At Flexi-Back Support, we want you to feel completely confident when shopping with us. Customer satisfaction is extremely important to us, and we stand behind the quality of every product we ship. If your order arrives damaged, defective, or incorrect, we kindly ask that you contact us as soon as possible at support@flexibacksupport.com. All issues must be reported within 14 days of receiving your item, so we can resolve the matter promptly and fairly.
Please do not return or ship your order to any address without receiving confirmation and instructions from our support team. Because our fulfilment process involves multiple warehouse partners, returns sent to an incorrect location may be lost or rejected. Once you contact us, our team will review your request, verify the issue, and provide the appropriate return or replacement instructions.
Returns are accepted only in cases where the item delivered is damaged, defective, or not the correct product you ordered. To help us assess and process your claim efficiently, please include your full name, delivery address, order number, and a clear photo or video that shows the issue you are experiencing. This ensures that our team can validate the problem and offer a resolution as quickly as possible.
Once your return or claim has been reviewed and approved, we will either issue a full refund or send a replacement item at no additional cost, depending on your preference and product availability. Refunds are processed back to your original payment method within 5–10 business days. Please note that your bank or payment provider may require additional time to complete the posting of the refund to your account.
If you receive an item that is damaged, defective, or otherwise unusable, we are more than happy to arrange an exchange. Simply email support@flexibacksupport.com with your order number and a clear photo of the issue. Once verified, we will immediately arrange to send you a replacement product at no extra cost. Exchanges are only offered for products that have arrived faulty or incorrect.
Certain circumstances fall outside our return and refund criteria. We are unable to accept returns for change-of-mind purchases, including situations where the customer has ordered the wrong product or no longer wants the item after receiving it. We also cannot accept returns or issue refunds more than 14 days after the item has been delivered, as this falls outside our return window. Additionally, products that have been used, damaged through misuse, or modified in any way are not eligible for a refund, return, or exchange. We appreciate your understanding, as these policies help us maintain fair and consistent service for all customers.
If you have any questions regarding our returns or refund process, whether you’re unsure about eligibility, need help with a claim, or simply want clarification, please don’t hesitate to reach out to us at support@flexibacksupport.com. Our team is here to help and will guide you through each step of the process to ensure a smooth and positive experience.