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Return, Exchange and Refund Policy

 

Return and Exchange Validity Period
You have the right to request a return or exchange within 30 days after you have received and signed for the product. If 30 days have passed since the receipt of your order, we unfortunately cannot offer you a refund or exchange.

Return and Exchange Conditions
We accept returns and exchanges under the following circumstances:

  • Appearance Issues: The product has visible scratches, dents, or damage upon arrival.

  • Quality Issues: The product is defective, malfunctions, or breaks during normal use within the validity period.

  • Sensory Issues: The product has a strong chemical odor or severe color difference compared to the website description.

  • Wrong Item Sent: The product received does not match the model, size, or description of the item ordered (Goods not as described).

  • No Reason Return: You simply changed your mind or no longer want the item (subject to item condition requirements).

Return Process

  • Application: Please contact us via email at customer@flaxviewsy.com or call +1 (516) 398-3060 to request a return. You must provide your order number, payment proof, reason for the return, and relevant videos or photos showing the issue.

  • Approval: Our customer service team will process your application immediately. If approved, we will notify you via your contact method and provide the specific return address.

  • Shipping: You need to mail the product back to the return address we specified and wait for us to receive the package.

  • Inspection & Refund: Upon receipt, we will immediately inspect the product to verify if it matches the reported situation. If the inspection is passed, we will arrange a refund immediately. For more detailed information, please refer to the "Refund Process" policy.

Exchange Process

  • Application: Please contact us via email at customer@flaxviewsy.com or call +1 (516) 398-3060 to request an exchange. Provide your order number, payment proof, reason for exchange, and relevant videos or photos.

  • Approval: Our customer service team will process your application immediately. If approved, we will notify you and provide the return address.

  • Shipping: You need to mail the product back to the specified return address.

  • Re-shipment: Upon receipt, we will immediately inspect the product. If the inspection is passed, we will arrange the shipment of the new product within 1-3 business days. The estimated delivery time for the new product is 7-10 business days. For more details on shipping, please refer to our Shipping Policy.

Refund Process

  • Method: Refunds will be returned to the original bank card (Visa, MasterCard) account used for payment.

  • Timing: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive in your account within 1-5 business days. If you have not received it after this period, please contact us.

Fee Rules

  • Our Responsibility: For returns caused by appearance issues, quality issues, odors/severe color differences, or wrong items sent, the shipping costs will be borne by us.

  • Your Responsibility: For "No Reason" returns (change of mind), the return shipping costs shall be borne by you.

Return Label
To make the process easier for you, a return label is included inside every package. You can use this label to return the items. Please note that the responsibility for the shipping cost depends on the Fee Rules mentioned in Section 6.

Responsibility Disclaimer
We are not responsible for any damage to the product caused by improper assembly, misuse, modification, or failure to follow the user manual instructions. We reserve the right to deny a return if the product returned does not match the condition reported in the application or if parts are missing due to customer negligence.

Additional Return Requirements
For "No Reason" returns or exchanges, the item must be unused, in the same condition that you received it, and in the original packaging. If the item is returned damaged or missing parts not due to our error, only a partial refund may be granted.

Order Cancellation
If you wish to cancel an order, please contact us as soon as possible. If the order has not yet been shipped, we will cancel it and issue a full refund. If the order has already been shipped, you will need to follow the Return Process after receiving the goods.

Contact Us
If you have any questions or need assistance, please contact us:

Address: 110 SUMMERWOOD DR, FAIRBURN, GA 30213-1463, US
Phone: +1 (516) 398-3060
Email: customer@flaxviewsy.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)