Refund Policy

RETURNS, REFUNDS, AND WARRANTY POLICY

At FlexCare, we want you to have a secure and satisfactory shopping experience. If you have questions about our Returns, Refunds, or Warranty Policy, you can email us at:

Contact email: brumeliscontacto@gmail.com

By making a purchase on our website, you agree to the terms described below.

ORDER CANCELLATION

You may request to cancel your order within 18 hours of purchase, provided it has not yet been processed or shipped.

Once the order has been processed or has a tracking code, it will not be possible to cancel it.

90-DAY WARRANTY

Our adjustable knee brace comes with a 90-day warranty from the date of product receipt.

This warranty covers:

  • Manufacturing defects.

  • Defective stitching.

  • Failures in adjustment systems or Velcro.

  • Products that arrive damaged due to causes attributable to the manufacturing process.

If your product has any of these issues, we may offer, as appropriate:

  • Product replacement at no cost.

  • Full refund.

  • Another solution agreed upon with the customer.

HOW TO REQUEST A WARRANTY?

To initiate a request, please email us at:

brumeliscontacto@gmail.com

Including the following information:

  • Order number.

  • Full name.

  • Proof of purchase.

  • Photographs or video showing the issue.

  • Delivery address.

  • Contact number.

Our team will review the case and respond as soon as possible.

In some cases, we may request the product be sent for inspection before approving the exchange or refund.

RETURNS

If the return is approved, the product must be sent:

  • Without damage caused by misuse.

  • As complete as possible.

  • With its accessories, if applicable.

Returns that have not been previously authorized by our customer service team will not be accepted.

When the return is for reasons other than a manufacturing defect or a shipping error by FlexCare, the shipping costs associated with the return will be the customer's responsibility.

CASES WHERE THE WARRANTY OR REFUND DOES NOT APPLY

The warranty does not cover damage caused by:

  • Improper use of the product.

  • Modifications made by the customer.

  • Natural wear and tear from use.

  • Cuts, tears, or damage caused by accidents.

  • Use other than indicated in the product description.

Returns or refunds will also not proceed in the following cases:

  • Requests made after the 90-day warranty period.

  • Errors in the delivery address provided by the customer.

  • Address changes requested after the order has been dispatched.

  • Orders that have already been shipped and have a tracking number.

INCORRECT OR DAMAGED PRODUCT

If you receive a product different from what you ordered or that arrived damaged during transit, please contact us within 7 days of receipt, attaching photographs of the product and packaging.

We will take care of resolving the issue at no cost to you.

REFUNDS

Once the return or warranty is approved, we will process the refund using the same payment method used during the purchase when possible.

Depending on the bank or payment method used, the refund may take between 5 and 10 business days to reflect.

In some cases, the refund may be processed via bank transfer if the original payment method does not allow for a reversal.

CUSTOMER SERVICE HOURS

Our customer service team answers inquiries from:

Monday to Friday: 09:00 to 18:00 hours.

CONTACT

FlexCare

Email: brumeliscontacto@gmail.com

We reserve the right to update this Returns, Refunds, and Warranty Policy at any time. Changes will be published on this page.