Terms of service

TERMS OF SERVICE

Last updated: 19 September 2026

1. Introduction

Welcome to Flexi Africa.

Flexi Africa (“Flexi Africa”, “we”, “us” or “our”) is operated by Flexi Africa International Pty Ltd (ACN 656 889 011) as trustee for the Flexi Africa International Trust.

These Terms of Service (“Terms”) apply to your access to and use of www.flexiafrica.com, including any purchases made through our website.

By accessing our website, creating an account, placing an order or otherwise using our services, you agree to these Terms.

These Terms should be read together with our:

  • Refund & Returns Policy;

  • Shipping Policy;

  • Privacy Policy; and

  • any other policies or conditions displayed on our website that apply to your order.

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

2. About Flexi Africa

Flexi Africa is an online fashion and lifestyle retailer offering a curated range of African-made, African-inspired and other related products to customers around the world.

Some products may be sourced, manufactured, stored or fulfilled on our behalf by independent manufacturers, suppliers, fulfilment providers or logistics partners located in Australia or overseas.

Unless we clearly state otherwise before you place your order, your purchase is made from Flexi Africa.

The involvement of a supplier, manufacturer, fulfilment provider or delivery partner does not remove or limit any responsibility Flexi Africa may have to you under applicable consumer law.

Our suppliers and fulfilment partners may assist us in:

  • manufacturing or supplying products;

  • packaging orders;

  • dispatching products;

  • processing international shipments; and

  • providing tracking or delivery services.

You should contact Flexi Africa in the first instance if you experience an issue with a product purchased through our website.

3. Eligibility to Use Our Website

By using our website or placing an order, you represent that:

  • you are legally capable of entering into a binding agreement;

  • the information you provide is accurate and current;

  • you are using the website for lawful purposes; and

  • where you place an order on behalf of another person or organisation, you have authority to do so.

If you are under 18 years of age, you should use our website only with the involvement and permission of a parent or legal guardian.

4. Products and Product Information

We take reasonable steps to ensure that product information displayed on our website is accurate and up to date.

Product information may include:

  • photographs;

  • descriptions;

  • colours;

  • measurements;

  • size guides;

  • materials;

  • specifications;

  • availability; and

  • estimated preparation or delivery times.

Because products may be handmade, made to order or sourced from different manufacturers or suppliers, minor variations may occur between products.

Colours may also appear differently depending on:

  • screen settings;

  • lighting;

  • photography;

  • device displays; and

  • manufacturing variations.

Measurements and sizing may vary between products, styles and suppliers. Customers should review the relevant size guide before placing an order.

Minor variations that do not materially affect the product may not necessarily constitute a fault.

However, nothing in this section affects your rights where a product is materially different from its description, faulty, unsafe, not fit for purpose or otherwise fails to comply with a consumer guarantee.

5. Product Availability

All products are subject to availability.

An item being displayed on our website does not guarantee that it will remain available.

In limited circumstances, a product may become unavailable after an order has been placed due to:

  • stock discrepancies;

  • supplier availability;

  • manufacturing issues;

  • discontinued products;

  • fulfilment problems; or

  • circumstances outside our reasonable control.

If we cannot supply an item you ordered, we will contact you and provide an appropriate solution.

Depending on the circumstances, this may include:

  • supplying an agreed alternative;

  • cancelling the affected item; or

  • providing a refund for the amount paid for the item.

We will not substitute a materially different product without your agreement.

6. Orders

When you place an order, you are making an offer to purchase the products included in that order.

After your order is submitted, you may receive an automated order confirmation.

An automated confirmation means we have received your order. It does not prevent us from contacting you if there is a genuine problem with:

  • availability;

  • payment;

  • pricing;

  • suspected fraud;

  • delivery restrictions;

  • product information; or

  • another material issue affecting our ability to fulfil the order.

Once an order has entered processing, production or fulfilment, we may not be able to change or cancel it.

If we cancel an order or item that you have already paid for and no product has been supplied, we will refund the amount paid for the cancelled item using the original payment method where reasonably possible.

7. Pricing

Prices displayed on our website may vary depending on:

  • your selected country;

  • currency;

  • market;

  • applicable taxes; and

  • promotions.

The price payable will be the price displayed at checkout when your order is submitted, subject to correction of genuine and obvious errors.

We take reasonable care to display accurate prices.

If we discover a genuine pricing error before an order has been fulfilled, we will contact you.

Where appropriate, you will be given the option to:

  • proceed at the correct price; or

  • cancel the affected item for a refund.

We will not retrospectively increase the agreed price of an existing order after purchase merely because our prices later change.

8. Currency and International Transactions

Our website may display prices in different currencies depending on your location or selected market.

Your bank, card issuer or payment provider may:

  • apply its own currency conversion rate;

  • charge an international transaction fee; or

  • impose other processing fees.

These charges are imposed by the relevant financial institution or payment provider and are outside Flexi Africa's control.

9. Payments

Payment must be made using one of the payment methods available at checkout.

Available payment methods may change from time to time.

Payments are processed using secure third-party payment service providers.

Flexi Africa does not require you to provide payment through any method that is not displayed as available through our official checkout.

By submitting payment information, you confirm that:

  • you are authorised to use the selected payment method;

  • the payment information supplied is accurate; and

  • sufficient funds or credit are available to complete the transaction.

We may delay processing an order where reasonably necessary to verify a payment or investigate suspected fraud or unauthorised activity.

10. Fraud Prevention and Order Verification

To protect customers and Flexi Africa from fraudulent transactions, we may conduct reasonable order verification.

We may request additional information where an order presents genuine security concerns.

This may include confirming:

  • customer identity;

  • billing details;

  • delivery information; or

  • payment authorisation.

Any verification process will be conducted in accordance with our Privacy Policy and applicable privacy laws.

We may cancel or suspend an order where we reasonably believe that the transaction is fraudulent, unauthorised or unlawful.

If a legitimate paid order is cancelled by us before supply, any amount owing to the customer will be refunded.

11. Shipping

Flexi Africa currently offers free standard worldwide shipping on eligible orders, as described in our Shipping Policy.

Shipping availability may depend on:

  • destination;

  • product;

  • carrier restrictions;

  • customs regulations; and

  • other logistical requirements.

Any shipping charge that applies to an order will be clearly disclosed before payment.

Shipping terms applicable to an order will be those displayed when the order is placed. Changes to our shipping arrangements will not retrospectively alter an already accepted order.

Please refer to our Shipping Policy for further information.

12. Processing and Delivery Times

Orders are generally processed in accordance with the estimated timeframes stated on our website or Shipping Policy.

Some products are:

  • handmade;

  • personalised;

  • manufactured to order; or

  • prepared by overseas suppliers.

These products may require additional processing time before dispatch.

Delivery estimates are estimates rather than guaranteed delivery dates unless we expressly state otherwise.

Delays may occur because of circumstances including:

  • customs processing;

  • carrier disruptions;

  • severe weather;

  • public holidays;

  • peak shopping periods;

  • remote delivery locations;

  • border restrictions; or

  • other events outside our reasonable control.

We will not rely on this section to exclude any rights you may have under Australian Consumer Law or other applicable law where an order is not supplied within a required or reasonable period.

13. Tracking

Where tracking is available, tracking information will generally be provided after dispatch.

Tracking information may take several business days to update after a parcel has been handed to a carrier.

Tracking information is provided by the relevant postal, courier or logistics service and may occasionally be delayed or inaccurate.

Please contact us at support@flexiafrica.com if you believe your order is lost or significantly delayed.

14. Delivery Addresses

Customers are responsible for checking that the delivery information entered at checkout is accurate and complete.

If you discover an error, contact us as soon as possible.

We will make reasonable efforts to assist, but we cannot guarantee that an address can be changed after an order has entered fulfilment or been dispatched.

Where a parcel is returned because of:

  • an incorrect address supplied by the customer;

  • failure to collect the parcel;

  • refusal of delivery without a valid legal basis; or

  • unsuccessful delivery caused by information supplied by the customer,

reasonable additional shipping charges may apply if the customer asks us to resend the order.

This does not apply where the delivery problem was caused by Flexi Africa or where otherwise prohibited by law.

15. Customs, Duties and Import Taxes

International orders may be subject to:

  • customs duties;

  • import taxes;

  • VAT;

  • GST;

  • brokerage fees; or

  • other government or customs charges.

Unless expressly stated as included at checkout, these charges are generally imposed by the destination country and are the customer's responsibility.

Flexi Africa does not control charges imposed by foreign customs authorities.

Customers are responsible for complying with import rules applicable in their country.

Nothing in this section affects any mandatory rights or disclosure requirements under applicable law.

16. Australian Consumer Law

If the Australian Consumer Law applies to your purchase, our goods come with consumer guarantees that cannot be excluded.

These guarantees may include requirements that goods:

  • are of acceptable quality;

  • are fit for any disclosed purpose;

  • match their description;

  • match any sample or demonstration model where applicable;

  • are supplied with clear title; and

  • satisfy other guarantees required by law.

The remedy available for a product problem depends on the circumstances and whether the failure is major or minor.

For a major failure, you may be entitled to choose between a refund and replacement and may also have rights regarding reasonably foreseeable loss or damage.

For a failure that is not major, Flexi Africa may be entitled to provide an appropriate remedy within a reasonable time, such as repair or replacement, as permitted by Australian Consumer Law.

Nothing in these Terms, our Refund & Returns Policy or any other Flexi Africa policy is intended to exclude, restrict or modify these rights.

17. Returns and Change of Mind

Flexi Africa offers a 30-day change-of-mind return period for eligible products, subject to the conditions contained in our Refund & Returns Policy.

Change-of-mind returns are separate from your rights under Australian Consumer Law.

To qualify for a change-of-mind return, products generally must be:

  • returned within the applicable return period;

  • unused;

  • unworn;

  • unwashed;

  • undamaged;

  • in resaleable condition; and

  • returned with relevant tags, accessories and original packaging where applicable.

Certain products may be excluded from change-of-mind returns for hygiene, safety, customisation or other reasonable product-specific reasons.

These exclusions do not remove your rights where a product is faulty, damaged, incorrectly supplied or otherwise fails to satisfy a consumer guarantee.

Full details are contained in our Refund & Returns Policy.

18. Faulty, Damaged, Incorrect or Misdescribed Products

If you believe a product is:

  • faulty;

  • damaged;

  • incorrectly supplied;

  • unsafe;

  • materially different from its description;

  • missing components; or

  • otherwise not compliant with an applicable consumer guarantee,

please contact:

support@flexiafrica.com

We may reasonably request:

  • your order number;

  • photographs;

  • video;

  • a description of the issue; or

  • other information reasonably necessary to assess the claim.

Requesting this information does not remove your consumer rights.

Flexi Africa will assess the issue and provide any remedy required by applicable law.

We will not require you to pursue a manufacturer or third-party supplier instead of Flexi Africa where Flexi Africa has responsibility for the claim under applicable consumer law.

19. Refunds

Refunds are not merely discretionary where a customer has a legal entitlement to a refund.

Where Australian Consumer Law or another applicable law requires a refund, Flexi Africa will provide the refund in accordance with that law.

Change-of-mind refunds are governed by our voluntary Refund & Returns Policy.

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

Banking institutions and payment processors may take additional time to display a processed refund.

Flexi Africa is not responsible for processing delays caused solely by the customer's bank or payment provider after the refund has been successfully issued.

20. Store Credit

Flexi Africa may offer store credit in appropriate circumstances.

Where you are legally entitled to choose a refund or replacement, store credit will not be substituted for that remedy without your agreement.

Store credit may be used:

  • as a voluntary remedy agreed with the customer;

  • for eligible change-of-mind returns; or

  • in another circumstance where permitted by law.

21. Return Shipping Costs

For eligible change-of-mind returns, customers are generally responsible for return shipping costs unless we state otherwise.

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

For products that are large, heavy or otherwise difficult to return, we will make appropriate arrangements where required by Australian Consumer Law.

Customers should retain receipts or other evidence of reasonable return shipping expenses.

22. Exchanges

Flexi Africa does not guarantee direct exchanges for change-of-mind purchases.

Where available, you may be asked to:

  • return the eligible original product; and

  • place a new order for the preferred size, colour or product.

For faulty, damaged, incorrect or misdescribed products, a replacement may be provided where appropriate and in accordance with your legal rights.

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

Some Flexi Africa products may be:

  • custom made;

  • personalised;

  • altered to customer specifications;

  • made to selected measurements; or

  • manufactured after an order is submitted.

Once production begins, these products may not be eligible for a voluntary change-of-mind cancellation or return.

This restriction does not affect your rights where the product is faulty, damaged, incorrectly supplied, does not comply with agreed specifications or otherwise fails to satisfy an applicable consumer guarantee.

24. Promotions and Discount Codes

Promotions, discounts and promotional codes may be subject to additional conditions communicated with the relevant offer.

Unless otherwise stated:

  • promotional codes cannot be exchanged for cash;

  • only one promotional code may be used per order;

  • promotional codes may have an expiry date;

  • promotions apply only to eligible products; and

  • promotions cannot generally be applied retrospectively to previous purchases.

We may refuse the use of a promotional offer where there is reasonable evidence of:

  • fraud;

  • manipulation;

  • automated abuse;

  • unauthorised duplication; or

  • use contrary to clearly disclosed promotional conditions.

Nothing in this section permits us to remove an accrued legal right or cancel a legitimate promotion after purchase without an appropriate remedy.

25. Gift Cards

Where Flexi Africa offers gift cards, additional gift-card terms may apply.

Gift cards:

  • are not generally redeemable for cash except where required by law;

  • should be treated like cash;

  • may be subject to expiry rules permitted by Australian law; and

  • may be used only in accordance with the conditions provided when purchased.

Nothing in our gift-card terms will override any mandatory legal requirement.

26. Customer Accounts

You may be able to create an account on our website.

You are responsible for:

  • keeping your password confidential;

  • providing accurate account information;

  • taking reasonable steps to protect your account; and

  • notifying us if you suspect unauthorised access.

You must not knowingly allow another person to use your account for fraudulent or unlawful activity.

We may temporarily restrict account access where reasonably necessary to investigate:

  • suspected fraud;

  • unauthorised access;

  • security threats; or

  • serious misuse of our website.

Where reasonably practicable, we will assist genuine customers in restoring access once appropriate verification has been completed.

27. Prohibited Conduct

You must not use our website to:

  • violate any applicable law;

  • commit or attempt fraud;

  • impersonate another person;

  • submit knowingly false information;

  • interfere with the operation or security of the website;

  • introduce malicious software;

  • access systems or information without authorisation;

  • scrape or extract website data in a manner prohibited by law;

  • abuse discounts or promotional systems;

  • interfere with another person's use of the website;

  • infringe intellectual property rights; or

  • use the website for unlawful, harmful or deceptive activity.

We may take reasonable steps to prevent or respond to prohibited conduct.

28. Intellectual Property

Unless otherwise stated, the content on the Flexi Africa website is owned by, licensed to or lawfully used by Flexi Africa.

This may include:

  • trademarks;

  • logos;

  • photographs;

  • graphics;

  • designs;

  • videos;

  • product descriptions;

  • written content;

  • website layout; and

  • other materials.

You may access and use website content for personal, non-commercial shopping purposes.

You must not reproduce, distribute, commercially exploit, modify or falsely claim ownership of protected content without permission, except where permitted by law.

Third-party trademarks and intellectual property remain the property of their respective owners.

29. User Content and Reviews

If you submit a review, photograph, comment or other content to Flexi Africa, you confirm that:

  • you have the right to submit it;

  • it is not knowingly false or misleading;

  • it does not unlawfully infringe another person's rights; and

  • it does not contain unlawful or malicious content.

You retain ownership of your original content.

By submitting content for publication on our website or social platforms, you grant Flexi Africa a non-exclusive, worldwide, royalty-free licence to use, reproduce and display that content in connection with our business and marketing, unless otherwise agreed.

We may moderate or remove content where reasonably necessary because it is:

  • unlawful;

  • fraudulent;

  • defamatory;

  • abusive;

  • spam;

  • unrelated to the relevant product or service;

  • infringing; or

  • otherwise contrary to legitimate moderation standards.

We will not require a customer to give up a consumer right in exchange for removing or changing a legitimate negative review.

30. Third-Party Websites and Services

Our website may contain links to websites or services operated by third parties.

These may include:

  • social media platforms;

  • payment providers;

  • delivery carriers;

  • tracking services; and

  • other external services.

A link to a third-party service does not necessarily mean we endorse everything available through that service.

Third-party websites operate under their own terms and privacy policies.

Flexi Africa is not responsible for the operation of an independent third-party website that is outside our reasonable control.

Nothing in this section excludes responsibility that Flexi Africa cannot lawfully exclude.

31. Supplier and Fulfilment Partners

Flexi Africa may use third-party suppliers, manufacturers and fulfilment partners to fulfil orders.

For this purpose, relevant order information may be provided to those parties, including information reasonably required to:

  • manufacture a product;

  • package an order;

  • deliver an order; or

  • provide order-related support.

Personal information will be handled in accordance with our Privacy Policy and applicable privacy laws.

The use of a third-party supplier or fulfilment partner does not by itself remove any responsibility Flexi Africa has to its customers under applicable consumer law.

32. Privacy

Your privacy is important to us.

Our collection, use, storage and disclosure of personal information is governed by our Privacy Policy and applicable privacy law.

By using our website, you acknowledge that information may need to be shared with service providers reasonably necessary to process and fulfil your order, including:

  • payment providers;

  • suppliers;

  • fulfilment providers;

  • delivery companies;

  • technology providers; and

  • customer-service providers.

Some service providers may be located outside Australia.

Please read our Privacy Policy for further details.

33. Website Availability

We aim to keep our website available and functioning correctly.

However, we do not guarantee uninterrupted access.

The website may occasionally be unavailable because of:

  • maintenance;

  • technical faults;

  • hosting disruptions;

  • cybersecurity events;

  • system updates; or

  • circumstances outside our reasonable control.

We may modify or improve the website from time to time.

Nothing in this section excludes any obligation or liability that cannot lawfully be excluded.

34. Disclaimer and Limitation of Liability

To the maximum extent permitted by law, Flexi Africa is not liable for losses arising solely from matters outside our reasonable control where we have not breached an applicable legal duty.

However, nothing in these Terms excludes, restricts or modifies any guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified under Australian Consumer Law or another applicable law.

Where liability may legally be limited, any limitation will apply only to the extent permitted by law.

We do not exclude liability for reasonably foreseeable loss or damage where Australian Consumer Law or another applicable law requires us to compensate you.

35. Indemnity

You are responsible for loss reasonably suffered by Flexi Africa as a direct result of your unlawful use of our website, fraud, deliberate misuse, or infringement of another person's rights.

Any responsibility under this section will apply only to the extent permitted by law and to the extent that the loss was caused by your conduct.

This section does not make you responsible for loss caused by Flexi Africa, its employees, contractors or service providers.

36. Suspension or Termination of Website Access

We may restrict or terminate access to our website or customer-account functions where reasonably necessary because of:

  • fraud;

  • serious or repeated misuse;

  • security risks;

  • unlawful activity;

  • unauthorised access; or

  • material breach of these Terms.

Any suspension or termination of website access does not remove:

  • an existing customer order;

  • an outstanding refund;

  • a valid consumer-guarantee claim; or

  • another legal right or obligation,

unless otherwise permitted by law.

37. Complaints and Disputes

If you have a concern about an order, product or service, please contact us first so we have an opportunity to investigate and resolve the issue.

Email:

support@flexiafrica.com

Please include relevant information such as:

  • your order number;

  • your name;

  • details of the issue; and

  • any relevant photographs or supporting information.

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

Nothing in this section prevents you from exercising any right to contact a consumer protection body, dispute resolution service, regulator, tribunal or court.

38. Changes to These Terms

We may update these Terms from time to time to reflect:

  • changes to our business;

  • website functionality;

  • laws or regulations;

  • payment or delivery arrangements; or

  • reasonable operational requirements.

The current version will be published on our website together with the date it was last updated.

Changes will apply prospectively from the applicable effective date.

We will not rely on a later change to these Terms to retrospectively remove or reduce rights that formed part of an existing purchase or that are provided by law.

Your continued use of the website after updated Terms take effect means the updated Terms apply to your future use of the website.

39. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be interpreted or limited to the extent necessary where legally possible.

The remaining provisions will continue to apply.

40. No Waiver

If Flexi Africa does not immediately enforce a provision of these Terms, that does not necessarily mean we have waived our right to enforce it later.

Likewise, nothing in these Terms limits any non-waivable right available to a customer under applicable law.

41. Governing Law

These Terms are governed by the laws applicable in New South Wales, Australia, subject to any mandatory consumer protection laws that also apply to you.

Nothing in this section is intended to prevent a customer from relying on any jurisdiction or forum rights that cannot lawfully be excluded.

42. Contact Us

For questions about these Terms, orders, refunds, returns or other customer-service matters, contact:

Flexi Africa

Operated by Flexi Africa International Pty Ltd

ACN 656 889 011

as trustee for the Flexi Africa International Trust

Website: www.flexiafrica.com

Email: support@flexiafrica.com

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

© 2026 Flexi Africa. All Rights Reserved.