Refund Policy
Refund Policy
At Flexivona, we want every product to make traveling, walking, and everyday life with your pet feel easier and more enjoyable. We understand that choosing pet travel accessories online can involve questions about size, fit, function, and personal preference. If your order does not fully meet your expectations, we are committed to making the return process as clear and straightforward as possible.
1. Our 30-Day Return Period
From the date you receive your order, you have 30 days to request a return for an eligible Flexivona product.
Return Conditions: Returned items must be in brand-new, unused condition, with the original packaging, tags, accessories, instructions, components, and any other materials included with the product.
Complete Product Requirement: Products must be returned with all original parts and components. Items with missing accessories, missing hardware, damaged packaging, or incomplete contents may not qualify for a full refund.
Product Condition Notice: Products that show signs of use, wear, pet hair, stains, odors, chewing, scratching, washing, modification, damage, or alteration may not be accepted for return.
2. Damaged, Defective, Missing or Incorrect Items
While we carefully prepare and package every Flexivona order, unexpected issues may occasionally occur during shipping or fulfillment.
Immediate Inspection: Please inspect your order as soon as it arrives.
Rapid Resolution: If your product arrives damaged or defective, contains missing parts, or you receive an incorrect item, please contact us at service@flexivona.com within 48 hours of delivery where reasonably possible.
Please include:
Order Number · Description of the Issue · Clear Photos or Video Where Applicable
Once our team reviews the information provided, we will work with you to arrange an appropriate replacement, refund, or other suitable solution.
3. How to Initiate a Return
1. Contact Us: Email service@flexivona.com with your order number, the product you wish to return, and the reason for the return.
2. Get Authorization: Our customer care team will review your request and provide return instructions if your return is eligible.
3. Prepare the Product: Place the item securely in suitable packaging with all original accessories, components, instructions, and included materials.
4. Ship the Item: Send the return according to the instructions provided by our customer care team.
For non-quality-related or change-of-mind returns, return shipping costs may be the responsibility of the customer unless otherwise required by applicable law.
Please do not send a return before receiving instructions from our support team.
4. Processing Your Refund
Once your returned product has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds are generally processed within 3–5 business days after inspection.
Refunds will normally be issued to the original payment method used for the purchase.
Please note that your bank, card issuer, or payment provider may require an additional 5–10 business days to process the transaction and display the refund on your account.
Flexivona does not control the processing times of banks or third-party payment providers.
5. Exchanges
If you need a different eligible Flexivona product, size, or suitable alternative, please contact us at service@flexivona.com.
Depending on availability and the circumstances of your request, our team will provide instructions regarding the available exchange options.
For the fastest resolution, we may recommend returning the original eligible item and placing a new order after your return has been approved.
6. Non-Returnable Items
Certain products may not qualify for return, including:
Gift Cards: Gift cards are non-refundable except where otherwise required by applicable law.
Customized or Personalized Products: Personalized, customized, or made-to-order items cannot normally be returned unless they arrive damaged, defective, or incorrect.
Used Pet Products: Products that have been used by a pet or show visible signs of pet use, including pet hair, stains, odors, scratches, chewing, or other wear, may not be eligible for return.
Incomplete Products: Items returned without required components, accessories, hardware, packaging, or included materials may not qualify for a refund.
7. Return Condition for Different Flexivona Products
Because Flexivona offers different types of pet travel products, return condition requirements may vary slightly by product.
For example:
Pet Car Seats & Backseat Hammocks: Must be unused, clean, and free from pet hair, stains, odors, or damage.
Travel Carriers & Bags: Must retain their original structure, straps, inserts, accessories, and packaging.
Travel Bowls & Water Bottles: Must be unused and returned in clean, resalable condition.
Travel Ramps & Tethers: Must not show signs of outdoor use, installation wear, scratches, damage, or modification.
Blankets, Care Kits & Walking Accessories: Must be unused, unwashed, and complete with all originally included components.
8. Order Cancellations
If you need to cancel or modify an order, please contact us as soon as possible at service@flexivona.com.
We will make reasonable efforts to assist before the order enters processing or shipping.
Once an order has been processed or dispatched, cancellation may no longer be possible, and you may need to follow the standard return procedure after delivery.
9. Consumer Rights
Nothing in this Refund Policy is intended to limit any mandatory consumer rights available to you under applicable law.
Where local consumer protection laws provide rights that cannot legally be excluded or restricted, those rights will continue to apply.
Have a Question?
Our goal is to make your Flexivona shopping experience smooth and dependable from the moment you place your order to every journey that follows.
If you have any questions regarding returns, exchanges, damaged products, or refunds, please contact us:
Email: service@flexivona.com
Flexivona — Standing behind our products, valuing every journey together.