Refund & Returns Policy

Last updated: 9 October 2026

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

We want you to shop with confidence. This policy explains how change-of-mind returns, faulty or incorrect products, refunds, exchanges and cancellations are handled.

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

1. 30-Day Change-of-Mind Returns

For eligible products, you may request a change-of-mind return within 30 days of delivery.

To qualify for a voluntary change-of-mind return, the product must be:

• unworn, unused and unwashed;
• in a resalable condition;
• returned with tags attached, where applicable; and
• returned with its original packaging where reasonably possible.

Please contact us at support@flexiafrica.com before returning any item so we can provide the correct return instructions.

Do not send a product to an address shown on the original parcel without first contacting us.

For approved change-of-mind returns, the customer is responsible for return postage.

2. Items Not Eligible for Voluntary Change-of-Mind Returns

Unless required by applicable law, voluntary change-of-mind returns are not available for:

• products customised, personalised or made specifically to your individual specifications;
• pierced jewellery, earrings or other hygiene-sensitive products after any protective seal or hygiene packaging has been opened;
• gift cards or other products clearly identified as non-returnable before purchase; or
• items clearly marked as Final Sale at the time of purchase.

These exclusions apply only to voluntary change-of-mind returns. They do not affect your statutory rights where a product is faulty, unsafe, materially different from its description, not fit for purpose or otherwise fails to comply with an applicable consumer guarantee.

3. Incorrect Size, Colour or Product Choice

If you selected the wrong size, colour, design or product variation, this will generally be treated as a change-of-mind return.

Provided the item satisfies the eligibility requirements above and you contact us within 30 days of delivery, you may request a return.

• return postage is the customer's responsibility;
• the item must meet the change-of-mind return conditions; and
• any replacement or exchange is subject to availability.

We strongly recommend reviewing the applicable product description, measurements and size guide before ordering.

4. Faulty, Damaged, Unsafe or Incorrect Products

If your order arrives damaged, is faulty, is unsafe, is materially different from its description, is not fit for a disclosed purpose, or is different from the product you ordered, please contact us at support@flexiafrica.com.

To help us assess the issue, please provide where reasonably available:

• your order number;
• a description of the problem; and
• photographs or other supporting information.

We encourage you to contact us as soon as reasonably possible so we can assist efficiently. However, no short reporting timeframe in this policy removes or limits statutory rights that may apply for a longer period.

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

5. Australian Consumer Law

Where the Australian Consumer Law applies, our goods come with statutory consumer guarantees.

If a product has a major failure, you may be entitled to choose between a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage caused by the failure.

A major failure may include circumstances where a product is unsafe, is substantially different from its description or sample, has a serious problem that would have prevented a reasonable consumer from purchasing it had they known about the problem, or cannot be used for its normal purpose or another purpose made known to us before purchase and cannot easily be fixed within a reasonable time.

Where a product has a minor problem, Flexi Africa may provide an appropriate remedy within a reasonable time. If the problem is not remedied within a reasonable time, additional remedies may become available under applicable law.

Consumer guarantee rights may apply regardless of whether a product was purchased at full price, discounted, purchased using a promotional code or included in a sale.

6. Return Shipping Costs

Change-of-Mind Returns

For voluntary change-of-mind returns, the customer is responsible for the cost of returning the product. We recommend using a tracked postal or courier service. You remain responsible for the returned product until it is received.

Faulty or Non-Compliant Products

Where a product is confirmed to have a problem covered by an applicable consumer guarantee, Flexi Africa will reimburse reasonable return costs where required by law.

Please retain your postage or courier receipt. Where an item is large, heavy or otherwise difficult or expensive to return, we will make appropriate return or collection arrangements where legally required.

7. Refunds

Once your return has been received and assessed, we will notify you of the outcome.

If a refund is approved, it will normally be issued to the original payment method used for the purchase.

We aim to initiate approved refunds within 10 business days, or sooner where applicable law requires. Your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

Flexi Africa currently provides free standard worldwide shipping, so there is generally no standard outbound shipping fee to deduct from an eligible change-of-mind refund.

Where a customer paid an additional amount for premium, priority or express delivery, that additional delivery fee is generally not refundable for a voluntary change-of-mind return unless applicable law requires otherwise.

8. Exchanges

If you would like a different size, colour, design or variation, please contact support@flexiafrica.com.

Exchanges are subject to product availability. Where a direct exchange is not practical, we may ask you to return the eligible item and place a new order.

For voluntary change-of-mind exchanges, the customer is responsible for return postage. This does not affect your rights where the product is faulty or otherwise fails to comply with an applicable consumer guarantee.

9. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@flexiafrica.com.

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

Cancellation may no longer be possible after an order has entered processing or production, been packed, been transferred for fulfilment or been dispatched.

If cancellation is no longer possible, you may request a return after delivery if the product qualifies under this policy or applicable law.

If Flexi Africa cancels an order because a product is unavailable or cannot be supplied, any amount paid for the affected product will be refunded.

10. International Customers

Customers outside Australia may have additional mandatory rights under the consumer protection laws applicable to their purchase. Nothing in this policy is intended to limit those rights.

European Union Customers

Where European Union distance-selling rules apply, eligible consumers generally have a statutory right to withdraw from an online purchase within 14 days after receiving the goods, without providing a reason, subject to applicable exceptions.

To exercise this right, please contact support@flexiafrica.com within the applicable withdrawal period.

Unless applicable law requires otherwise, you are responsible for the direct cost of returning goods under the statutory withdrawal right.

Where permitted by applicable law, we may wait until the goods have been returned, or until you provide evidence that they have been returned, before completing the refund.

The statutory withdrawal right may not apply to certain products, including goods made to your individual specifications, clearly personalised goods and certain sealed hygiene-sensitive goods after the protective seal has been broken.

If Flexi Africa's voluntary 30-day return policy gives you a longer return period than your statutory minimum rights, the longer voluntary period may apply subject to the eligibility requirements in this policy.

11. Proof of Purchase

We may request reasonable proof of purchase before processing a return, refund, exchange or consumer guarantee claim.

Proof of purchase may include your Flexi Africa order number, order confirmation email, payment record or other reasonable evidence of the transaction.

12. Return Condition and Original Packaging

The requirement that a change-of-mind product be unused, unworn and in resalable condition applies only to our voluntary change-of-mind return policy.

These conditions do not override statutory consumer rights for faulty or non-compliant products.

A valid consumer guarantee claim is not automatically refused merely because the original packaging is unavailable, the product has been opened, or the product has been used where reasonable use was necessary to identify the problem.

13. Contact Us

For assistance with a return, refund, exchange, cancellation or product concern, please contact:

Flexi Africa
Operated by Flexi Africa International Pty Ltd (ACN 656 889 011) as trustee for the Flexi Africa International Trust
Email: support@flexiafrica.com
Website: https://flexiafrica.com

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

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