Refund policy
Return & Refund Policy
1. General Return Conditions
We offer a voluntary 30-day return policy from the date of purchase for unused and unopened items.
Replacement parts are excluded from our voluntary return policy.
We recommend keeping the original packaging during this 30-day period.
If you would like to request a return or need further information about our return policy, please contact our customer service team before shipping the item back.
Your statutory right of withdrawal within the European Union remains unaffected by our voluntary 30-day return policy.
2. How to Request a Return and Prepare Your Return Shipment
Before returning an item, please contact our customer service team at:
Please register your return request before shipping the item.
Return Address:
FlexiHome Fit
Nordrhein-Westfalen
Fygen-Lützenkirchen-Str. 1
50735 Köln
Germany
Please send your return to the address listed above after registering your return with our customer service team.
Please include the following information in your return package:
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Your order number
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Your name and contact details
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The reason for the return
This information helps us identify and process your return quickly. However, providing these details is not a prerequisite for exercising your statutory right of withdrawal.
Packaging Requirements
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Whenever possible, use the original packaging for the item.
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Pack the item carefully and securely to prevent damage during transit.
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Include all parts and accessories belonging to the item that are intended to be returned.
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Make sure the package is securely sealed before shipping.
Please keep your shipping receipt and tracking number until your return has been fully processed.
Once we receive your return, we will inspect the item and inform you of the next steps regarding your refund.
3. Return and Packaging Requirements
For returns under our voluntary 30-day return policy, items must be unused, unopened and returned in their original packaging.
Please note that we do not provide replacement packaging.
All returned items will be inspected upon arrival at our warehouse.
If an item is damaged due to inadequate packaging or improper handling by the customer, the refund amount may be reduced accordingly. In cases of significant damage, a refund may be refused where permitted by law.
These conditions do not restrict your statutory right of withdrawal within the EU. Original packaging is not a mandatory requirement for exercising your statutory right of withdrawal.
4. Return Shipping Costs
When FlexiHome Fit Covers Return Shipping Costs
FlexiHome Fit will cover the return shipping costs if the return is due to an error on our part, including:
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The item arrived defective and cannot be repaired using replacement parts.
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The wrong item was shipped.
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The order was sent to an incorrect address despite the customer having provided the correct delivery address.
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A duplicate order was sent by mistake.
Important Notice:
If your order arrives damaged or defective, please contact our customer service team within 3 days of receiving it and provide photos or videos as evidence so that we can review the case promptly.
This timeframe does not limit your statutory warranty rights or your statutory right of withdrawal.
Once the returned item has been received and inspected, we will inform you about the next steps. Confirmed product defects will be handled in accordance with applicable statutory warranty rights.
If the issue can be resolved by sending replacement parts, we may offer free replacement parts and instructions for self-repair to avoid the inconvenience of returning bulky items whenever possible.
Please note that we do not offer on-site technical support or in-home repair services.
When the Customer Covers Return Shipping Costs
If the return is due to reasons attributable to the customer, the customer is responsible for the direct return shipping costs, provided this is permitted by law and the customer has been properly informed before purchase.
In these cases, we do not provide prepaid return labels.
For voluntary returns outside the statutory right of withdrawal, original shipping costs and other charges may only be deducted from the refund to the extent permitted by law.
Examples of customer-responsible returns include:
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Change of mind (e.g. "I am not satisfied", "The item does not fit" or "I would like something else").
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The item is no longer needed.
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The product description was misunderstood or not fully read before purchase.
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Cancelling an order after it has been shipped, even if the goods have not yet been delivered.
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Ordering the wrong item or quantity.
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Providing an incorrect shipping address.
After the 30-day return period has expired, defective items may still be assessed under statutory warranty rights or any applicable manufacturer's warranty. Please refer to our warranty policy for further information.
5. Statutory 14-Day Right of Withdrawal Within the European Union
If you are a consumer purchasing goods online or through distance selling within the European Union, you have the right to withdraw from the purchase contract within 14 days without giving any reason, unless a statutory exception applies.
The withdrawal period is 14 days from the day on which you, or a third party designated by you other than the carrier, receive the goods.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by means of a clear statement.
Please contact us at:
You may also use any other clear written statement to communicate your decision to withdraw.
You must send the goods back to us within 14 days of notifying us of your withdrawal. The deadline is met if you dispatch the goods before the 14-day period expires.
Under the statutory right of withdrawal, you may inspect the goods in the same way you would be permitted to do in a physical store. You may be held responsible, to the extent provided by law, for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Where possible, the original packaging should be used, but it is not a mandatory requirement for exercising your statutory right of withdrawal.
You are responsible for the direct return shipping costs, provided we properly informed you of this before purchase and no other agreement has been made.
This statutory right of withdrawal is independent of our voluntary 30-day return policy.
6. Refunds
This refund policy applies exclusively to orders placed directly through the official FlexiHome Fit website:
For purchases made through other retailers, the respective retailer's refund policy applies.
Refund Method
Refunds will generally be issued using the same payment method you used for your original purchase, for example:
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PayPal
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Credit card
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Debit card
Refunds through another payment method will only be made with your express agreement and provided that you do not incur any additional costs.
Processing Time and Refund Crediting
For voluntary returns outside the statutory right of withdrawal, refunds will be processed after the returned item has been received and inspected at our warehouse.
Please allow 5–10 business days after receipt of your return for inspection and refund processing.
Once the refund has been initiated, your bank or payment provider may require an additional 3–6 bu