Refund policy

RETURNS, REFUNDS & EXCHANGES POLICY

Flex Adventures aims to provide a fair, transparent, and efficient process for returns, refunds, and exchanges. Please read the following policy carefully before submitting a request.

 1. 30-Day Return Period

Customers have 30 (thirty) days from the date of delivery or collection to request a return, refund, or exchange.

This policy applies only to products purchased directly from Flex Adventures, including:

Products purchased through third-party retailers, resellers, distributors, or online marketplaces (including but not limited to Takealot) are subject to the returns and refund policies of the original seller and must be handled directly through them.

 2. Eligibility for Returns

To qualify for a return, refund, or exchange, the product must:

  • Be in the same condition as received (new)
  • Be unused and free from damage, misuse, or alteration
  • Include all original packaging, accessories, manuals, cables, tags, and included components
  • Be accompanied by valid proof of purchase (receipt or invoice)

Flex Adventures reserves the right to decline returns that do not meet these conditions after inspection and assessment.

 3. Non-Returnable Items

The following items may not qualify for return, refund, or exchange unless required by applicable consumer protection legislation:

  • Products showing signs of misuse, negligence, accidental damage, or unauthorized modification
  • Products damaged due to improper installation or handling
  • Consumable items or accessories subject to normal wear and tear
  • Products returned incomplete or without essential accessories
  • Clearance, discontinued, or specially ordered items (unless faulty)

 4. How to Request a Return

To initiate a return, refund, or exchange request, customers must first contact Flex Adventures at:

info@flexadventures.co.za

Once the request has been reviewed and approved, Flex Adventures will provide:

  • Return instructions
  • Shipping or courier guidance where applicable
  • The approved return reference details

Items returned without prior approval or without first contacting Flex Adventures may be refused and returned to the sender at the customer’s expense.

 5. Return Address

Approved returns must be sent to:

Flex Adventures (Pty) Ltd
Attention: Flex Adventures
5C Julian Way
Somerset West Business Park
Somerset West
Cape Town
7130
South Africa

 6. Packaging & Shipping Responsibility

Customers are responsible for ensuring that returned products are packaged safely and securely for transport.

Flex Adventures recommends:

  • Using suitable protective packaging material such as bubble wrap or foam
  • Protecting screens, corners, control panels, and delicate components
  • Using sturdy outer cartons suitable for the product weight
  • Clearly labelling parcels as “FRAGILE” where applicable

Flex Adventures shall not be held liable for damage caused during transit due to insufficient or improper packaging.

Unless otherwise agreed in writing:

  • Customers are responsible for courier costs relating to returns, exchanges, or non-warranty assessments
  • Flex Adventures will only cover courier costs where required under an approved warranty claim or applicable consumer legislation

 7. Inspection & Assessment

All returned products are subject to inspection and assessment upon receipt.

Flex Adventures reserves the right to:

  • Approve or decline a return, refund, repair, replacement, or exchange based on product condition and compliance with this policy
  • Test products to verify reported faults or defects
  • Refuse claims where no fault is found or where damage is determined to fall outside warranty or return eligibility

If a product is found to be in full working order or the issue results from misuse, customer handling, or non-warranty conditions, inspection, labour, and courier fees may apply.

 8. Refunds

Refunds are processed only after inspection and approval.

If approved:

  • Refunds will be processed via the original payment method where possible, or by another agreed method
  • Processing times may vary depending on banking providers and payment platforms

Refunds may be reduced or declined if:

  • The product is returned damaged, incomplete, or not in its original condition
  • Required accessories or packaging are missing
  • The product shows evidence of misuse or unauthorized modification

 9. Exchanges

Exchange requests are subject to product inspection and approval.

If approved:

  • Products may be exchanged for the same item or an alternative product of equivalent value
  • If the replacement product costs more, the customer will be required to pay the difference
  • If the replacement product costs less, Flex Adventures may issue a store credit or refund for the difference at its discretion

If the exchange request is declined after assessment, the original item will be returned to the customer.

 10. Consumer Protection & Legal Rights

Nothing in this policy limits or excludes any rights afforded to consumers under applicable South African consumer protection legislation, including the Consumer Protection Act (CPA).

Flex Adventures reserves the right to amend or update this policy without prior notice.