1. REQUESTING CHANGES OR RETURNS
Returns or exchanges must be made through the means by which the product was received:
1.1. Online purchase, return by carrier.
In the event that you have purchased the products through the online store and received them at home through a delivery company, you can request an exchange or return of the product through the following process:
- You must ensure that the product complies with the return policy.
- You can request a return through the following ways:
i. Internet. Entering the link of returns;
ii. Telephone of the Center of Attention to the Client.
In both cases you will be asked for the following information:
- Name and Last Name.
- Email (Required).
- Phone number.
Note: In both cases you will receive an email within 1 business day, notifying the receipt of your request with a ticket number through which you can track your return.
1.2. Returns by carrier.
If the shipment of the product was free, the return will not have any cost either.
I) Once the return has been requested, an email will be sent where you will have to download and print the return label and then take it to the shipping company.
II) The return label is valid for 7 days.
2. SHIPPING ADDRESS
Note: When you received a return label provided by the shipping company, you will be able to track the status of your package.
- Once the product is received, we will proceed to review it and confirm if it proceeds according to the described return policies, we will let you know via email.
3. DEADLINE FOR REQUESTING CHANGES OR RETURNS FOR ANOTHER SIZE OR MODEL
If you need to change the size, model or color of the purchased product, you have 30 days from the date you receive the order to make the return.
4. PERIOD TO REQUEST CHANGES IN CASE OF PRODUCT DEFECTS
If the product received has any manufacturing defect, you have 30 days from the date you receive the order to make the return.
5. RETURN POLICY FOR PRODUCTS
EXCEPTIONS NOT COVERED BY WARRANTY
I) When the product has been used in conditions different from the normal ones.
II) When the product has been altered or repaired by unauthorized individuals.
Returns must be accompanied by the Return Form.
The return process takes an average of 3 to 10 working days, which includes the shipment of the product, the reception and evaluation by the FLEXI team and notification of the result. Additionally, we consider the refund period, which is done after the approval of the return and varies depending on the means of payment with which the order was placed.
If the returned product does not comply with our policies, we reserve the right to refuse a return and make a refund.
6. REQUIREMENTS FOR EXCHANGES, RETURNS AND REFUNDS
Successful returns must adhere to the following guidelines:
I) You must keep the original box and packaging of the products, as they will be necessary in case you want to make a return.
II) The product must be clean and in good condition, without being dirty, stained, mistreated, damaged, or repaired.
III) Its labels must remain intact, without being detached and in the original packaging
IV) If the product received is not the correct model or size that was originally requested, or if the product comes with a manufacturing defect, the present Policies of Changes and Returns allow the respective return and / or make the order again to request another size or model.
7. RETURN REFUND
If they payment was made by credit card, the refund is applied directly to the card with which you made the payment.
If the payment was made through PayPal, the refund will be made according to the policies established by each payment processor.
In case of return of a product, the money refunded will be for the amount paid for the products that comply with the Return Policy.
If you originally paid for shipping, this amount will not be reimbursed.
8. RECOVERY OF PRODUCTS NOT APPROVED FOR RETURN
If the return of a product was requested by means of its shipment through a shipping company and it was not approved for return, the CUSTOMER SERVICE CENTER will contact you to give details of the return of the product.
In this case, the product will be sent again to your home through the shipping provider. The shipping will have to be covered by THE CUSTOMER. The agent of the CUSTOMER SERVICE CENTER will indicate the amount to be covered via telephone.
9. DELIVERY SERVICES OFFICE BRANCHES
In the case that a return has been requested through a delivery services company, you can look for the branch nearest to you directly on their website.
10. CUSTOMER SERVICE
If you have any questions or require additional assistance, please do not hesitate to contact our Customer Service Team through our chat system or by phone.