Refund policy

Returns & Refunds

We want you to buy with confidence. If something is not right, contact us at support@flex-security.com or (855) 898-5003 within 30 days of delivery.

Eligibility

• Returns are accepted within 30 days of delivery.
• Items must be new, unused, in the original packaging, with all accessories, manuals and labels.
• A Return Authorization (RMA) number is required. Returns sent without an RMA cannot be accepted.

Non-returnable items

• Special-order and quoted items (products marked "Request a Quote").
• Bulk cable that has been cut, opened or partially used.
• Software, licenses and activation codes.
• Items that were installed, modified or damaged by misuse.

Restocking fee and return shipping

• Non-defective returns are subject to a 15% restocking fee.
• The customer pays return shipping on non-defective returns.
• If we shipped the wrong item, or the item arrived damaged or defective, we cover return shipping and no restocking fee applies.

Damaged or defective items

Inspect your order on delivery. Report shipping damage within 5 days with photos of the box and the product. Items that fail after 30 days are covered by the manufacturer warranty, and we will help you process the claim.

Refunds

Once we receive and inspect the return, we will notify you and issue the refund to the original payment method within 5 to 10 business days. Original shipping charges are not refundable.

Return address

Send returns only after receiving your RMA number, to:
Flex Security Returns
Sultan Freight Logistics LLC
2028 Madison Ave, Apt 2
New York, NY 10035
United States