Return & Refund Policy

Flex Designs

At Flex Designs, we take pride in producing high-quality posters and metal wall art. If something isn’t right, we’re here to help.

30-Day Return Policy

We accept returns within 30 days of delivery.

To be eligible for a return, your item must:

  • Be unused and in original condition
  • Be in its original packaging
  • Include proof of purchase (receipt or order confirmation)

How to Start a Return

Please contact us before sending anything back.

If your return is approved, we will provide:

  • A Return Authorisation (RA) Number
  • Instructions on where to send your return

Important:

  • Returns sent without prior approval and an RA Number will not be accepted.
  • Return shipping costs are the responsibility of the customer.
  • Buyers must arrange return shipping through their local postal service.
  • We strongly recommend using a tracked shipping service, as we are not responsible for returns lost in transit.

All returns must be sent to our returns address in Sydney, Australia.

Damaged Items

If your poster or metal print arrives damaged, please contact us as soon as possible and provide:

  • Clear photos of the damaged item
  • Clear photos of the outer packaging

Once reviewed, we will:

  • Escalate the issue with the courier where required
  • Offer a replacement or refund if transit damage is confirmed

Lost Packages

Our response depends on the shipping method selected at checkout.

Economy Shipping

  • Economy shipping does not include tracking or delivery guarantees.
  • If your parcel has not arrived, please contact us so we can review your case.
  • We can verify your shipping details and investigate where possible.
  • In certain circumstances, we may offer a replacement at our discretion.

Tracked Shipping (e.g. Australia Post or FedEx)

  • Includes tracking and delivery confirmation.
  • If the courier confirms the parcel is lost in transit, we will arrange a free replacement.
  • If you believe your package is lost, please contact us and we will assist with an investigation.

Incorrect Item Received

If you receive the wrong design or size, please contact us with:

  • Clear photos of the item received
  • Your order number

We will review your case to determine whether:

  • The incorrect item was ordered, or
  • An error occurred during dispatch

If the mistake was ours, we will arrange a replacement at no cost to you.

Address Errors

Customers are responsible for ensuring their shipping address is correct at checkout.

If you notice an error:

  • Contact us immediately
  • We will check whether your order has already been dispatched

Address changes depend on:

  • Dispatch status
  • Shipping method selected

Once an order has shipped, we cannot guarantee that address changes can be made.

Non-Returnable Items

The following items cannot be returned unless faulty or incorrect due to our error:

  • Custom-made or personalised prints
  • Sale items
  • Gift cards

If you are unsure about your item, please contact us before placing your order.

European Union – 14 Day Cooling-Off Period

If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, without providing a reason.

Items must:

  • Be unused
  • Be in original condition and packaging
  • Include proof of purchase

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved:

  • Refunds are issued to your original payment method
  • Please allow up to 10 business days for processing
  • Your bank or card provider may require additional time to finalise the transaction

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Cancellation requests are assessed based on production status:

  • If your order has not yet been produced, cancellation may be possible.
  • Once production has started or the item has shipped, cancellations cannot be guaranteed.

As many of our posters and metal prints are made to order, we recommend contacting us immediately if you need to request changes.

If you have any questions about this policy, please contact our support team — we’re happy to help.