Returns, Exchanges and Refunds
At Flexkulture, we want you to be satisfied with every purchase. This policy explains when an item may be returned or exchanged, how to request a return, and how approved refunds are processed.
Return period
You may request a return or exchange within 14 days of receiving your order.
Eligibility
To qualify for a return or exchange, the item must be unused, unworn and in the same condition in which it was received. It must also be returned in its original packaging with all tags, accessories and accompanying items intact.
- Items showing signs of wear, dirt, damage, alteration or misuse are not eligible.
- Personalised or customised items are not eligible unless they are defective or supplied incorrectly.
- Proof of purchase, such as an order number or receipt, is required.
How to request a return or exchange
Email admin@flexkulture.co.ke or contact Flexkulture customer support through the Contact Us page. Include your order number, the item you wish to return, the reason for the request and clear photographs where the item is defective, damaged or incorrect.
Please wait for return instructions before sending or bringing back the item. Unauthorised returns may be delayed.
Return delivery costs
Customers are responsible for return delivery costs where the return is due to a change of mind, incorrect size selection or another reason not caused by Flexkulture.
Where Flexkulture supplied an incorrect, damaged or defective item, we will provide instructions for the return and cover reasonable return delivery costs agreed with our customer-support team.
We recommend using a trackable delivery service and keeping proof of dispatch until the return has been completed.
Defective, damaged or incorrect items
Please report a defective, damaged or incorrect item within 7 days of receiving it. After reviewing the issue, Flexkulture may offer a replacement, exchange, repair or refund as appropriate and subject to applicable consumer rights.
Exchanges
Exchanges are subject to stock availability. Where the requested size, colour or replacement item is unavailable, you may choose another available item or request an eligible refund.
Refund process
Once a returned item is received, it will be inspected. We will notify you whether the refund has been approved or declined.
Approved refunds are processed to the original payment method within 5–7 business days. The time taken for the funds to appear may also depend on your bank or payment provider.
Original delivery charges are generally non-refundable unless the return resulted from an incorrect, defective or damaged item supplied by Flexkulture.
Sale items
Sale items may be returned only where they meet the eligibility conditions in this policy. Any restriction stated clearly on the product page or at the time of purchase will apply, subject to your rights under Kenyan consumer law.
Contact us
For help with a return, exchange or refund, email admin@flexkulture.co.ke or use the Contact Us page.