Refund policy

At Flexi Africa, we want you to shop with confidence. This Refund & Returns Policy explains how returns, exchanges, refunds, and faulty item claims are handled.

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

Nothing in this policy limits, excludes, or replaces your rights under the Australian Consumer Law. If an item is faulty, damaged, incorrectly supplied, not as described, or does not meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement, refund, or other solution as required by law.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a remedy if a product you purchase from Flexi Africa:

  • is faulty or defective;

  • is damaged on arrival;

  • is not as described;

  • is not fit for its intended purpose;

  • does not match the product images, description, or specifications in a material way;

  • is incorrectly supplied;

  • is unsafe;

  • fails to be of acceptable quality.

Depending on the issue, the remedy may include a repair, replacement, refund, store credit, or another appropriate solution.

If the problem is major, you may be entitled to choose a refund or replacement. If the problem is minor, we may offer a repair, replacement, refund, or another reasonable remedy.

2. Change-of-Mind Returns

We offer 30-day returns for eligible change-of-mind purchases.

A change-of-mind return includes situations where:

  • you selected the wrong size;

  • you selected the wrong colour;

  • you changed your mind after receiving the item;

  • you no longer want the item;

  • the item does not suit you, but is otherwise correctly supplied and not faulty.

To be eligible for a change-of-mind return, the item must be:

  • returned within 30 days of delivery;

  • unused, unworn, unwashed, and undamaged;

  • free from stains, perfume, deodorant marks, pet hair, makeup, or odours;

  • returned with all original tags, packaging, accessories, and labels where applicable;

  • in a condition suitable for resale.

If an item does not meet these conditions, we may refuse the return or offer a partial refund at our discretion, unless you are entitled to a remedy under Australian Consumer Law.

3. Items That Cannot Be Returned for Change of Mind

For hygiene, safety, or product-specific reasons, we may not accept change-of-mind returns for the following items:

  • earrings and pierced jewellery;

  • underwear, swimwear, or intimate garments;

  • beauty or personal care items;

  • custom-made, personalised, or made-to-order items;

  • items marked as final sale or clearance;

  • gift cards;

  • items that have been worn, washed, damaged, altered, or used.

This does not affect your rights under Australian Consumer Law. If any of these items are faulty, damaged, incorrectly supplied, or do not meet consumer guarantees, please contact us so we can assist.

4. Faulty, Damaged, or Incorrect Items

Please inspect your order as soon as it arrives.

Contact us as soon as possible if your item is:

  • faulty;

  • damaged during delivery;

  • incorrect;

  • missing parts or accessories;

  • significantly different from the product description;

  • not of acceptable quality.

Please email us at:

support@flexiafrica.com

Include:

  • your order number;

  • your full name;

  • a clear description of the issue;

  • photos or videos showing the fault, damage, or incorrect item;

  • photos of the packaging if the item arrived damaged.

Once we review the information, we will let you know the next steps.

If the item is confirmed to be faulty, damaged, incorrectly supplied, or otherwise fails to meet consumer guarantees, we will provide an appropriate remedy in accordance with Australian Consumer Law. This may include a replacement, refund, repair, store credit, or another suitable solution.

5. Return Shipping Costs

For change-of-mind returns, customers are responsible for return shipping costs.

For faulty, damaged, incorrectly supplied, or misdescribed items, Flexi Africa will assist with the return process and may cover or reimburse reasonable return shipping costs where required by Australian Consumer Law.

Please do not return an item without contacting us first. We need to confirm the correct return address and return instructions before the item is sent back.

We recommend using a tracked shipping service, as we cannot guarantee that returned items will be received unless tracking is provided.

6. Original Shipping Fees, Duties, and Taxes

For change-of-mind returns, original shipping fees, express shipping fees, customs duties, taxes, and import charges are generally not refundable unless required by law.

If your order is refunded because the item is faulty, damaged, incorrectly supplied, or does not meet consumer guarantees, we will assess whether shipping, duties, or other charges should also be refunded in accordance with Australian Consumer Law and the circumstances of the order.

International customers are responsible for any customs duties, import taxes, or local fees charged by their country unless these were clearly shown as included at checkout.

7. Exchanges

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

If you would like a different size, colour, or style, you may return the eligible item for a refund or store credit and place a new order.

If your item is faulty, damaged, incorrect, or not as described, we may offer a replacement where available.

8. How to Start a Return

To request a return, please email:

support@flexiafrica.com

Use the subject line:

Return Request – Order #[Your Order Number]

Please include:

  • your order number;

  • your full name;

  • the item you wish to return;

  • the reason for the return;

  • whether the item is unused, unworn, and in original condition;

  • photos if the item is faulty, damaged, or incorrect.

We will review your request and provide return instructions if the return is approved.

Items sent back without approval may not be accepted.

9. Return Timeframe

Change-of-mind return requests must be made within 30 days of delivery.

Once your return request is approved, the item should be posted back within the timeframe provided in our return instructions.

Returns received outside the approved return period may be refused unless you are entitled to a remedy under Australian Consumer Law.

10. Refund Processing

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed back to your original payment method where possible.

Please allow time for your bank, card provider, PayPal, or payment provider to process the refund after it has been issued.

Depending on your payment provider, refunds may take several business days to appear in your account.

11. Partial Refunds

In some cases, only a partial refund may be granted for change-of-mind returns.

This may apply where:

  • the item is returned damaged;

  • the item has signs of wear;

  • packaging, tags, accessories, or parts are missing;

  • the item is not returned in resaleable condition;

  • the item is returned outside the approved return period.

Partial refunds do not apply where you are entitled to a full remedy under Australian Consumer Law.

12. Order Cancellations

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

support@flexiafrica.com

We will do our best to assist.

If your order has not yet been processed or dispatched, we may be able to cancel it and issue a refund.

If your order has already been processed, packed, dispatched, or handed to a supplier or courier, we may not be able to cancel it. In that case, you may need to wait until the item is delivered and then request a return if eligible.

13. Delayed or Missing Orders

If your order has not arrived within the estimated delivery timeframe, please contact us so we can investigate.

Delivery estimates are not guarantees, as delays may occur due to customs, courier networks, peak periods, public holidays, or other circumstances outside our control.

However, if an order is significantly delayed, lost in transit, or cannot be supplied, we will work with you to provide an appropriate solution, which may include a replacement, refund, or store credit depending on the circumstances.

14. Sale and Clearance Items

Sale and clearance items may be returned for change of mind only if they meet the eligibility requirements in this policy, unless they are clearly marked as final sale.

Final sale items cannot be returned for change of mind.

This does not affect your rights under Australian Consumer Law. If a sale, clearance, or final sale item is faulty, damaged, incorrectly supplied, or does not meet consumer guarantees, you may still be entitled to a remedy.

15. Colour, Sizing, and Product Display

We do our best to display product colours, images, sizing, and descriptions accurately.

However, colours may appear slightly different depending on your screen, lighting, monitor settings, or device.

Sizing may also vary slightly between styles, suppliers, and product types. Please check the size guide carefully before purchasing.

A minor difference in colour, fabric texture, or measurement may not be considered a fault. However, if an item is materially different from the product description or does not meet consumer guarantees, please contact us so we can assist.

16. Custom, Personalised, or Made-to-Order Items

Custom, personalised, or made-to-order items cannot usually be returned for change of mind once production has started.

This includes items made to your selected measurements, colour, design, name, logo, or custom request.

This does not affect your rights under Australian Consumer Law. If a custom or personalised item is faulty, damaged, incorrectly supplied, or does not match the agreed specifications, please contact us.

17. Refused Deliveries and Incorrect Addresses

Customers are responsible for providing accurate delivery information at checkout.

If an order is returned to us because of an incorrect address, failed delivery attempt, refusal to accept delivery, or failure to collect the parcel, additional shipping fees may apply to resend the order.

If you entered the wrong address, please contact us immediately. We cannot guarantee changes can be made once an order has been processed or dispatched.

18. Contact Us

For all refund, return, exchange, or order issue enquiries, please contact:

Flexi Africa Customer Support
Email: support@flexiafrica.com

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