Refund policy

Return & Refund Policy – Flip Gear

This Return & Refund Policy forms part of the Terms and Conditions of Flip Gear. By placing an order with Flip Gear, you enter into a contract with us subject to the terms and policies properly presented and incorporated into your purchase.

Nothing in this policy excludes or restricts statutory consumer rights that cannot lawfully be excluded.

1. Return Requests

Customers may request an eligible return within 7 days of confirmed delivery, subject to this policy and any rights available under applicable consumer law.

For discretionary returns, the item must:

  • Be unused, unworn, unwashed, and in its original condition
  • Include its original packaging, tags, accessories, and components
  • Show no signs of wear, alteration, misuse, washing, staining, damage, or tampering after delivery
  • Be accompanied by valid proof of purchase
  • Be submitted for return within the applicable return period

Customers must contact Flip Gear before sending a product back so that the correct return instructions can be provided.

Sending an item back without following the applicable return procedure does not automatically guarantee acceptance of a discretionary return.

2. Accepted Return Reasons

Subject to verification, returns may be accepted where:

  • The wrong product was delivered
  • The wrong size, colour, or variant was delivered due to a fulfilment error
  • The product arrived significantly damaged
  • The product is confirmed to be defective
  • The product is materially different from its description

Claims will be reviewed using the customer's evidence, order information, product listing, fulfilment information, and other relevant records.

3. Change-of-Mind & Discretionary Returns

Subject to any statutory cancellation or return rights that apply, Flip Gear is not required to provide additional discretionary returns or refunds merely because:

  • The customer changed their mind
  • The customer ordered an incorrect size, colour, or variant
  • The customer found a similar product cheaper elsewhere
  • The customer no longer wants or needs the product
  • The customer dislikes the packaging or courier used
  • The customer did not review the product description or sizing information before ordering

Where Flip Gear voluntarily approves a return outside a mandatory legal entitlement, additional return conditions contained in this policy may apply.

4. Product Images & Reasonable Variations

We make reasonable efforts to display our products accurately.

Minor differences may occur because of lighting, photography, device display settings, manufacturing batches, or production updates.

Reasonable non-material variations may include:

  • Slight colour differences
  • Minor stitching or finishing differences
  • Packaging variations
  • Minor measurement tolerances
  • Non-material manufacturing batch differences

A minor variation that does not materially change the product from its description does not by itself mean that the product is defective or misdescribed.

This provision does not apply where the product is materially different from what was advertised or otherwise fails to conform to applicable consumer law.

5. International Manufacturers & Fulfilment

Flip Gear works with manufacturers, suppliers, warehouses, fulfilment centres, and logistics providers located in different parts of the world.

Products may therefore be manufactured, stored, packaged, processed, fulfilled, or dispatched from countries including China or other international locations.

Tracking information, shipping labels, packaging, customs information, warehouse information, or courier updates may reference a third-party supplier, logistics provider, manufacturer, or international fulfilment location.

The fact that an order originates from China or another international location does not, by itself, establish that the product is counterfeit, defective, incorrectly supplied, or eligible for a refund.

Similarly, differences in external shipping packaging or courier branding do not by themselves establish a product defect.

This does not restrict a customer's rights where the actual product received is faulty, damaged, incorrect, unsafe, or materially different from its description.

6. Damaged, Defective, Incorrect or Misdescribed Items

If you believe you have received a damaged, defective, incorrect, or materially misdescribed product, please contact Flip Gear as soon as reasonably possible.

To investigate the claim, we may reasonably request:

  • Your order number
  • Clear photographs of the entire product
  • Close-up photographs showing the reported problem
  • Photographs of the shipping packaging and label
  • Photographs of product labels or identifying information
  • A description of the issue
  • Additional reasonable evidence relevant to the claim

Customers should retain the product and its packaging while a claim is being investigated.

Where the product is confirmed to be faulty, damaged, incorrect, or materially not as described, Flip Gear will provide the remedy required under applicable consumer law.

7. Refund Process

For discretionary returns, refunds are generally processed after:

  • The return has been authorised where required
  • The applicable product has been received
  • The product has been inspected
  • The applicable return requirements have been satisfied

Where Flip Gear provides a voluntary or goodwill resolution beyond what is legally required, the resolution may include:

  • Store credit
  • A replacement product
  • A partial refund
  • A discount or promotional credit
  • Another mutually agreed resolution

Where applicable consumer law requires a refund to the original payment method, Flip Gear will provide the legally required remedy and will not substitute store credit for that entitlement.

8. Condition of Returned Products

For discretionary returns requiring the product to remain unused, returned products must be in their original condition.

Products may be refused as discretionary returns if they show evidence of:

  • Wear or use
  • Washing
  • Stains
  • Odours
  • Damage caused after delivery
  • Alteration
  • Missing components
  • Deliberate tampering

Where applicable, Flip Gear may document the condition of returned products during inspection.

This section does not remove remedies that a customer is legally entitled to for faulty or non-conforming goods.

9. Return Shipping & Costs

For discretionary or change-of-mind returns where the customer is legally responsible for return postage, the customer must pay the applicable direct return shipping costs.

Where the return results from a verified error by Flip Gear or the product fails to conform to applicable consumer requirements, return costs will be handled as required by applicable law.

Customers should not independently return products to an address appearing on the original parcel.

The dispatch address, manufacturer address, or warehouse shown on a parcel may not be the designated returns facility.

Please contact Flip Gear Support for the applicable return instructions before returning an item.

10. Non-Refundable Charges

Where permitted by applicable law, the following may be non-refundable:

  • Premium or express shipping upgrades beyond any amount legally refundable
  • Return shipping costs for discretionary returns
  • Customs or import charges not collected by Flip Gear
  • Optional services already provided

Nothing in this section permits Flip Gear to withhold amounts that applicable consumer law requires us to refund.

11. Delivered, Refused & Unclaimed Orders

Customers are responsible for providing accurate delivery information and reasonably cooperating with the delivery process.

Orders may be returned to the sender because of:

  • An incorrect or incomplete address supplied by the customer
  • Failure to collect the parcel
  • Repeated unsuccessful delivery attempts
  • Refusal of delivery

Refusing delivery or intentionally failing to collect a shipment does not by itself constitute a properly submitted cancellation or return request.

Where additional costs arise because of circumstances attributable to the customer, reasonable reshipping or return costs may apply where permitted by law.

12. Refund & Return Abuse

Flip Gear monitors return and refund activity to protect customers and the business against fraudulent or abusive conduct.

We may investigate claims involving:

  • Altered or fabricated photographs
  • Products deliberately damaged after delivery
  • False non-delivery claims
  • Different products being returned
  • Repeated attempts to obtain duplicate compensation
  • Abuse of discounts, promotions, refunds, or store credit
  • Claims inconsistent with available tracking, order, or product evidence

Where we have reasonable evidence of fraud or abuse, Flip Gear may reject discretionary claims, restrict future purchases, cancel affected orders, or provide relevant evidence in response to a payment dispute.

Legitimate statutory consumer rights remain unaffected.

13. Chargebacks & Payment Disputes

If you believe there is a problem with your order, please contact Flip Gear Support so that we have an opportunity to investigate and resolve the matter.

Where a payment dispute or chargeback is initiated, Flip Gear may provide relevant evidence to the applicable bank, card issuer, payment processor, or dispute-resolution provider.

Such evidence may include:

  • Order confirmation
  • Payment records
  • Product listing information applicable when purchased
  • Shipping and tracking records
  • Delivery confirmation
  • Customer communications
  • Photographs and claim evidence
  • Refund or replacement records
  • The applicable policies and terms presented at the time of purchase

Nothing in this section prevents a customer from exercising a lawful right to dispute an unauthorised transaction or exercise statutory consumer rights.

14. Order Cancellations

Customers wishing to cancel an order should contact Flip Gear as soon as possible.

Where an order has already entered processing, fulfilment, or shipping, we may be unable to intercept or stop the shipment.

If the shipment cannot be stopped, the customer should follow the applicable cancellation or return procedure after delivery.

Any statutory cancellation rights remain unaffected.

15. Policy Acceptance

By placing an order with Flip Gear, you enter into a contract with Flip Gear subject to the terms and policies properly presented and incorporated into your purchase at the time the transaction is completed.

These may include our Terms of Service, Shipping Policy, Return & Refund Policy, Privacy Policy, and applicable promotional conditions.

No Flip Gear policy excludes or restricts statutory consumer rights that cannot lawfully be excluded.

16. Contact Flip Gear

All return, refund, damaged-item, incorrect-item, and order-related claims should be submitted to:

Email: brcomfy.corp@gmail.com
Instagram: @flip_gear

When contacting us, please include your order number and the email address associated with your purchase wherever possible.

Important Notice

Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace consumer rights or remedies that cannot lawfully be excluded under applicable law.