This policy explains how product returns, refunds, exchanges, service complaints, booking issues, and vendor disputes should be handled on FlaxCity.
Last updated: June 24, 2026
General return principles
FlaxCity is a marketplace. The selling vendor is primarily responsible for product quality, accurate descriptions, warranty promises, delivery condition, exchanges, and refunds.
FlaxCity may assist with support, documentation, dispute review, vendor follow-up, and platform enforcement where a customer or vendor reports a problem.
Customers should report visible damage, wrong item, missing accessories, or delivery mismatch as soon as possible, preferably within 24 hours after delivery.
Eligible unused products may be requested for return within 7 calendar days after delivery unless the product listing, vendor warranty, or applicable law gives a longer protection.
Product is materially different from the listing description, advertised image, or agreed WhatsApp confirmation.
Product is defective on arrival, damaged before delivery acceptance, not powering on, or missing essential accessories promised by the vendor.
Verified counterfeit, stolen, blacklisted, locked, or unlawfully sold product.
Vendor cancelled an already confirmed order after payment and cannot provide a suitable replacement.
Return conditions
Products should be returned with original packaging, receipts, accessories, warranty cards, manuals, chargers, cables, and free gifts where applicable.
IMEI, serial number, product seal, warranty label, and device condition must match the delivered item.
The customer should provide photos, videos, order details, delivery notes, and clear explanation of the issue.
Inspection may be required before an exchange, repair, refund, or partial refund is approved.
Items and cases that may not qualify
Used products damaged by customer misuse, water damage, unauthorized repair, physical breakage after acceptance, software tampering, or missing accessories.
Completed services such as software installation, driver installation, antivirus setup, repair labor, cleaning, salon, gym, food delivery, or other on-demand services once accepted as completed.
Custom orders, special imports, personalized items, opened hygiene-sensitive items, airtime, data bundles, digital codes, and consumables where return is not practical or lawful.
Buyer remorse after product use, change of mind after accepting delivery, or price changes after purchase, unless the vendor voluntarily accepts the return.
Refund and exchange process
Contact the vendor first using the order WhatsApp thread or contact details, then contact FlaxCity support if the vendor does not respond or the dispute is unresolved.
Provide order ID, vendor name, product name, phone number, delivery date, issue description, and evidence such as photos or videos.
The vendor reviews the issue, confirms return logistics, inspects the item, and offers repair, replacement, exchange, refund, or justified rejection.
Refunds should normally be returned through the same payment channel where possible after the vendor confirms eligibility and receives the returned item where required.
Delivery fees are normally refunded when the issue is vendor fault. Delivery fees may not be refunded for customer change of mind, failed delivery caused by wrong address, or avoidable customer unavailability.
Services, rentals, apartments, and on-demand bookings
For car rentals and apartment bookings, cancellation, no-show, security deposit, damage, and refund handling may depend on the provider terms shown or confirmed before booking.
For on-demand services, customers and service men should confirm job completion and payment status inside the platform where available.
If a provider fails to appear, assigns an unavailable service man, or delivers a materially different service, the customer should report the issue with location, time, provider name, and evidence.
After a customer confirms service completed and paid, refund claims may require stronger evidence and provider review.
For urgent order, delivery, return, vendor, or account issues, contact FlaxCity support with your order ID, vendor name, product or service name, photos where relevant, and your preferred contact number.
These policies are written for clear platform operations and customer transparency. They do not limit mandatory consumer, privacy, or other rights provided by applicable law.