Customer care
Returns & Faults
Changed your heart, mind, body or soul? We still love you, but we don’t accept change-of-mind returns or exchanges.
No change-of-mind returns
We do not accept returns, exchanges or refunds for change of mind, including incorrect size selection. Please review the product description, garment measurements and your selection before ordering. This policy does not apply to remedies you are entitled to under Australian Consumer Law or other applicable law.
Faults and fulfilment issues
Wrong items, wrong supplied sizes, manufacturing faults, printing faults, damage on arrival and products materially different from their description are handled as fault or fulfilment issues. Email orders@flappjax.com with your order number, a description and clear photos where possible. Photos may be enough to assess a claim.
Your Australian Consumer Law rights
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits any other remedy available under applicable law.
Assessment and remedies
We will assess the issue and explain the remedy available. Our preferred remedy may be replacement where appropriate, but this does not override a customer’s right to choose a refund or replacement for a major failure, or any other remedy required by Australian Consumer Law.
If a physical return is needed
Contact Flappjax first. If return is required, we will provide instructions and the correct return address for the appropriate supplier or fulfilment partner, not Flappjax. Do not send items to an address on the parcel or any other address without our instructions. We coordinate the claim; customers are not directed simply to contact suppliers themselves. Return costs are handled in accordance with applicable law.
Refunds where required
Where a refund is the appropriate remedy, we will explain how it will be arranged through the original payment provider where practical and lawful. We do not impose a change-of-mind policy on statutory fault remedies.
Changes to this policy or terms
FLAPPJAX PTY LTD reserves the right to amend, update, replace or withdraw its website policies, terms, conditions, procedures, promotional rules and customer-care information, including Returns & Faults Policy, from time to time at its discretion and without individual prior notice, subject to applicable law.
When updates take effect
Any updated version will take effect when published on the Flappjax™ website, unless a later effective date is stated.
Your existing rights remain protected
Changes will apply prospectively and will not remove or reduce rights that have already arisen under an existing order, contract, Australian Consumer Law or other applicable law. Changes will not unfairly alter completed orders.
Review the current version
Customers are encouraged to review the current version of the relevant policy or terms before placing an order.