At Flex Shop (operating from proplastertools.com), we stand behind the quality of our professional drylining and plastering tools. We are committed to ensuring your complete satisfaction with every purchase. This policy outlines the process for returning or exchanging items, designed to be straightforward and efficient for our trade professional customers.

1. Returns & Exchanges Eligibility

You may return or exchange most new, unused items in their original packaging within 15 days of the date you receive them.

To be eligible for a return or exchange, the item must be in the same condition that you received it: unused, with all original tags, packaging, and accessories included. Proof of purchase is required.

Please Note: Due to hygiene and safety reasons, the following product categories are FINAL SALE and cannot be returned or exchanged unless they arrive faulty or damaged:
  • Drylining Material (e.g., compounds, mixes)
  • Beading & Fixing products

2. The Returns & Exchanges Process

Follow these simple steps to initiate a return or exchange:

  1. Contact Us: Within 15 days of receipt, email us at [email protected] with your order number and details about the product you wish to return or exchange. You may use the template provided below.
  2. Wait for Instructions: Our customer service team will respond with a Returns Authorisation (RA) number and specific instructions on where to send the item. Please do not send items back without an RA number.
  3. Ship the Item: Securely pack the item(s) in its original packaging. You are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong item sent, faulty item). We recommend using a trackable shipping service.
  4. Inspection & Processing: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund or exchange.

3. Refunds (if applicable)

Upon approval of your return:

  • Your refund will be processed to the original method of payment (Visa, MasterCard, JCB, or PayPal).
  • Please allow up to 10 business days for the refund to be fully processed and appear on your account or statement, depending on your card issuer or PayPal’s policies.
  • Only the cost of the item(s) will be refunded. Original shipping costs are non-refundable.

4. Exchanges (if applicable)

We replace items if they are defective or damaged upon arrival. If you need to exchange an undamaged item for a different one, the process is the same as a return. Once your return is received and inspected, we will ship the new item to you. Standard shipping charges will apply for the new shipment.

5. Return Shipping Address

Once your return is authorised, you will be provided with the specific shipping address to send your item(s) to. This will typically be our warehouse at:

Flex Shop
67 Treyew Rd
Truro, GB TR7G 6UQ

6. Contact Us & Returns Request Template

For any questions or to start a return, please contact us at [email protected].

You can copy and use the template below for your return request email:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Flex Shop Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Your Order Number] Product Name: [Name of the product as listed on the website] Reason for Return/Exchange: [e.g., Faulty, Incorrect Item, Change of Mind*] (*Note: Change of mind returns are subject to the terms in section 1 of your policy.) Please provide me with a Returns Authorisation number and further instructions. Kind regards, [Your Full Name]