Refund policy

At FLX, we stand behind the quality of the products we supply and are committed to providing a smooth and reliable customer experience. This policy outlines how refunds, returns, and exchanges are handled in accordance with Australian Consumer Law (ACL). All orders are shipped with transit insurance (up to $100) to cover damage that may occur during delivery. 1. Damaged, Faulty or Incorrect Items All orders must be inspected upon delivery. If your item arrives damaged, faulty, or incorrect, you must notify us within 48 hours of delivery. To assess your claim, we may require: Clear photos and/or videos of the issue Packaging condition and shipping label details Once assessed: Major Failures (ACL) You are entitled to choose: A full refund, or A replacement Minor Failures FLX reserves the right to: Repair the item Replace the item Provide store credit If a return is required for a confirmed fault, reasonable return shipping costs will be covered by FLX. 2. Change of Mind Returns We accept change of mind returns within 30 days of delivery, subject to strict conditions: Returns are issued as store credit only Items must be unused, uninstalled, and in brand-new resalable condition All original packaging, hardware, and accessories must be included Return shipping is at the customer’s expense A 20% restocking fee applies Important: Returns will be rejected if the item: Has been opened, installed, or used Is damaged due to handling or installation Is missing parts, packaging, or documentation 3. Sale & Clearance Items All sale, promotional, and clearance items are final sale and are not eligible for change of mind returns. This does not affect your rights under Australian Consumer Law for faulty or incorrectly supplied goods. 4. Pre-Orders Pre-orders secure stock specifically allocated to your order. Cancellations incur a 20% cancellation fee to cover supplier and administrative costs Estimated delivery timeframes are indicative only and may be subject to delays outside of our control 5. Returns Process All returns must be approved prior to being sent back. To request a return, you must provide: Your order number Reason for return Supporting evidence (if applicable) Unauthorised returns will not be accepted or processed. 6. Shipping & Delivery Once an order has been dispatched: Delivery timeframes are controlled by the courier FLX is not responsible for delays caused by couriers Customers are responsible for providing accurate shipping details at checkout FLX is not liable for parcels marked as “delivered” by the courier If your item arrives damaged, you must notify us immediately so a claim can be lodged. 7. Important Notes Installation of products is undertaken at the customer’s risk FLX is not liable for damage caused during installation or misuse Professional installation is strongly recommended where applicable