Refund policy

FLEXNOVA

www.flexnova.co.za  •  support@flexnova.co.za

RETURN & REFUND POLICY

Effective Date: June 2026  •  Last Updated: June 2026

1. Overview

At Flexnova (flexnova.co.za), we are committed to your complete satisfaction. If you are not entirely happy with your purchase, we are here to help. This Return & Refund Policy outlines your rights and our obligations in accordance with the Consumer Protection Act 68 of 2008 (CPA) of South Africa.

2. Return Window

You have 14 (fourteen) calendar days from the date of delivery to request a return or exchange. After 14 days have passed from your delivery date, we are unable to offer a refund or exchange unless the product is found to be defective.

3. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

•        The item must be returned within 14 days of the delivery date

•        The item must be unused and in the same condition as received

•        The item must be in its original packaging

•        Proof of purchase (order confirmation or receipt) must be provided

•        The item must not fall under the non-returnable categories listed below

4. Non-Returnable Items

The following items cannot be returned or refunded:

•        Items that have been used, opened, or tampered with (for hygiene and health products)

•        Items returned after the 14-day return window

•        Items damaged due to misuse, negligence, or accidental damage by the customer

•        Sale or clearance items (unless defective)

•        Gift cards or store credit

5. Defective or Damaged Items

If you receive an item that is defective, damaged, or incorrect, please contact us within 48 hours of delivery at support@flexnova.co.za with:

•        Your order number

•        A clear description of the defect or damage

•        Photographs of the damaged or defective item

We will assess your claim and, if valid, offer a replacement, repair, or full refund at no cost to you, in accordance with the Consumer Protection Act.

6. How to Initiate a Return

To initiate a return, please follow these simple steps:

•        Step 1: Email us at support@flexnova.co.za with your order number, reason for return, and photos if applicable

•        Step 2: Wait for our team to review and approve your return request (within 2–3 business days)

•        Step 3: Once approved, you will receive a Return Authorisation (RA) number and return instructions

•        Step 4: Package the item securely and ship it back to the address provided

•        Step 5: Once we receive and inspect the item, we will process your refund or exchange

Please do not return items without a Return Authorisation (RA) number. Unauthorised returns will not be processed.

7. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to a defective, damaged, or incorrect item sent by Flexnova. In such cases, Flexnova will cover the return shipping cost.

We recommend using a trackable shipping service or purchasing shipping insurance. Flexnova is not responsible for items lost or damaged during return shipping.

8. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund within 3–5 business days.

If approved, your refund will be processed to your original payment method within 7–10 business days. Processing times may vary depending on your bank or payment provider.

Please note the following:

•        Original shipping fees are non-refundable (unless the return is due to our error)

•        A handling fee may apply for items not returned in their original condition

9. Exchanges

If you would like to exchange an item for a different size, colour, or variant, please contact us at support@flexnova.co.za within 14 days of delivery. Exchanges are subject to stock availability.

If the replacement item is of a higher value, you will be required to pay the difference. If it is of a lower value, the difference will be refunded to you.

10. Your Rights Under the Consumer Protection Act (CPA)

As a South African consumer, you are protected under the Consumer Protection Act 68 of 2008. Your rights include:

•        The right to receive goods that are safe, of good quality, and fit for purpose

•        The right to return unsafe or defective goods within 6 months of purchase for a repair, replacement, or refund

•        The right to full disclosure of all terms and conditions before purchase

•        The right to fair, honest, and reasonable business practices

Nothing in this policy limits or overrides your statutory rights under the Consumer Protection Act.

11. Contact Us

If you have any questions or concerns about this policy, we are happy to assist:

•        Website: www.flexnova.co.za

•        Email: support@flexnova.co.za

•        Response Time: Within 2–3 business days

© 2026 Flexnova – flexnova.co.za – All Rights Reserved