At Flex Shop (operating from proplastertools.com), we are dedicated to serving trade professionals in the drylining and plastering industry. We understand that your tools are essential for your work, which is why we are committed to providing a straightforward and efficient shipping and returns process. This policy outlines our procedures for shipping your orders and handling returns or exchanges.

Shipping Information

We ship globally, excluding Asia and a few remote regions. Please review the details below for our shipping methods and timeframes.

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Delivery Timeframes

We offer two shipping options to meet your needs:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Delivery within 10-15 business days after dispatch.
    • Flat rate fee of £12.95.
  • Free Shipping: Shipped via EMS (available for orders over £50).
    • Delivery within 15-25 business days after dispatch.

Please note: Delivery times are estimates and may vary due to factors beyond our control, such as customs delays or weather conditions.

Returns & Exchanges Policy

We stand behind the quality of our professional tools and want to ensure your complete satisfaction. Below is our process for returns and exchanges.

1. Eligibility for Returns & Exchanges

You may return or exchange most new, unused items in their original packaging within 15 days of the date you receive them. The item must be in the same condition as when you received it, with all original tags, packaging, and accessories included. Proof of purchase is required.

⚠️ Important: Non-Returnable Items

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 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 at the end of this policy.
  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]

Thank you for choosing Flex Shop for your professional drylining and plastering tool needs. We appreciate your business and are here to support you.