Refund policy

Returns form / Returns label / Exchange label:

We are trying to reduce our paper use, so we no longer send out returns forms with every order. To download the returns and exchange form, please click here.

It’s super simple to return with our 30-day returns policy. We hope you will be delighted with your purchase, however, should you wish to return any item to us, a full refund for the products (minus postage) will be issued.  Flexars must be unworn, and in a fully saleable condition (no smoke or pet hair) to be eligible for a refund (unless faulty).

How to get a refund:

  1. Print the returns form.
  2. Include the returns form (with all of the information filled in) and the Flexars within the reusable packaging your order was delivered in.
  3. Post the Flexars back to us.
  4. Once we receive the Flexars back in the office, we will process the refund within 2 working days.

We will not pay for return shipping unless the Flexars are deemed faulty (prior agreement is required). 

How to exchange:

  1. Print the returns form.
  2. Include the returns form (with all of the information filled in) and the Flexars within the reusable packaging your order was delivered in.
  3. Post the Flexars back to us.
  4. Once we receive the Flexars back in the office, we will process the exchange within 2 working days.

Any exchanges will be processed within 2 working days of receipt of the item. Shipping for a first exchange is free of charge, any subsequent exchanges will be charged the standard shipping fee (£5.95). This applies to UK orders only.

Please make sure to fill out the returns form fully. Without all the information required on the return form, your refund or exchange may take longer to process.

If we do not have the size, colour or length requested we will offer a suitable alternative.

Packing your Flexars:

Please ensure you have adequately packaged your return. Ideally, this should be in the packaging your Flexars were sent out in. We will not be held liable for damage to the Flexars without suitable packaging. Please do not use staples to seal packages as we cannot be held responsible for damage caused by the customer. 

Please use either recorded or registered post for all returns (with the post office this cost is around £3). 
If you return a pair of Flexars and they go missing, it is the responsibility of the company who sent them back and not Laflex Equestrian Int'l Ltd.

Adult Flexars must be returned in the cotton canvas bag that they are delivered in. If this is not returned, £1 will be deducted from your refund to cover the cost.

Repair Service:

We are happy to offer a repair service if your Flexars are found to be faulty after the end of the 30 days and within 6 months after purchasing, if worn and you have a receipt. Please send us an email to state what is wrong first and we will be happy to do our best to solve the problem.
Please be aware that due to the softness of the material, Flexars can bobble slightly if rubbed against other coarse materials. The bobbling does not diminish the integrity of the material, therefore we will not refund or exchange bobbled Flexars.

We will not refund Competition Flexars for showing marks, i.e. from a recently polished saddle, that can’t be removed. 

If you utilise our free postage over £100 deal, and then return items to make your total order less than £100, we will deduct £5.95 from your total refund to cover the postage costs.

 

Returns Address:

Flexars

8 Pembroke Mews
Sunninghill
Ascot
Berkshire
SL5 0DF

Don’t forget to get proof of postage.

If you need to discuss anything regarding your order or return, please call 01344 950592 or email hello@flexars.com. Lines are open Monday to Friday 8.30am to 5:30pm, please leave a message if calls are unanswered.

Christmas 2022 Sale

Items bought from 15 November 2022 to the 25th of December will adhere to our standard refund policy, but are able to be exchanged up until the 15th of January 2023. For all holiday order exchanges, if we do not have the colour requested, an alternative colour will have to be chosen.