Thank you for choosing Flexi Labels as your trusted supplier for self-adhesive labels. This policy is designed to provide clarity and ensure a positive shopping experience for you. Please read this policy carefully to understand the terms and conditions for refunds, returns, and exchanges prior to placing an order with us.
Process for return, refund or exchange
We of course want you to be completely satisfied with your purchase. Should you have any concerns upon receiving your labels you need to submit any complaints or queries in writing to info@flexilabels.co.uk. A member of our customer support team will handle your request following the Return, Refund or Exchange procedures as outlined below.
Timeframe to report an issue
Upon receiving your delivery, you must inspect all of your items immediately. If your items are damaged, faulty, do not meet your expectations or you have ordered incorrectly, you should notify us in writing within 14 calendar days of delivery to discuss your options.
If you are raising a request after 14 calendar days, we will only be able to offer an exchange on faulty items, within 6 months of the delivery date. We will not be able to accept a return or offer a refund if this timeframe is exceeded.
How to report an issue
If there is anything about your item that you have a query about it is always best to check. You may be able to get some troubleshooting advice by visiting our online help centre portal or the issue may require further investigation by our team. Your complaint or query must be reported to us in writing within 14 calendar days of delivery.
Should you think you have an issue, contact us immediately via email at info@flexilabels.co.uk to formally request assistance.
Your email must include:
- The order number and product reference of the item in question.
- The reason for Return, Refund or Exchange request (see below for more information).
- Photographic evidence (if applicable) of the issue for clarity.
- A contact name and number should we need to offer additional support.
Reasons for Return, Refund or Exchange
Please ensure that you specify one of the reasons below within your request to start this process.
- Damaged Items: Upon delivery, if you notice significant damage to the outer packaging, please inspect your items immediately. If your items are damaged too, please email us photos of damaged items, packaging and a clear photo of the label on the parcel, along with your order number, to info@flexilabels.co.uk. Your complaint must be submitted to us within 14 days of receiving your delivery so we can raise a complaint with our couriers. Your request will be handled via email to seek a resolution.
- Ordered incorrectly: Upon receiving your delivery you realise the product is incorrect. Firstly, please login to your account to verify the product you have received against the specifications set out on your order detail page. You can also check your order confirmation sent to you by email. We manufacture all products to the bespoke selections made during the purchasing process. If the item has been ordered incorrectly, and you are unable to use this product, please contact us within the 14 day timeframe to discuss your options with a member of the customer service team.
- Faulty Items: If you received an item which does not match the order you had placed (i.e. an incorrect shape, size, format, core, quantity, or printing error), or you find the product to be inconsistent or incompatible having tested a free sample prior to ordering, please email us within 14 days of receiving your delivery. The email should include your order number along with a description of your issue, and a few photos (if applicable). Any errors which are found to be a result of a manufacturing fault will be rectified immediately. Please be aware, a refund may not be granted on a faulty product, even within 6 months, if product has been stored incorrectly, against what Flexi Labels have advised.
- Consequential Damages: In the unlikely case that damage is caused to your printing equipment, Flexi Labels will not be liable. This usually happens when incorrect printer settings are used, or incompatible product is put through the printer, which could potentially cause un-necessary paper jams, affecting the transmission rollers or damage to the printing mechanism. To avoid such situations, we offer label material samples to check the compatibility before placing a larger order. These samples are sent out on generic label sizes. If you wish to test the exact label size, you may place a minimum order quantity to test both material compatibility and label size.
- No longer required: If you no longer require your items on delivery, please get in touch within the 14 day timeframe to discuss your options. Please note, printed items are considered personalised, and we will be unable to refund, return, or exchange if there is not a genuine fault with the item. Upon return of an unwanted order, a member of the team will be in touch to discuss the next steps. If you would like to order a different product specification in place of this order, please read our specific exchange procedure below.
- Expectations: If you receive an item which appears to be in a different shade of colour, thickness of material or performing differently when compared to a previous batch bought from us, please notify us via email with photographic evidence (if applicable) of the difference and order number within the 14 day timeframe. We will endeavour to investigate and handle your request via email.
- Cancellation: After you make your order, if you have decided you no longer require these labels, orders can be cancelled and refunded as long as they have not been sent to production yet. If your order has been produced and/or dispatched before you raise a request for cancellation, a 25% re-stocking fee will be applied to the product and you will need to arrange a return on your expense.
Returning an item
There are several reasons why you may choose to return an item.
- We manufacture all products bespoke to order as stated in our terms & conditions and during checkout process. If you are returning items because you have ordered incorrectly, please read our exchange policy below. If you no longer require your product, we will offer you 75% refund on the price of returned products, by deducting 25% in line with the terms and conditions as a restocking and handling fee. It will be your responsibility to pack these items securely and return to us using a reputable courier company within 7 calendar days.
- If your item is deemed faulty due to a manufacturing error, a member of the customer service team will guide you on the next steps in arranging the collection of your item on our expense (see Collection of your item section).
Unless otherwise agreed with a Customer Service Advisor in writing, to be eligible for a return, the item must be unused and in the same condition that the customer received it. The products must also be in the original packaging.
Collecting your items
We will only arrange collection for items which are either deemed faulty by our Customer Service team after investigation or in the unlikely event are damaged by our courier service.
A member of the customer service team will be in touch to arrange the collection and will offer advice on how to prepare the items.
Refund Requests
Refunds will only be processed once a resolution has been met with the Customer Service Advisor handling your case. This will be agreed upon in writing.
Refunds will be processed only when the goods have been returned to Flexi Labels unless otherwise stated in writing with the Customer Service Advisor on your case.
All refunds may take up to 5 working days to be processed. If you have paid for your order using BACS, we will require a copy of your bank details before processing the agreed refund.
In the unlikely case you have not received your refund, please get in touch with us over email to info@flexilabels.co.uk
Exchange
If you have ordered an incorrect item from us, and cannot use the item you have received, we can offer a 100% refund on the product, should a new order of equal or greater value, be placed. A member of the Customer Service team can assist you with this process.
- This will be your responsibility to pack the unwanted items securely and return these to us using a reputable courier company.
- The 100% refund of the returned order will be processed upon receiving the goods back in an unused and undamaged condition.
- This exchange applies to plain orders only, printed orders are not eligible for an exchange.
- All above actions must be completed within 14 days after delivery.
Please get in touch for any further information:
t. +44(0)1733 646 290
e. info@flexilabels.co.uk
