Refund policy

Thank you for shopping at flaxmakerswimx.shop.

We want customers to understand their rights and our procedures if they need to cancel an order, return a product, report a damaged or faulty item or request a refund.

This Return and Refund Policy should be read together with our Terms of Service and Shipping Policy.

Nothing in this policy is intended to exclude or restrict mandatory rights available to consumers under applicable UK law.

UK distance-selling rules generally provide consumers with a statutory cancellation period for qualifying online purchases.

Statutory Right to Cancel

Where the statutory cancellation right applies, a UK consumer may generally cancel a qualifying online purchase within 14 days after receiving the goods, without needing to provide a reason.

For orders containing multiple goods delivered separately, the applicable period may run from receipt of the final qualifying item where required by law.

To exercise the cancellation right, the customer must clearly inform us of the decision to cancel.

You may contact:

Email: info@flaxmakerswimx.shop

The message should preferably include:

  • Order number;
  • Customer name;
  • Email address used for the order;
  • Product or products being cancelled; and
  • A clear statement that you wish to cancel the contract.

Providing this information helps us identify and process the request efficiently.

Returning Goods After Cancellation

Where the statutory right to cancel applies, customers should return qualifying goods without undue delay and within the period required by applicable law after notifying us of cancellation.

Before sending any product back, please contact:

info@flaxmakerswimx.shop

We will provide the appropriate return instructions.

Do not send a return to an address printed on an original parcel, shipping label or carrier document unless our customer-service team has specifically confirmed that it is the correct return destination.

Condition of Returned Goods

Customers may inspect goods in a manner reasonably necessary to establish their nature, characteristics and functioning.

Where handling goes beyond what would reasonably be permitted when examining goods in a physical shop and causes a reduction in value, we may make a deduction from the refund where permitted by applicable law.

Returned products should therefore, where reasonably possible:

  • Be kept clean;
  • Be returned with supplied accessories;
  • Include original components;
  • Include labels or packaging where reasonably possible; and
  • Not be deliberately damaged or materially altered.

Opening ordinary packaging does not automatically eliminate a statutory cancellation right.

Hygiene and Sealed Goods

Certain statutory exceptions to cancellation rights may apply.

For example, a statutory cancellation right may not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons where the seal has been broken after delivery, where the legal requirements for that exception are satisfied.

We will not treat an ordinary product as non-returnable merely by describing it as a hygiene product where applicable consumer law does not permit that exclusion.

Other Statutory Exceptions

Depending on the product involved, cancellation rights may not apply to certain categories of goods, including where applicable:

  • Goods made to the customer's specifications;
  • Clearly personalised goods;
  • Goods liable to deteriorate or expire rapidly;
  • Certain sealed hygiene or health-protection products once unsealed;
  • Sealed audio, video or software products once unsealed; and
  • Other products expressly excluded under applicable legislation.

Any statutory exception will be applied only where legally permitted.

Faulty, Damaged or Misdescribed Goods

The statutory cancellation rules are separate from your rights where goods are faulty, damaged, unsafe, incorrect or not as described.

If you receive a product that appears:

  • Damaged;
  • Defective;
  • Incorrect;
  • Incomplete;
  • Materially different from its description; or
  • Otherwise non-conforming,

please contact us promptly at:

info@flaxmakerswimx.shop

Include your order number and a clear description of the problem.

Photographs or other reasonable evidence may be requested where they help us understand the issue, but requests for evidence will not be used to unlawfully restrict statutory consumer rights.

Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, price reduction, refund or another statutory remedy.

Incorrect Products

If you receive an item materially different from the item ordered, please contact us before returning it.

We will investigate the order and provide appropriate instructions.

Where the error is attributable to us and a return is required, reasonable return costs will be handled in accordance with applicable law.

Damaged Parcels

If packaging appears damaged when delivered, you should inspect the contents as soon as reasonably possible.

Please notify us promptly if the goods themselves are damaged.

Damage to outer packaging alone does not necessarily mean that the goods inside are defective.

Change-of-Mind Return Costs

Where a customer exercises a statutory change-of-mind cancellation right and the goods are not faulty, we may require the customer to bear the direct cost of returning the goods where applicable law permits and where the customer has been appropriately informed.

This does not apply where applicable law requires us to bear the return cost.

For faulty, incorrect or otherwise non-conforming goods, return costs will be handled consistently with statutory consumer rights.

Refund Amounts

Where a qualifying cancellation is valid, the refund will include amounts required by applicable law.

Because standard shipping is free on all flaxmakerswimx.shop orders, there is normally no standard outbound shipping charge to refund.

If additional services or non-standard options are offered in the future, any refund entitlement relating to those services will be determined under applicable law.

Refund Timing

Where a refund is legally due following cancellation and return of goods, we will issue it within the applicable statutory timeframe.

UK rules permit traders in relevant circumstances to withhold reimbursement until the goods have been received back or the consumer supplies evidence that the goods have been sent back, whichever occurs first, subject to the applicable statutory rules.

Refund Method

Refunds will normally be made using the same payment method used for the original transaction unless another method is agreed and legally permitted.

Processing time after we issue a refund may depend on the customer's bank, card provider or payment processor.

Order Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, contact:

info@flaxmakerswimx.shop

as soon as possible.

Where cancellation is possible, we will process it accordingly.

If an order has already entered fulfilment or has been dispatched, the normal statutory cancellation and return process may apply instead.

Exchanges

Where exchanges are operationally available, they may be handled by return and replacement.

Availability of an exchange is not guaranteed.

Where the customer has statutory rights to a repair, replacement or another remedy for non-conforming goods, those rights are unaffected.

Lost Returns

Customers should consider using a trackable return method where they are responsible for arranging return transportation.

Customers should retain evidence of postage until the return and refund process has been completed.

Suspected Abuse or Fraud

We may investigate suspicious return activity, including materially fraudulent claims, substituted products, intentional damage or abuse of our return process.

Nothing in this section permits us to refuse a legitimate statutory right.

Contact

For cancellations, returns, damaged goods or refund enquiries:

Email: info@flaxmakerswimx.shop