Thank you for shopping with FluxExpert. We want you to be happy with what you bought, but we understand that sometimes a return is necessary. This policy explains our process, timelines, and the condition items need to be in.
1. Overview
We offer a 14-day return window from the date you receive your order. Items must be in their original, unused condition with all original packaging, accessories, cables, and documentation intact, and accompanied by proof of purchase from FluxExpert.
2. Condition Requirements
To be accepted, a returned item must:
- Be unused and free of scratches, marks, or signs of wear;
- Include everything it shipped with — cables, adapters, mounts, manuals, and any bundled accessories;
- Have its original retail box, undamaged and not written on or used as the shipping carton;
- Retain all manufacturer labels, serial number stickers, and warranty seals, unremoved and unaltered.
Items returned incomplete or in a condition we cannot resell may be refused, or refunded at a reduced amount reflecting the loss in value.
3. Non-Returnable Items
For hygiene, safety, and licensing reasons, we cannot accept returns for:
- In-ear headphones and earbuds once the hygiene seal or sealed packaging has been opened, unless the item is defective;
- Products with a removed, damaged, or tampered serial number, security label, or warranty seal;
- Items that have been physically damaged after delivery, modified, disassembled, or repaired by anyone other than the manufacturer or an authorized service centre;
- Products damaged by misuse, liquid, incorrect voltage, an incompatible charger, or failure to follow the manufacturer’s instructions;
- Software, activation codes, or digital licences once the code has been revealed or redeemed;
- Items marked as final sale, clearance, or non-returnable on the product page at the time of purchase.
4. Eligibility for Returns
To qualify for a return:
- The request must be made within 14 days of delivery;
- The item must meet the condition requirements in Section 2;
- Proof of purchase from FluxExpert is required.
5. The Return Process
- Contact us. Email [email protected] to start a request. Please include your order number, the item concerned, the reason for the return, and photographs of the item and its packaging.
- Authorization. We will confirm whether the return is eligible and send you return instructions. Please do not send anything back before receiving authorization — unauthorized returns may be refused or delayed.
- Packing. Place the original retail box inside an outer shipping carton. Do not tape labels to, or write on, the product’s own packaging.
- Shipping. Unless the item is defective, damaged in transit, or we sent the wrong product, you are responsible for return shipping costs. We strongly recommend a trackable service — we cannot process a refund for a parcel that never arrives.
- Inspection. Once your return reaches us, we inspect it against the conditions above. If it qualifies, your refund is approved and processed.
6. Refunds
- Method: Approved refunds are issued to the original payment method. We cannot refund to a different card or account.
- Timeline: Please allow 3–5 business days for us to inspect and process your return after it arrives. Your bank or card issuer may take a further 3–10 business days to post the credit.
- Amount: We refund the full purchase price of the returned item. Return shipping costs are not refunded except where the return is due to a defect, transit damage, or our error.
- Partial refunds may apply to items returned with missing accessories or packaging, or showing signs of use.
7. Damaged, Defective, or Incorrect Items
If your order arrives damaged, faulty, or is not what you ordered, contact us within 14 days of delivery with clear photographs of the item, the fault, and the outer packaging.
For verified issues we will arrange a replacement or a full refund, including any shipping costs, and we cover return shipping. Please keep all original packaging until the matter is resolved, as carriers may require it to process a damage claim.
8. Faults After the Return Window
Once the 14-day return window has passed, a faulty product is handled under the manufacturer’s warranty rather than this policy. Warranty length and terms are set by each manufacturer and vary by brand and product.
Contact us and we will help you identify the applicable warranty and start the claim. Nothing in this policy limits the legal guarantees you have under applicable consumer protection legislation, including the Québec Consumer Protection Act.
9. Exchanges
The fastest way to get a different product is to return the original item for a refund and place a new order. This avoids waiting for the return to arrive before the replacement ships, and means you get whatever is in stock at the time.
10. Cancelling an Order
If your order has not yet shipped, contact us as soon as possible and we will cancel it and refund you in full. Once an order has been handed to the carrier it can no longer be cancelled, and it will need to be handled as a return under this policy.
11. Contact Information
For all return-related questions, please reach out to our support team:
Email: [email protected]
Phone: +1 438 535-2000
Hours: Monday to Friday, 8:00 – 18:00
Address: A-5696 Av Victoria
Montréal, QC H3W 2P8
Canada