Refund policy

Last updated: September 2, 2026

QflexZone is operated by ECOMM QFLEX ENTERPRISE. QflexZone is the seller and your point of contact for all return, refund and order-related enquiries.

Change-of-mind returns

Unless a mandatory consumer right or an exception below applies, you may request a change-of-mind return within 14 calendar days after your order is delivered.

To request a return, contact support@qflexzone.com with your order number, the item you wish to return and the reason for the request.

A return must be authorized by QflexZone before it is shipped. If the return is accepted, we will provide the correct order-specific return destination and return instructions. Do not send a product to the public business address, the original shipping address or any supplier address unless QflexZone has expressly instructed you to do so.

Requesting authorization is an administrative requirement and does not remove a mandatory consumer right when the customer notified QflexZone within the applicable legal period.

Return condition

For a voluntary change-of-mind return, products must ordinarily be unused, unwashed and in their original condition, with tags, accessories and packaging where reasonably possible.

Where mandatory law permits a customer to inspect a product as they could in a physical shop, reasonable inspection will not automatically invalidate the return. Where permitted by law, QflexZone may make an appropriate deduction for diminished value caused by handling beyond what was reasonably necessary to establish the product's nature, characteristics and operation.

Return exceptions

Some products may have product-specific return restrictions where permitted by law. These can include:

• Sealed products that are not suitable for return for health or hygiene reasons after the seal has been broken.
• Personalized or custom-made products.
• Perishable products.
• Digital products or gift cards where applicable.
• Products that have been damaged, contaminated, altered or used beyond reasonable inspection after delivery.

A health or hygiene exclusion will apply only where the particular product and its sealed condition legally support the exclusion. These exceptions do not remove rights relating to products that are damaged, defective, incorrect, unsafe or misdescribed.

Return shipping

For an accepted voluntary change-of-mind return, the customer is responsible for purchasing tracked return shipping where permitted by law. The customer is responsible for the returned product until it reaches the authorized return destination.

QflexZone will be responsible for reasonable return costs where required by law, including qualifying cases involving damaged, defective, incorrect or misdescribed products.

International orders may be fulfilled by international fulfilment partners. The authorized return destination may therefore differ from the address shown on the original parcel and may be located in another country. Always obtain the order-specific return destination before shipping anything.

Damaged, defective, incorrect or misdescribed products

The 14-day voluntary change-of-mind period does not limit any mandatory rights applying to damaged, defective, incorrect, unsafe or misdescribed products.

Contact support@qflexzone.com as soon as reasonably possible with your order number and a description of the issue. We may request reasonable photographs, video or other information needed to assess the problem.

QflexZone will remain responsible for communicating with you and arranging the appropriate resolution. You will not be required to resolve the matter directly with a supplier or fulfilment provider.

Alternative resolutions

Where requiring an international physical return would be impractical or disproportionate, QflexZone may, at its discretion and where legally permitted, offer an alternative resolution appropriate to the circumstances.

An alternative resolution may include a refund, partial refund, replacement or another agreed remedy without requiring the product to be physically returned. This is assessed case by case and does not create an automatic entitlement to a refund without return.

Exchanges

QflexZone does not operate a general direct-exchange programme. Where appropriate, an eligible item may be returned for a refund and a separate new order may be placed.

A replacement may still be offered as a case-specific remedy for a damaged, defective, incorrect or misdescribed product.

Refund timing

Approved refunds will be issued to the original payment method without undue delay and no later than 14 calendar days after the applicable refund trigger.

Depending on the circumstances, that trigger will be:

• The date QflexZone receives the returned product.
• An earlier date on which valid proof of return is provided, where applicable law requires it.
• The date QflexZone confirms an approved resolution that does not require a physical return.

For a qualifying United Kingdom cancellation, QflexZone may withhold the refund until it receives the product back or receives valid evidence that the product was sent back, whichever occurs first, where permitted by law.

After QflexZone issues a refund, the customer's payment provider, bank or card issuer may require additional time to process and display the credit. This additional posting time is outside QflexZone's merchant-processing period.

As general provider guidance:

• Card refunds processed through Stripe normally appear approximately 5–10 business days after issuance, depending on the customer's bank.
• PayPal balance refunds may appear on the same day.
• Some PayPal debit-card or bank-account refunds may take up to 30 days.
• PayPal credit-card refunds may take one or two billing cycles to appear.

These provider estimates do not extend QflexZone's obligation to issue the refund within the applicable 14-day merchant-controlled deadline. Most refunds should appear sooner.

If the applicable provider period has passed, contact support@qflexzone.com so that QflexZone can investigate and provide an available refund reference.

Original delivery charges are non-refundable except where applicable law requires otherwise. For a qualifying United Kingdom cancellation, the refund will include the cost of the least expensive standard delivery option offered. Any additional amount paid for an upgraded or expedited delivery option need not be refunded where legally permitted.

United Kingdom cancellation rights

For qualifying online purchases delivered to a United Kingdom consumer:

1. You may notify QflexZone that you are cancelling within 14 days after receiving the goods.
2. After notifying QflexZone, you must send the goods back within a further 14 days.
3. QflexZone will issue the required reimbursement without undue delay and no later than 14 days after receiving the goods back or receiving valid evidence that they were sent back, whichever occurs first.
4. You are responsible for the direct cost of returning a change-of-mind item because this policy informs you of that responsibility, unless QflexZone agrees otherwise or the product is defective, incorrect or misdescribed.
5. You may inspect the product as you reasonably could in a shop. QflexZone may make a lawful deduction for diminished value caused by handling beyond that level.
6. Statutory exceptions may apply, including to qualifying sealed health or hygiene products after the seal has been broken, personalized goods and perishable goods.

These rights apply in addition to other mandatory United Kingdom consumer protections.

Mandatory consumer rights

Nothing in this policy excludes, restricts or replaces a right or remedy that cannot legally be excluded in the customer's location.

Contact

Email: support@qflexzone.com
Support hours: Monday–Friday, 9:00 AM–6:00 PM Malaysia Time (MYT)