Return and exchange policy

I. Return Policy

1.Return period:

· Free returns within 7 days of delivery, no questions asked. (Excludes mattresses, clearance items, and custom products.)

· We believe your order should be perfect, so we offer a 30-day return policy for all orders. If you feel the product is not quite right, we are here to help. You can request a return within 30 days of delivery.

2.Return conditions:

· Returned items must be in their original packaging, in brand new condition, undamaged, and stain-free.

· If the item does not have its original packaging, we will accept the return, but an additional repackaging fee will apply.

· Certain returned products should be in "like-new" condition. We reserve the right to refuse a return if the product does not meet this condition.

3.Return fees:

· Free returns within 7 days of delivery.

· If you decide to return an item within 30 days, we will charge a return shipping fee of 10% of the product price, up to a maximum of HK$1200. If there is no original packaging, the fee will be 20% of the payment amount.

· For returns requiring special pick-up service, additional fees may apply. Please consult info@flexcomforts.com.

4.How to request a return:

·  Please send an email to our customer service email at info@flexcomforts.com with your order number, reason for return, and product photos. If the item has any damage or quality issues, please provide detailed photographic explanations.

5.Refund process:

·    Once the returned item is received and inspected by us, we will process the refund to your original payment method within 3-5 business days. The refund will be net of any applicable return fees.

II.Exchange Policy

1.Exchange conditions:

·  If the item you received has a manufacturing defect or was damaged during transit, you can request an exchange.

·  Exchange requests must be submitted within 30 days of receiving the item.

·  Exchanged items must be in their original packaging, in brand new condition, undamaged, and stain-free.

· If the item does not have its original packaging, we will accept the exchange, but an additional repackaging fee will apply.

2.Exchange fees:

·  If the item has a manufacturing defect or shipping damage, we will cover all exchange costs, including shipping fees. However, if there is no original packaging, additional fees may apply.

 · You may exchange any product within 30 days of delivery, with the first exchange being completely free of charge for shipping. If you choose to exchange again (i.e., more than once), you will be responsible for subsequent round-trip shipping fees.

· Our team will coordinate a date and time with you to deliver the new product and pick up the exchanged product simultaneously. If the new product is less expensive than the product you are exchanging, we will refund the difference to your original payment method. If the new product is more expensive, we will charge you the difference when arranging the exchange.

· If you are located outside our standard service area, free exchange service will not apply, but please contact us and we will be happy to provide a shipping estimate.

Flexcomforts mattresses are third-party products. Please refer to the relevant section for applicable exchange policies.

3.How to request an exchange:

·   Please contact our customer service team via email at info@flexcomforts.com, providing your order number, reason for exchange, and product photos. For defective or damaged items, please provide detailed photographic explanations.

4.Exchange processing:

·   Upon receiving your exchange request and relevant information, we will process your exchange request within 7 business days and provide new order tracking information.

III. Special Instructions

1.Shipping damage:

·   If you find damaged packaging or goods upon delivery, please refuse the delivery and contact us immediately at info@flexcomforts.com. If you discover damage after delivery, please take photos and send them to our email within 24 hours.

2. Mattresses:

·   Our Flexcomforts mattresses are not eligible for return after use, unless there are obvious manufacturing defects in the mattress.

3.Custom products:

·   Custom products are not eligible for return or exchange unless there are obvious manufacturing defects or shipping damage.

4.Promotional items:

·  Promotional items are not eligible for return unless there are obvious manufacturing defects or shipping damage.

5.After-sales service:

·   If you have any questions or need assistance with your purchased item, please feel free to contact our customer service team via email at info@flexcomforts.com. We will do our best to provide you with a satisfactory solution.

IV. Right of Final Interpretation

The company reserves the right of final interpretation of this return and exchange policy. Any disputes will be resolved in accordance with the terms and conditions of this policy.