Refund policy
Return & Refund Policy — FlexWaist
At FlexWaist, we want you to be happy with your order. Please read this policy carefully before placing an order, as it explains what to do if something goes wrong.
Replacement Only — No Cash Refunds
We do not offer cash refunds. If you receive a damaged, defective, or wrong item, we will send you a free replacement of the same product, subject to the conditions below.
Unboxing Video Required
To claim a replacement for a damaged, defective, or wrong item, you must provide a clear, continuous, unedited unboxing video showing:
- The sealed package before opening
- The package being opened without any cuts or pauses
- The issue (damage/defect/wrong item) clearly visible
Claims without a valid unboxing video will not be accepted. This is required because our shipping partners and suppliers only honor damage claims when there is verifiable video proof.
How to Claim a Replacement
- Contact us within 3 days of delivery at flexwaist9@gmail.com
- Share your order number and the unboxing video
- Once verified, we will arrange a replacement at no extra cost
- Replacement items are shipped once the claim is approved; delivery times may vary based on stock and location
What Is Not Covered
- Claims made after 3 days of delivery
- Claims without an unboxing video, or with an edited/cut video
- Change of mind, wrong size/color selected by the customer, or buyer's remorse
- Products damaged due to misuse after delivery
- Minor packaging wear that does not affect the product itself
Order Cancellations
You may cancel your order within 2 hours of placing it, provided it has not yet been processed for shipping. To cancel, email us immediately at flexwaist9@gmail.com with your order number. Once an order has been handed to our fulfillment partner, it cannot be cancelled or modified.
If Your Replacement Also Arrives Damaged
If your replacement item also arrives damaged, defective, or incorrect (again supported by an unboxing video), please contact us within 3 days of receiving the replacement. In this case, we will offer either a second replacement or, if the product is unavailable, store credit equal to the order value, redeemable on any product on our store.
If a Replacement Is Out of Stock
If the item you ordered is no longer available for replacement, we will offer you a choice between:
- A similar product of equal or greater value, or
- Store credit equal to your order value, valid for 90 days
Non-Returnable Situations
We do not accept returns for items that are not damaged, defective, or incorrect. Since all replacement items are custom-sourced per order, we're unable to accept "no longer wanted" returns.
Grievance & Escalation
If you're not satisfied with how your claim was handled, you may write to us at flexwaist9@gmail.com with "Escalation" in the subject line. We will review and respond within 5 business days.