Returns and Refunds — Item Doesn’t Fit
If your item doesn’t fit, you may request a return within 14 days of receiving it. This is a policy we offer at our discretion, in addition to — and separate from — your rights under the Consumer Guarantees Act 1993.
You can notify us of your return request at any time within 14 days of receiving the item. You may open the packaging and inspect the item — just as you would in a regular store before making a purchase, for example, to check the fit. Please handle the item with care.
If the item is returned in a condition that goes beyond reasonable inspection — for example, with signs of use, missing parts, or damaged packaging — we may deduct an amount from your refund that reflects the item’s diminished value. In cases of significant use or damage, we reserve the right to refuse a refund for that item.
If possible, please return the item in its original packaging — this will speed up the return process.
To request a return, send an email to info@flexorex.nz with your order number and the products you wish to return.
DO NOT send your purchase back to the manufacturer.
Return parcels must be sent to the following address:
John Kennedy, 8,
IRIS HOUSE, Floor 7, Flat/Office 740C,
3106 Limassol, Cyprus
The returned product must include a sheet with the information we will send you separately via email (you may print it or write it by hand):
Company name: SELLARO LIMITED
Order number
Product name
Please note that return shipping costs for fit-related returns are to be paid by the customer.
Once the merchandise has been received and inspected, the full amount for the returned items will be refunded to your original payment method within 14 calendar days of our receipt of the merchandise (or upon your provision of proof of shipment, whichever comes first).
If we find that the product has not been returned in its fully original condition, we reserve the right to refuse a refund for that item or deduct the cost of any damage from the refund amount.
Claims for missing items
Please note that missing parcel requests are only valid within 30 days after the confirmed delivery (provided that the tracking number on the carrier’s website states the package has been delivered).
If your order has not arrived within the stated delivery timeframe, you can contact us and we will check the status of your shipment. If the delay significantly exceeds the expected timeframe, we will review your request for a refund on a case-by-case basis. Any order not received within 60 days of placement is considered lost, and we will issue a full refund upon your request.
Damaged/Defective items
Upon receiving your order, please check all items to ensure they are in good condition. If an item you receive is damaged or defective, please contact us within 5 days of delivery, where possible, as this will help us review and process your case more quickly. Briefly describe the damage and send the description together with photo(s) or a video and your order number to info@flexorex.nz.
Your statutory rights as a New Zealand consumer under the Consumer Guarantees Act 1993 (CGA) are not affected by this policy. Once we receive your claim, we will review the evidence provided and arrange a repair, replacement, or refund as appropriate. If, based on the information provided, the item is confirmed to be defective, damaged, or faulty, you will not need to return it to us.
A claim will not be accepted if we do not identify a defect in the item, or if the damage was caused by the customer, for example, through normal wear and tear, improper use, or failure to follow the product’s instructions. If a claim submitted under this section is found not to relate to an actual defect, it will be handled in accordance with our “Item Doesn’t Fit” returns policy above, where applicable, and the standard return conditions will apply, including the customer being responsible for return shipping costs.
Your Consumer Guarantees Act Rights
Under the Consumer Guarantees Act 1993 (CGA), if a product you purchase from us is faulty, not of acceptable quality, not fit for purpose, or does not match its description, you are entitled to a remedy. Depending on whether the failure is minor or of a “substantial character,” this may include a repair, replacement, or refund, at either our choice or yours, as set out in the CGA. These rights exist regardless of the 14-day fit-based return above and cannot be excluded or limited by this policy. Nothing in this policy is intended to override or restrict your rights under the CGA or the Fair Trading Act 1986.
The CGA does not apply if you are acquiring goods for the purposes of a business (as defined in the Act).
Warranty
We guarantee that all of our products are of acceptable quality, as required under the Consumer Guarantees Act 1993. This warranty covers manufacturing defects present at the time of delivery. It does not cover general wear and tear, or damage caused by accident, misuse, or neglect.
Exchanges
Unfortunately, we do not offer the option to exchange products at the moment. We only replace item(s) if they are defective or damaged. If an item doesn’t fit, please email info@flexorex.nz to arrange a return under the policy above.
