Return & Refund Policy

Last updated: June 11, 2026

At Flexa Nova, we stand behind the quality of every product we sell. If something isn't right with your order, we're here to make it right. Please read this policy carefully before initiating a return.

1. Our 30-Day Return Guarantee

We offer a 30-day return window from the date you receive your order. If you are not fully satisfied with your purchase for any reason, you may return it within 30 days for a full refund or exchange, provided the conditions below are met.

To be eligible for a return, your item must be:

•    In the same condition as received — unused, unworn, and undamaged

•    In its original packaging with all tags, accessories, and documentation included

•    Accompanied by your proof of purchase (order number or order confirmation email)

2. EU Statutory Right of Withdrawal (14-Day Cooling-Off Period)

In addition to our 30-day commercial return policy, consumers in the European Union have a statutory right to withdraw from any distance purchase within 14 calendar days of receiving their order, without providing any reason, in accordance with EU Directive 2011/83/EU.

Under the statutory right of withdrawal, we will refund the full purchase price including standard outbound shipping costs. You are responsible for the cost of returning the item unless the item is faulty or incorrectly sent.

3. How to Start a Return

To initiate a return, please contact us at customerservice@flexa-nova.com before sending your item back. Include the following in your message:

•    Your full name and order number

•    The item(s) you wish to return

•    The reason for your return (optional but helpful)

•    Photos of the item if it is damaged or defective

Once we receive and review your request, we will send you a return confirmation along with instructions on how and where to send your package. Please do not send items back without first contacting us — returns sent without prior authorisation may not be accepted.

4. Return Shipping

Unless your item is faulty, defective, or incorrectly sent by us, return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method, as we cannot be held responsible for items lost or damaged in transit back to us.

If your item is defective, damaged on arrival, or incorrect, Flexa Nova will cover the cost of return shipping. A prepaid return label will be provided upon confirmation of the issue.

5. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives. If your item is defective, damaged, or you have received the wrong product, contact us immediately — and no later than 7 days after delivery — at customerservice@flexa-nova.com with:

•    Your order number

•    A clear description of the issue

•    Photographs showing the damage or incorrect item

We will assess the issue promptly and offer an appropriate resolution, which may include a replacement, a repair, or a full refund at no cost to you. This is in addition to your statutory rights under the EU 2-year legal guarantee of conformity.

6. Non-Returnable Items

For hygiene, safety, or product integrity reasons, the following items cannot be returned unless they are faulty or defective:

•    Personal care or hygiene products that have been opened or used (e.g. massage accessories with direct skin contact)

•    Items that have been assembled or permanently installed

•    Customised or personalised products made to your specifications

•    Gift cards

•    Items marked as final sale or non-returnable at the time of purchase

7. Exchanges

We do not currently offer direct exchanges. If you would like a different product, the fastest approach is to return your original item for a refund (subject to the conditions above) and place a new order separately. Once your return is approved, your refund will be processed and you can order the replacement at any time.

If you received a defective or incorrect item and would prefer a replacement over a refund, please let us know in your return request and we will arrange this where possible.

8. Refund Processing

Once we have received and inspected your returned item, we will notify you by email of the outcome of your refund request. If your return is approved:

•    Your refund will be issued to your original payment method within 5–10 business days of approval

•    For EU consumers exercising the statutory right of withdrawal, refunds will be processed within 14 calendar days of receiving your returned item or proof of return dispatch, whichever is earlier

•    Standard outbound shipping charges are non-refundable unless the return is due to our error (defective, damaged, or wrong item)

Please note that it may take additional time for your bank or payment provider to post the refund to your account. If you have not received your refund within 10 business days of our approval notification, please contact us at customerservice@flexa-nova.com.

9. Late or Missing Refunds

If you have not received your refund within the timeframe stated above, please:

•    Check your bank account or payment method again

•    Contact your bank or card provider — processing times vary and it may take a few additional days to post

•    Contact your PayPal, Klarna, or relevant payment account if applicable

If you have done all of the above and still have not received your refund, please contact us at customerservice@flexa-nova.com and we will investigate immediately.

10. Cancellations

If you wish to cancel your order, please contact us as soon as possible at customerservice@flexa-nova.com. Orders can only be cancelled before they have been dispatched. Once an order has been shipped, it cannot be cancelled and must go through the standard return process.

For digital products or services (if applicable), cancellations may be subject to different conditions as set out at the time of purchase.

11. Your Statutory Rights

Nothing in this Return & Refund Policy limits or excludes your statutory rights as a consumer under applicable law, including:

•    The EU 14-day right of withdrawal under Directive 2011/83/EU

•    The EU 2-year legal guarantee of conformity under Directive 2019/771

•    Any mandatory consumer protection rights under the law of your country of residence

This policy is offered in addition to, and does not replace, any rights you have under applicable consumer law.

12. Contact

For all return, refund, or exchange enquiries, please contact our customer service team:

Email: customerservice@flexa-nova.com

Website: https://flexa-nova.com

We aim to respond to all enquiries within 1–2 business days.