Refund policy
Return and Refund Policy
Last updated: August 13, 2026
At FlexoraLab, we want you to feel confident with your purchase. If you are not satisfied with your Flexora Pillow, you may request a return under our 90-Day Money-Back Guarantee, subject to the conditions below.
90-Day Money-Back Guarantee
You may request a return within 90 calendar days from the date your order was delivered.
To be eligible for a return:
- The product must have been purchased directly from FlexoraLab.
- You must contact us before the 90-day return period expires.
- Proof of purchase or your FlexoraLab order number is required.
- The product must not show signs of intentional damage, misuse, unauthorized alteration, or damage unrelated to normal use during the trial period.
- The product must be returned according to the return instructions provided by our customer support team.
Normal use of the product during the trial period does not automatically make it ineligible for return.
How to Request a Return
Before returning any product, please contact us at:
Please include:
- Your full name
- Your order number
- The email address used to place your order
- The reason for your return
- Photographs if the product is damaged, defective, or incorrect
Once your request has been reviewed and approved, our customer support team will provide you with return instructions and the appropriate return address.
Please do not send a product back without first contacting us. Do not return your order to the address shown on the original shipping package unless our customer support team specifically instructs you to do so.
Returns sent without prior authorization or to an incorrect address may not be accepted or processed.
Return Shipping Costs
Unless the product arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs.
If we confirm that you received a damaged, defective, or incorrect product, FlexoraLab will provide an appropriate solution at no additional cost to you, which may include a prepaid return label, replacement, or refund.
Standard shipping offered free of charge at the time of purchase will not be deducted from an eligible refund.
Any expedited shipping fees or other optional delivery charges selected by the customer are non-refundable, except where required by applicable law.
We recommend using a trackable shipping service and keeping your shipping receipt until your return has been processed.
Refund Amount
Eligible returns made under our 90-Day Money-Back Guarantee will receive a refund of the product purchase price to the original payment method.
We do not charge a restocking fee for eligible returns.
Damaged, Defective, or Incorrect Products
Please inspect your order upon delivery.
If your product arrives damaged, defective, or different from what you ordered, contact us promptly at contact@flexoralab.store and provide your order number along with clear photographs of the product and packaging.
After reviewing your request, we will provide an appropriate solution, which may include a replacement or refund at no additional cost to you.
Non-Returnable Items
The following items are not eligible for return:
- Products purchased from another retailer or marketplace
- Gift cards
- Products showing intentional damage, misuse, contamination, or unauthorized alteration
- Returns requested after the 90-day return period has expired
These exclusions do not affect any consumer rights that cannot legally be excluded under applicable law.
Refund Processing
Once your return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method, generally within 10 business days after approval.
Your bank or card provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we confirmed approval of your refund, please contact us at contact@flexoralab.store.
Exchanges
We do not currently offer direct exchanges.
If you would like a different product, please request a return for the eligible item and place a new order separately.
Order Cancellations and Changes
If you need to cancel your order or change your shipping information, please contact us as soon as possible at contact@flexoralab.store.
We will make reasonable efforts to accommodate your request. However, we cannot guarantee that an order can be changed or canceled once it has entered processing or has been shipped.
Contact Us
If you have any questions regarding returns or refunds, please contact:
FlexoraLab Customer Support
Email: contact@flexoralab.store