Refund policy

Effective Date: May 30, 2025

1. Overview

At FlexiFriends3D, many of our products are made to order, custom, or produced in limited quantities. Because of this, all sales are final unless a return, replacement, or refund is expressly authorized under this policy.

By placing an order, you agree to this Refund Policy.

Because FlexiFriends3D ships on a twice-weekly shipping schedule, customers are responsible for reviewing order details, including shipping address information, before the applicable shipping cutoff. Once an order has been prepared for shipment or transferred to the carrier, it may no longer be eligible for cancellation, address correction, or other changes.

Nothing in this policy limits any non-waivable rights you may have under applicable law.

2. Non-Returnable / Non-Refundable Items

The following items are not eligible for return, refund, or exchange, except where required by law:

custom colors
custom 3D prints
personalized items
clearance items
final sale items
gift cards
downloadable or digital products
items damaged by misuse, abuse, improper handling, improper assembly, modification, or normal wear and tear

3. Change of Mind / Buyer’s Remorse

We do not accept returns for:

change of mind
accidental orders
preference changes
ordering the wrong item
ordering the wrong color, size, or style
finding the item elsewhere
no longer wanting the item after shipment

Because we ship on a scheduled Wednesday / Saturday fulfillment cycle, requests to cancel or modify an order after it is placed may not be possible, especially once the order is in processing, packed, labeled, or transferred to the carrier.

Any exception is made solely at the discretion of FlexiFriends3D and does not create a continuing obligation to accept similar returns in the future.

4. Incorrect, Incomplete, Refused, or Undeliverable Addresses

If an order is returned to us because the customer provided an incorrect, incomplete, invalid, or undeliverable address, or because the package was refused or left unclaimed, the order is treated as a non-defective return.

Customers are responsible for confirming any requested address corrections before the applicable shipping cutoff under our Shipping Policy. We cannot guarantee address changes after an order has entered processing or been transferred to the carrier.

In such cases, the customer may choose one of the following:

Option A – Reshipment
We may reship the order after:

the customer provides a valid and complete corrected address, and
the customer pays the full cost of the new shipping charge.

Option B – Refund (less restocking fee)
We may issue a refund of the product purchase price only, less a 10% restocking fee.

The following are not refundable:

original shipping charges
return-to-sender charges
carrier fees
package intercept fees
payment processing fees, if non-refundable to us
taxes to the extent already remitted and not recoverable, subject to applicable law

If the returned item is received in damaged, used, altered, incomplete, or unsellable condition, we may further reduce or deny any refund to the extent permitted by law.

If the package is abandoned, destroyed, or disposed of by the carrier before it is returned to us, no refund or replacement is owed unless required by law.

5. Shipping Damage / Carrier Issues

If your package is lost, stolen, or damaged in transit after it has been accepted by the carrier, you must file any claim directly with the shipping carrier.

FlexiFriends3D is not responsible for in-transit carrier loss, theft, delay, or damage once the shipment has been accepted by the carrier, except as otherwise required by law.

At our sole discretion, we may choose to assist with documentation or offer a replacement, partial refund, or other accommodation, but we are not obligated to do so.

6. Defective Items / Wrong Item Sent

If you receive:

an item with a manufacturing defect, or
the wrong item due to our error,

please contact us within 14 calendar days of confirmed delivery at support@flexifriends3d.com.

Your request must include:

your order number
a brief description of the issue
clear photos showing the item and the issue

We may require the item to be returned to us for inspection before approving any remedy. Unless prohibited by law, the customer is responsible for return shipping to us for inspection.

If we determine that the item is defective due to our materials or workmanship, or that we shipped the wrong item, we may choose, at our sole discretion, one of the following remedies:

repair
replacement
store credit
refund of the product purchase price

If a refund is issued for a confirmed defect or our shipping error, we may also refund the original shipping charge if required by law or if we choose to do so.

No restocking fee applies to approved returns based on a confirmed manufacturing defect or a wrong item sent by us.

7. How to Request a Return or Claim

To request a return, replacement, or claim, email support@flexifriends3d.com with:

your order number
your full name
a brief description of the issue
photos, if applicable

We aim to respond within 5 business days.

If we approve a return, you must send the item back:

within 7 calendar days of approval, and
in the condition specified in our return instructions

We recommend using trackable shipping. We are not responsible for return packages lost in transit back to us.

Unauthorized returns, refused shipments, or returns sent without approval may be refused or may receive no refund.

8. Condition of Returned Items

To qualify for any approved non-defective refund, returned items must be received in substantially the same condition in which they were sent, including all original parts, accessories, and packaging when applicable.

We may inspect all returned items and may reduce or deny any refund if the returned item shows signs of:

use
damage
tampering
missing parts
modification
unsanitary condition
inability to resell

9. Chargebacks and Payment Disputes

Before opening a chargeback or payment dispute, you agree to contact us first at support@flexifriends3d.com and give us a reasonable opportunity to resolve the issue.

If a chargeback or payment dispute is filed for an order that is later determined to be valid, delivered, or otherwise not eligible for refund under this policy, we reserve the right to contest the dispute and provide supporting records to the payment processor, bank, or platform.

10. Limitation of Liability

To the maximum extent permitted by law:

FlexiFriends3D is not liable for indirect, incidental, consequential, special, or punitive damages arising from or related to any order, shipment, delay, return, or product use.
Our total liability for any claim related to a product will not exceed the amount actually paid by the customer for the specific product giving rise to the claim.

Nothing in this policy excludes liability that cannot be excluded under applicable law.

11. Right to Refuse Service

FlexiFriends3D reserves the right to refuse service, refuse or cancel orders, limit quantities, restrict access to services, or decline to do business with any person or entity, at any time and for any lawful reason permitted under applicable United States law. This includes, without limitation, suspected fraud, abuse, harassment, policy violations, misuse of services, payment disputes, inaccurate account or shipping information, resale activity, or other conduct that we determine may expose FlexiFriends3D to risk, liability, or loss. Any exercise of this right will be subject to applicable law and any non-waivable consumer protections.

12. Governing Law & Disputes

This Refund Policy and any dispute related to purchases from FlexiFriends3D are governed by the laws of the State of Utah, without regard to conflict-of-law principles.

Before filing a lawsuit, the parties agree to first attempt to resolve the matter informally by contacting support@flexifriends3d.com.

Any legal action not resolved informally shall be brought exclusively in the state or federal courts located in Utah County, Utah, except that either party may bring an eligible claim in small claims court where permitted by law.

13. Policy Changes

FlexiFriends3D reserves the right to modify, update, revise, suspend, or discontinue this policy, in whole or in part, at any time and for any reason, in its sole discretion, without prior notice, except where notice is required by applicable law. Any changes become effective immediately upon posting the updated version on our website, unless a later effective date is stated. Your continued use of our website or purchase of products after any updated policy is posted constitutes acceptance of the revised policy.

14. Contact Us

FlexiFriends3D
P.O. Box 42
Salem, Utah 84653
Email: support@flexifriends3d.com