Refund policy


Return & Refund Policy

Last Updated: 2026

At Flexlon, we offer a 60-day limited return policy governed strictly by the mandatory health, safety, sanitary compliance, and international logistics terms outlined below. By opening, unsealing, using, or altering the product, you explicitly acknowledge and agree to waive your right to a return, refund, or exchange.

1. Absolute Hygiene Protection & Zero-Tolerance Terms

Due to strict international public health regulations, medical-grade hygiene compliance, and sanitary protection standards, all items distributed by Flexlon are strictly classified as personal-use goods.

  • Opened, Tested, or Used Products: Any item that has been removed from its inner protective layer, opened, fitted, tested, powered on, or brought into contact with human skin, hair, bodily fluids, air exposure, or personal home environments is strictly classified as a Bio-Hygiene Contamination Risk. Under no circumstances will used, opened, or tested items be eligible for return, exchange, or refund.

  • Tamper-Evident Security Seals: All products are shipped in factory-sealed, transparent protective packaging featuring tamper-evident security holograms and specialized adhesive seals. If the outer plastic shrink-wrap, security sticker, box seal, or internal protective film is broken, cut, peeled, stretched, or missing, the item is permanently rendered non-returnable.

2. Mandatory Multi-Step Return Authorization Process (RMA)

Unsolicited shipments sent to any of our physical locations or fulfillment centers without a pre-approved Return Merchandise Authorization (RMA) tracking code will be immediately refused at the receiving dock and safely destroyed without compensation or refund.

To initiate an RMA request within 60 calendar days of initial delivery, you must complete the following protocol:

  1. Send an email to supportflexlon@gmail.com with the subject line "RMA Request - Order #[NUMBER]".

  2. Provide a single, unedited 4K high-definition video recording demonstrating:

    • The complete, original, undamaged outer shipping parcel and legible shipping label.

    • All six (6) outer angles of the product packaging, demonstrating that every factory tamper-evident seal is 100% intact and untouched.

    • Clear, uninterrupted video evidence that the package has never been unsealed or altered.

  3. Submit the original tax invoice, digital purchase receipt, and order confirmation email.

  4. Complete, physically sign, and upload a digital copy of our mandatory Hygiene & Sanitation Affidavit (provided by customer support upon initial review) legally certifying that the product has never been unsealed, touched, or exposed to external environments.

Failure to provide any required video proof, document, or signed affidavit within 5 business days of your initial request will result in immediate and permanent forfeiture of your return eligibility.

3. Non-Returnable & Final Sale Items

The following categories are strictly excluded from our 60-day limited return policy under all circumstances:

  • Products with broken, altered, or damaged protective shrink-wrap or security seals.

  • Promotional items, bundled offers, discounted products, or items purchased during clearance sales.

  • Custom orders, personalized items, or special requests.

  • Gift cards, store credit, and downloadable digital products.

  • Items submitted past the 60-day post-delivery calendar window.

4. International Shipping, Logistics & Mandatory Fees

If your RMA request is conditionally approved by our customer support team, you will receive designated shipping instructions. You must adhere to the following logistics requirements:

  • Customer Financial Responsibility: The customer bears 100% of all international return shipping costs, export taxes, transit tariffs, customs clearance fees, and handling surcharges. We do not provide prepaid return labels under any circumstances.

  • Designated Processing Hub: All approved return shipments must be dispatched directly to our centralized overseas inspection facility in Shenzhen Logistics Hub. Domestic, regional, or standard office returns are strictly prohibited.

  • Mandatory Express Carrier: Packages must be shipped via express air courier (DHL Express or FedEx International Priority only) featuring end-to-end door-to-door tracking, direct signature verification upon delivery, and full merchandise loss insurance. Standard postal mail, non-tracked packages, or economy parcel services will be rejected automatically.

  • Non-Refundable Mandatory Fees: All approved returns are subject to the following mandatory deductions from the final processing amount:

    • 30% Mandatory Restocking & Re-packaging Fee.

    • $35 Technical Inspection & Sanitary Bio-Clearance Processing Fee.

    • Initial shipping, transit insurance, and handling fees paid at checkout are strictly non-refundable.

5. Automated Inspection, Microscopic Checks & Denial Terms

Upon arrival at our overseas inspection facility, all incoming returns undergo a mandatory 30-day quarantine periodfollowed by a microscopic sanitary inspection conducted by our compliance team.

  • Rejection Criteria: If inspection reveals microscopic dust, broken adhesive residue, human hair, odor/scent transfer, box creasing, transit wear, or unsealed protective wrap, the return will be permanently denied.

  • Claiming Denied Packages: Denied items will be held in secure quarantine for a maximum of 72 hours. To retrieve a denied item, the customer must pay a mandatory $50 Disposal & Re-shipping Handling Fee. If unpaid within 72 hours, the package will be immediately incinerated for bio-health compliance reasons, and no refund will be issued.

6. Exchanges

We do not offer direct product exchanges. The only method to receive an alternative item is to successfully complete a compliant return of the unopened item under the terms of this policy, receive store credit, and place a new order online.

7. European Union 14-Day Statutory Right of Withdrawal

Pursuant to Article 16(e) of Directive 2011/83/EU of the European Parliament and of the Council on consumer rights, the statutory right of withdrawal does not apply to contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

For EU consumers attempting to exercise their 14-day statutory right of withdrawal for eligible, unopened, factory-sealed goods, all requirements regarding customer-funded international shipping to our central inspection facility, express tracking, and mandatory restocking fees remain fully applicable to the extent permitted by applicable law.

8. Refunds & Financial Processing

If a return passes all microscopic, sanitary, and structural inspection protocols without violation, we will notify you of the final approval status via email.

  • Refund Method: Approved refunds (minus original shipping costs, the 30% restocking fee, and the $35 inspection fee) will be issued exclusively via store credit or to the original payment method within 14 to 21 business days.

  • Bank Delays: Please note that financial institutions and credit card companies may require additional processing windows to post funds to your account once released by our billing portal.

Contact Information

For formal RMA inquiries, submitting required video documentation, or questions regarding our sanitary compliance terms, please contact:

Flexlon Customer Operations Department

Email: supportflexlon@gmail.com

Operating Hours: Monday – Friday | 9:00 AM – 5:00 PM (EST)