Return Policy and Warranty

Flexity is committed to providing the highest level of customer care.  

What are the conditions for accepting a returned order?

If you have received a damaged product, please inform us about it immediately and send us photo showing the damaged product at our e-mail address:

In order for a return to be processed, the product must be in the same condition it was delivered, in its original state, in the original packaging, with all instructions, documentation, and accessories in their original condition, and must be unused.

A proof of purchase must be provided along with any return.

The customer will be responsible for the return shipping costs, as well as any damage or loss that may occur during the equipment return.

Any product sent cash on delivery will be rejected.


Unless covered by warranties, the following cannot be refunded:

  • Custom products: those ordered with special upholstery.
  • Equipment: Cadillac, Cadillac-Reformer, Reformer, Ladder Barrel, Combo Chair, Wall Unit, Wall Board Onne, Ped&Pull, Spine, Arcos, Arc, Triangle, Mat, Towers.
  • Special equipment configurations.
  • Accessories and spare parts.
  • Special shipments.

Right of Withdrawal Procedure

Once we receive your withdrawal notice and verify that everything is in order, we will proceed to refund all payments received, including delivery costs (except for additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method we offer). The refund will be made using the same means of payment that you used for the initial transaction unless otherwise agreed. In any case, you will not incur any fees as a result of the refund. We may withhold the refund until we have received the goods back or until you have provided proof of return of the goods, whichever comes first.

You must return the goods to us or hand them over to us without undue delay and, in any event, no later than 14 days from the date on which you inform us of your decision to withdraw from the contract. Please note that you will bear the direct cost of returning the goods. Furthermore, you will be solely responsible for any decrease in the value of the goods resulting from handling other than what is necessary to determine their nature, characteristics, and functioning.

Withdrawal Model:

If you want to notify us of your withdrawal, you can send an email to

By means of this document, I/we(*) hereby notify/notify(*) that I/we(*) withdraw from our(*) contract for the sale of the following good/service(*) of the following service:

  • Order date/received on (*):
    • Name of the consumer and user or consumers and users:
  • Address of the consumer/s and user/s:
  • Consumer/s and user/s signature (only if this withdrawal is submitted on paper):
  • Date:[Current date]
  • (*) Delete as appropriate.

Return of Defective Products

ANY DAMAGE TO THE PRODUCT or missing and/or incorrect items must be reported within 48 hours of receiving the order. In such cases, the buyer will be entitled to a refund of the price of defective products or products delivered that do not correspond to the order.

To proceed with the return of such products, the buyer must follow the same procedure established in the "Right of Withdrawal" section. It is important to note that the buyer will not be responsible for the return costs of these products, provided that the buyer has followed the established procedure and met the requirements set forth in these General Conditions. Flexity will refund the price paid for the returned products that are defective or that do not correspond to the order made by the buyer, as long as the buyer has followed the established procedure and met the requirements set forth in these General Conditions.

In the event that the product arrives with any visible signs of damage to the packaging or breakage, it is essential to report it. All deliveries are subject to our "General Delivery Conditions," and any customer claims must strictly adhere to the carrier's requirements, i.e.:

  • If the merchandise arrives damaged, you must make note of it on the delivery slip, indicating everything that is damaged and noting on the slip "Damaged goods, pending inspection."
  • The claim must be received within 24-48 hours from the receipt of the merchandise.
  • Photographs of the damaged boxes, as well as photographs of their labels.
  • Photographs of the damaged pieces, clearly sufficient to support the claim.

Failure to meet the above points may result in the transport company denying any claim, and we will not be able to assist you. Flexity cannot assume responsibility for the return.

If you have any questions or need more information, do not hesitate to contact us via

Money will be refunded to your bank account via bank transfer.