Terms and Conditions

Introduction

Please read these Terms and Conditions carefully before placing an order. These terms form the legally binding agreement between you and Flexson regarding the purchase of products from our website.

By placing an order through Flexson.com, you confirm that you have read, understood and accepted these Terms and Conditions.

Flexson is a trading brand of HEA Distribution Limited (Company Number 14139827, registered in England & Wales, VAT Number GB 413463323).

These Terms include provisions that limit our liability in certain circumstances, so we encourage you to read them carefully.

Acknowledgement and Acceptance of Orders

When you place an order, you will receive an email acknowledging that your order has been received. This acknowledgement does not constitute acceptance of your order.

A contract between you and Flexson will only be formed when:

  • we have received payment in full; and
  • we have either:
    • sent you an email confirming that your order has been accepted; or
    • dispatched your order,

whichever occurs first.

We reserve the right to decline or cancel any order prior to acceptance.

Payment

Payment is required in full when your order is placed.

Payments are processed securely by our authorised payment providers. By placing an order, you authorise us to share the necessary order and payment information with our payment processors solely for the purpose of processing your transaction.

If you require a VAT invoice, please contact our customer service team after placing your order.

Product Availability

Whilst we aim to keep all products in stock, availability cannot always be guaranteed.

If an item becomes unavailable after your order has been placed, we will contact you to discuss the available options, which may include:

  • waiting for new stock to arrive;
  • selecting an alternative product;
  • cancelling your order for a full refund.

If a product has been discontinued, we will advise you accordingly.

Delivery

Delivery charges are displayed during checkout before payment is completed.

Unless otherwise stated:

  • Orders are normally dispatched within 3–5 working days.
  • Delivery is typically made within 2 working days after dispatch.
  • Delivery times are estimates and are not guaranteed.

Deliveries are made by courier and may require a signature upon receipt.

If our courier is unable to deliver after two unsuccessful attempts, the order may be returned to us. Any further delivery attempt may incur an additional delivery charge, which we will advise before dispatching again.

Your Right to Cancel

If you change your mind, you may cancel your order and return eligible products within 30 days of receiving them.

To qualify for a refund:

  • products must be unused;
  • products must be in their original packaging;
  • products must be returned in a resaleable condition.

Customers are responsible for arranging and paying the cost of returning unwanted items.

A 10% restocking fee (calculated from the purchase price of the returned products) will be deducted from your refund, together with any original delivery charges where applicable.

Refunds will be processed after the returned products have been received and inspected.

Nothing in these Terms affects your statutory rights under UK consumer law.

Exceptions to Cancellation

The right to cancel does not apply to:

  • personalised products;
  • custom-made products;
  • products manufactured specifically to your requirements,

unless the goods are faulty or we have failed to meet our contractual obligations.

Cancellation by Flexson

We reserve the right to cancel an order before dispatch where necessary, including where:

  • products become unavailable;
  • pricing or product information contains an error;
  • the delivery address is outside the United Kingdom or is a PO Box;
  • fraudulent or suspicious activity is suspected.

Where we cancel an order, all payments received will be refunded in full.

Damaged or Incorrect Deliveries

Please inspect your order as soon as it arrives.

If products arrive damaged or incorrect:

  • notify the courier where possible;
  • contact our customer service team as soon as possible;
  • provide photographs where requested.

We will arrange an appropriate resolution, which may include replacement, repair or refund, depending on the circumstances.

Product Warranty

Unless otherwise stated, Flexson products are supplied with a minimum 12-month manufacturer's warranty.

The warranty does not cover:

  • accidental damage;
  • misuse or abuse;
  • incorrect installation;
  • modifications;
  • neglect;
  • normal wear and tear.

Consumable items, including batteries, cables, fuses and similar accessories, are covered only by your statutory consumer rights unless otherwise stated.

Warranty Claims

If you believe your product is faulty during the warranty period, please contact our customer service team with:

  • your order number;
  • a description of the fault;
  • photographs or videos where appropriate.

We will assess the issue and arrange repair, replacement or another suitable resolution where applicable.

Returns Policy

Returns should be made in accordance with our Returns Policy.

Failure to follow the returns procedure may delay refunds, repairs or replacements.

Privacy and Data Protection

We are committed to protecting your privacy.

Our website uses technologies including:

  • Meta (Facebook) Pixel
  • Microsoft Clarity
  • Google Analytics

These services help us understand how visitors use our website, improve user experience and measure the effectiveness of advertising campaigns.

They may collect information such as:

  • pages viewed;
  • time spent on pages;
  • clicks and scrolling behaviour;
  • browser and device information;
  • anonymised IP addresses;
  • purchases and conversions.

For full details about how we collect, process and protect your information, please see our Privacy Policy.

Contacting Us

If you need assistance, you can contact our customer service team by telephone, email or post using the contact details provided on our Contact page.

For the fastest response, we recommend contacting us by email.

Contacting You

We may contact you by email, telephone or post regarding your order, returns, warranty claims or customer service enquiries.

Please ensure your contact details remain accurate and up to date.

Limitation of Liability

Nothing in these Terms excludes or limits liability that cannot legally be excluded under UK law.

Subject to this:

Flexson shall not be liable for:

  • loss of business;
  • loss of profits;
  • loss of contracts;
  • loss of revenue;
  • loss of goodwill or reputation;
  • indirect or consequential losses;
  • losses that were not reasonably foreseeable when the contract was formed.

Nothing in these Terms limits liability for:

  • death or personal injury caused by negligence;
  • fraud or fraudulent misrepresentation;
  • any liability which cannot legally be excluded.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any dispute arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Waste Electrical and Electronic Equipment (WEEE)

Flexson supports the requirements of the UK Waste Electrical and Electronic Equipment (WEEE) Regulations.

Where applicable, products displaying the crossed-out wheeled bin symbol should not be disposed of with household waste. Instead, they should be recycled through an approved WEEE collection facility.

Further information can be found on our WEEE information page.