Returns & Refunds

Two ways to return an item

You can always use whichever is more favourable to you:

Conditions for an accepted return

For a return to be accepted, it must meet all the following conditions:

• Request made within 30 days of delivery (14 days for the legal withdrawal right)
• Compression wear, socks, gloves and supports: may have been worn, but must be clean and returned complete (both items of a pair, all accessories)
• Cooling lotion and relief gel: unopened, with the safety seal intact
• Your order number included in your request

How to make a return

The procedure is simple, in 4 steps:

1. Send an e-mail to flexmedy@gmail.com within 30 days of delivery, explaining the reason for your request.
2. Give your order number. For a defective or non-conforming product, attach 2 to 3 photos or a short video.
3. Our team replies quickly by e-mail with all the details to return the product.
4. Once the product has been received and checked, you receive an e-mail confirming the receipt and approval of your refund.

Cooling lotion and relief gel

For hygiene and health reasons, an opened or used lotion or gel cannot be returned, unless it is defective or not as described. This is a standard exception to the right of withdrawal for sealed products unsealed after delivery.

The 30-day money-back guarantee therefore applies to unopened lotion and gel only. If a topical product arrives damaged or leaking, send us a photo and we will replace or refund it.

E-books (digital products)

Our e-books are digital content delivered by download. When you buy one, you agree that the download starts immediately and you acknowledge that you therefore lose your right of withdrawal once the download has begun (EU rules on digital content).

If the file does not open or is corrupted, contact us: we will send you a working file or refund you.

Refund timing

We refund you within 14 days maximum after receiving and checking the returned product.

If your request is approved, you are automatically refunded to your original payment method (card, PayPal, Apple Pay, Google Pay or Shop Pay).

Return shipping costs

Paid by you if:

• The return is your choice (change of mind, wrong size chosen, etc.)
• You send an item back for a size exchange (the new size is then shipped to you free of charge)
• You use an express carrier of your choice

Paid by us if:

• You did not receive the product you ordered
• The goods arrived damaged or defective
• The mistake was made by FlexMedy

When a refund will not be accepted

Refunds will not be granted in the following situations:

• The parcel was not delivered because you gave a wrong or incomplete address
• The carrier did not leave a delivery notice and the parcel was returned to sender (please file a claim with your local postal service)
• The lotion or gel has been opened or used (unless defective)
• The e-book download has already started (unless the file is defective)
• The request is made more than 30 days after delivery
• Other exceptional circumstances not attributable to FlexMedy

Size exchanges

Size exchanges are allowed. If your compression wear, socks, gloves or support does not fit, you can exchange it for another size within 30 days of delivery. You do not need to return it for a refund and place a new order.

1. Contact us at flexmedy@gmail.com within 30 days of delivery with your order number and the size you want.
2. We reply by e-mail with the return address. Please wait for this e-mail before sending anything.
3. Send the item back unworn, clean and complete (both items of a pair, all accessories). Return shipping is paid by you; we recommend a tracked service.
4. As soon as we receive and check it, we ship the new size free of charge (shipping is free on all FlexMedy orders) and send you the new tracking number by e-mail.

• Exchange for a different size of the same product, subject to availability. If the size is out of stock, we refund you instead.
• Lotion, gel and e-books cannot be exchanged for a size; see the sections above.

Defective or wrong item

If you received a defective, damaged or wrong product, contact us at flexmedy@gmail.com within 30 days of delivery with photos or a short video. We replace it as quickly as possible, and in this case return shipping is paid by us.