Return Policy

1. Overview

At Backflex, we want you to be satisfied with your purchase. This Return Policy outlines the conditions under which you may return products and request a refund. This policy applies to all products purchased directly from our website backflex.ddd.

By making a purchase on our Website, you acknowledge that you have read and understood this Return Policy.

2. Your Right of Withdrawal (Cooling-Off Period)

In accordance with Austrian law (Fern- und Auswärtsgeschäfte-Gesetz – FAGG) and EU consumer rights, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods. For multiple goods delivered separately, the period runs from the day you receive the last item.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g. by email or letter). You do not have to use a specific form; a clear statement is sufficient. We will provide you with a model withdrawal form on request; you may also use the contact details below. The withdrawal is effective if sent before the 14-day period has expired.

If we did not provide you with the required information on the right of withdrawal and the model withdrawal form before you placed your order, the withdrawal period is extended to 12 months from the end of the original 14-day period.

3. Conditions for Returns

To be eligible for a return, the following conditions must be met:

• The return request must be made within 14 days of receiving your order
• Products must be unopened and in their original sealed packaging
• Products must be in the same condition as when you received them
• Products must not show signs of use or tampering
• Original proof of purchase (order confirmation or receipt) must be provided

We cannot accept returns for:

• Products that have been opened or used
• Products with broken seals or damaged packaging
• Products returned after the 14-day withdrawal period
• Products that show signs of misuse or damage caused by the customer

4. How to Initiate a Return

To initiate a return, please follow these steps:

• Contact us at assist@backflex.world within 14 days of receiving your order
• Provide your order number and reason for return
• Wait for our confirmation and return instructions
• Pack the product securely in its original packaging
• Ship the product to the address provided in our return instructions

Please retain proof of postage until you receive confirmation that we have processed your return.

5. Return Shipping

You are responsible for the cost of returning the product unless:

• The product is defective or damaged upon arrival
• We sent the wrong product
• The return is due to an error on our part

We recommend using a trackable shipping service and purchasing shipping insurance for the return, as we cannot be responsible for items lost or damaged during return shipping.

6. Refund Process

Once we receive and inspect your returned product, we will notify you of the status of your refund.

6.1 Approved Returns

If your return is approved, we will process your refund to the original payment method within 14 days of receiving the returned product or of you providing proof that you have sent the goods back, whichever is earlier (FAGG § 11). We may withhold the refund until we have received the goods. The refund will include:

• The full purchase price of the returned product
• Standard delivery costs (if the entire order is returned). We do not refund any extra cost you chose for a type of delivery other than our standard option.

We will make the refund using the same means of payment as you used, unless you expressly agree otherwise. We do not charge any fees for the refund.

6.2 Refund Timeline

Please note that the time for the refund to appear in your account depends on your payment provider:

• Credit/Debit cards: 5-10 business days
• PayPal: 3-5 business days
• Bank transfers: 5-10 business days

7. Damaged or Defective Products

If you receive a damaged or defective product, please contact us immediately at assist@backflex.world with:

• Your order number
• A description of the damage or defect
• Photos of the damaged product and packaging

We will arrange for a replacement or full refund at no additional cost to you, including return shipping.

8. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please initiate a return following this policy and place a new order for the desired product.

9. Partial Returns

If you ordered multiple items and wish to return only some of them, you may do so following this policy. The refund will be calculated based on the value of the returned items only.

10. Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be effective when posted on this page with an updated "Last updated" date. The policy applicable to your order is the one in effect at the time of your purchase.

11. Contact Us

If you have questions about returns or this policy, please contact us:

We aim to respond to all inquiries within 2 business days.