Consumer Protection Guarantee: At FLEX SHOP UK, we operate with complete transparency. This policy sets out your statutory cancellation rights and our clear refund process in full compliance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Statutory Consumer Rights & Fair Trading Commitment
Under UK consumer law, when you purchase services or digital content online, you are entitled to clear information, fair contractual terms, and statutory remedies if deliverables do not meet agreed specifications. We pride ourselves on transparent British service standards and an easy, hassle-free resolution process.
2. 14-Day Statutory Cooling-Off Period for Services
For ongoing agency retainer services and consultancy packages, you have the statutory right to cancel your contract within fourteen (14) calendar days of agreement without providing any reason. If you instruct us to begin work immediately during this cancellation period, you remain entitled to cancel, and you will only be charged a fair pro-rata amount for services actually performed up to the cancellation notice.
3. Digital Product Downloads & Instant Access Assets
For instant digital downloads (such as ready-made templates, e-commerce guides, and resource bundles):
- Prior to accessing or downloading digital files, you have an unqualified right to cancel and receive a 100% full refund within 14 days of purchase.
- Once you have consented to immediate digital delivery and begun downloading the files, your right to cancel without cause expires under Regulation 37 of the Consumer Contracts Regulations 2013.
- However, if any digital product is found to be defective, corrupted, or not as described, you retain full rights under the Consumer Rights Act 2015 to receive an immediate replacement or a complete refund.
4. Clear Refund Eligibility Matrix
Our clear guidelines for common service categories are detailed below:
| Service / Deliverable Type | Cancellation Window | Refund Eligibility | Processing SLA |
|---|---|---|---|
| Digital Product Guides & Bundles | Prior to download / if defective | 100% Full Refund | 24 to 48 Hours |
| Monthly Store Management Retainer | Within 14 days of initiation | Pro-rata refund of unworked fees | 3 to 5 Business Days |
| Targeted Ad Campaign Setup | Prior to ad launch / publication | 100% Setup Fee Refund | 3 to 5 Business Days |
| YouTube Strategy & Channel Audit | Prior to deliverable handover | 100% Full Refund | 2 to 3 Business Days |
| Product Research & Sourcing Dossier | Prior to final report delivery | 100% Full Refund | 2 to 3 Business Days |
5. Step-by-Step Refund Application Process
Applying for a refund is simple and rapid:
- Submit Your Request: Send a quick email to contact@flexshopuk.com or message our official WhatsApp (+44 7862604509) quoting your invoice number or registered email.
- 24-Hour Review: Our UK client care lead will review your request and confirm eligibility within 24 hours.
- Disbursement: Approved refunds are credited immediately back to your original payment method (Bank Transfer, Credit/Debit Card) in British Pounds Sterling (GBP).
6. Banking & Processing Timelines
Once issued, funds typically appear in your bank account within three to five (3 – 5) business days, depending on your card issuer or banking institution. We do not deduct any administrative or restocking fees on legitimate refunds.
7. Dedicated Dispute Resolution
If you are ever dissatisfied with any deliverable, we invite you to contact us directly. We are committed to working closely with our clients to perform free revision sprints or provide amicable remedies before any formal dispute arises.
FLEX SHOP UK – Client Support & Refunds
19 Ardsheal Close, Worthing, BN14 7RP, United Kingdom
Email: contact@flexshopuk.com
WhatsApp: +44 7862604509