may include:

  • replacement where available and agreed; or

  • a refund where required or appropriate.

Store credit may be offered as an optional alternative but will not replace a refund or other remedy to which you are legally entitled unless you agree.

23. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at:

support@flexiafrica.com

We will make reasonable efforts to assist.

If the order has not yet entered processing, production or fulfilment, we may be able to cancel it.

If a valid cancellation is accepted before supply, the applicable amount paid will be refunded.

If an order has already:

  • entered production;

  • been processed;

  • been packed;

  • been transferred to a fulfilment provider; or

  • been dispatched,

we may not be able to cancel it.

If cancellation is no longer possible, you may be able to return the product after delivery under our change-of-mind policy if it qualifies.

Your rights under Australian Consumer Law remain unaffected.

24. Refused Deliveries and Incorrect Addresses

Customers are responsible for providing complete and accurate delivery information when placing an order.

If you discover an address error, contact us immediately.

We will make reasonable efforts to correct the address before dispatch, but we cannot guarantee that an address can be changed after an order has entered fulfilment.

Where an order is returned because:

  • the customer supplied an incorrect address;

  • the customer failed to collect the parcel;

  • the customer refused an otherwise correctly supplied delivery without a valid legal basis; or

  • a delivery attempt failed because of customer-provided information,

reasonable additional delivery charges may apply if the customer asks us to resend the parcel.

This section does not apply where the delivery failure was caused by Flexi Africa or where imposing the charge would be inconsistent with applicable law.

25. Proof of Purchase

We may reasonably request proof that a product was purchased from Flexi Africa.

Proof of purchase may include:

  • your Flexi Africa order confirmation;

  • order number;

  • receipt;

  • payment record; or

  • another reasonable record demonstrating the purchase.

An original paper receipt is not necessarily the only acceptable form of proof of purchase.

26. Returns Sent to the Wrong Address

Please do not return products to:

  • the address printed on the shipping parcel;

  • a manufacturer;

  • an overseas supplier;

  • a fulfilment warehouse; or

  • another third party

unless Flexi Africa has instructed you to do so.

Return locations can differ depending on the product and circumstances.

If a voluntary change-of-mind return is sent to an unauthorised address contrary to our instructions, we may be unable to locate or process it.

This does not remove any non-excludable rights under Australian Consumer Law.

27. Abuse or Fraudulent Return Claims

Flexi Africa reserves the right to investigate return requests where there is reasonable evidence of:

  • fraud;

  • substitution of a different product;

  • return of a product not purchased from Flexi Africa;

  • deliberate product damage;

  • falsified documentation;

  • chargeback abuse; or

  • other dishonest conduct.

We may refuse a voluntary change-of-mind return where the eligibility requirements are not satisfied or where the claim is fraudulent.

Nothing in this section permits Flexi Africa to deny a genuine statutory remedy to which a customer is legally entitled.

Where appropriate, suspected fraud may be reported to the relevant payment provider, delivery provider or authorities.

28. Changes to This Policy

We may update this Refund & Returns Policy from time to time.

The current version will be published on our website together with its most recent update date.

A later policy change will not retrospectively remove:

  • rights attached to an existing purchase;

  • an already-approved voluntary return; or

  • rights provided under applicable law.

29. Contact Us

For returns, refunds, faulty products, incorrect items or other order issues, contact:

Flexi Africa Customer Support
Email: support@flexiafrica.com
Website: www.flexiafrica.com

Operated by:

Flexi Africa International Pty Ltd
ACN 656 889 011
as trustee for the Flexi Africa International Trust

We aim to respond to customer enquiries within 24–48 hours on business days.

Nothing in this policy prevents you from exercising any rights available to you through a consumer protection body, dispute-resolution service, tribunal, court or other lawful process.

© 2026 Flexi Africa. All Rights Reserved.