Refund policy

Return policy

 

Right of withdrawal for customers in the EU

If you live in the European Union, you can cancel your order within 14 days of receiving it, without giving a reason. Just let us know via our withdrawal form or at contact@flexiness.shop.

To be eligible for a return, the product must be unused and in its original packaging. Please send it back within 14 days of notifying us. Return shipping costs, including any customs duties or import taxes charged when the parcel is returned to Switzerland, are paid by you. Customs charges are deducted from your refund.

For hygiene reasons, products that have been used by a dog cannot be resold. If a product shows signs of use, we deduct the resulting loss in value from your refund, up to the full purchase price.

Once we receive the product, we’ll manage the refund within 14 days, using the original payment method.

The right of withdrawal applies to private customers only. Orders placed through a professional or reseller account are not eligible.

 

Customers in Switzerland and outside the EU

Under Swiss law, there is generally no statutory right of withdrawal or return for online purchases.

Returns or exchanges are only possible by prior agreement and are handled on a case-by-case basis. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Proof of purchase is required.

To request a return, please contact us at contact@flexiness.shop.

Please note that returns must not be sent without prior approval. Any unsolicited returns will not be accepted. If your return is accepted, we will provide you with instructions on how and where to send your package. Return shipping costs, as well as any customs duties or import fees, are the responsibility of the customer and are non-refundable.

 

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong product, so that we can evaluate the issue and find a solution.

 

Exceptions / non-returnable items

We cannot accept returns of damaged or incomplete items, or of personalised or custom-made products. For used items, see the loss-in-value rule above.

 

Exchanges

The fastest way to get the product you want is to return the item (where possible) and place a new order separately.

Refunds

Approved refunds are made to the original payment method. Processing times may vary depending on your payment provider or bank.

 

Special provisions for gift cards

For customers in the EU, the statutory right of withdrawal applies to the purchase of gift cards as long as the gift card has not been redeemed.

If the gift card is redeemed in full or in part within the withdrawal period, the right of withdrawal expires to the extent that the gift card has already been used.

If the withdrawal from an unredeemed gift card is valid, the refund will be made using the same payment method used for the purchase.

If a gift card was used to pay for an order and that order is withdrawn from or returned, the amount paid by gift card will be refunded as a gift card. Any remaining amount will be refunded via the original payment method.

If you have any questions regarding returns, you can always contact us at contact@flexiness.shop.