Returns and refunds

This page explains our return and refund policy for orders placed with Flexpro Industry Ltd, a company registered in Hong Kong.

General policy

Return requests are reviewed on a case by case basis. No product may be returned without prior written approval from Flexpro Industry Ltd.

Return conditions

To be accepted, the returned product must be new, unused, not installed, undamaged and returned in its original packaging with all accessories, documents and supplied items.

Products that have been installed, used, damaged, incomplete, customized, made to order or returned without prior approval may be refused.

Return procedure

Before any return, the customer must contact us by email to receive return instructions.

The request must include the order number, the product concerned, the reason for the return and, if necessary, photos of the product.

Return costs

Unless otherwise agreed in writing, return costs are paid by the customer. This includes return transport costs, any customs duties, customs clearance fees, any taxes, carrier brokerage fees and any other cost related to the return of the product.

The product must be returned with all costs paid by the sender. Any parcel returned with fees, duties, taxes or charges payable by Flexpro Industry Ltd may be refused, or these costs may be deducted from the refunded amount.

To avoid any fees upon arrival, it is strongly recommended to use a DDP shipment, with duties, taxes and customs clearance fees paid by the sender.

Defective or non conforming products

If the product received is defective, damaged during transport or does not conform to the order, the customer must contact us as soon as possible with photos, a description of the issue and the order number.

After verification, Flexpro Industry Ltd will offer an appropriate solution, which may include repair, replacement, shipment of parts or refund, depending on the case.

Refund

When a refund is accepted, it will be processed after receipt and inspection of the returned product.

The refund may be delayed until the returned product is received or until proof of return shipment is received.

Applicable law and mandatory rules

Where mandatory consumer protection rules apply in the country of delivery, these rules will be respected in accordance with the applicable law.

Contact

For any return or refund request, please contact us at the following address:

Email: contacts@flexpro-industry.com