Refund policy

Need to Change or Cancel Your Order?

Order Changes & Cancellations: Contact us by phone within 1 hour of placing your order if you need to make changes or cancel.

No Changes Once It's Being Fulfilled: Once your order is in the fulfillment process, we can't make changes.

Weekend Orders: If you place an order outside of our operating hours or during the weekend and decide to cancel, please email us with your name, email address, and order number, expressing your desire to cancel. We will make every attempt to address your cancellation request before your order moves into the fulfillment stage.

Inspect Your Order Upon Arrival

Customers must inspect their order upon delivery to ensure all items are present and in good condition.

Any missing items, incorrect products, or shipping damage must be reported within 5 business days of delivery.

If you're missing small tools, please check inside the plastic film core your film was wrapped around, as we sometimes place small tools there. Claims for missing items may require supporting documentation or photographs before replacement is approved.

Failure to notify Flexfilm within this timeframe may result in the claim being denied.

Shipping & Delivery

Once an order is marked as delivered by the carrier, it is considered fulfilled.

Flexfilm is not responsible for lost or stolen packages after delivery confirmation.

We recommend purchasing package protection at checkout for added coverage.

Initiating a Return

Contact Us: Reach out within the stated return period and explain why you want to return the item.

Return Approval Required: All returns must be approved by Flexfilm prior to being shipped back.

Return Shipment: Do not return products without contacting Flexfilm first. Once we confirm, send it to:

Flexfilm
ATTN: FF-XXXXX (Order Number)
3805 County Road 41
Ranburne, AL 36273.

Depending on the circumstances, you may need to cover the return shipping. Returned items must be received by Flexfilm within 14 days of return approval.

Inspection & Refund Processing: After we receive and inspect the item, we’ll update you about your refund or next steps. Approved refunds are typically processed within 5–10 business days after inspection.

A return request does not guarantee a refund. Refunds are only issued after the product is received and inspected.

Our Products Are for the Pros

Designed for Professional Use: Our products are meant for professionals. If you're not a pro but decide to use them, the results might not be what you expect, and we can't offer a refund or warranty for dissatisfaction or imperfect outcomes. Flexfilm does not offer refunds or replacements for buyer's remorse, improper use, installation error or damage due to lack of experience or skill.

Product Inspection and Responsibility

Our products are manufactured materials, and minor variances may occasionally occur. If we make a mistake, we will correct it by replacing the product. Our responsibility is limited to replacement only. We do not cover additional costs or project-related consequences. Please inspect all products upon receipt. It is the installer’s responsibility to verify all materials before installation.

Use of Product Constitutes Acceptance

Installation or use of any Flexfilm product constitutes acceptance of the product as received. Products should be inspected prior to installation. Flexfilm cannot accept returns or claims for products that have been installed, altered, or used unless a manufacturing defect is confirmed.

Products that have been cut, installed, altered, or used are not eligible for return or refund unless a verified manufacturing defect is confirmed.

Professional Responsibility

Customers are responsible for verifying that the products they purchase are suitable for their intended application. Flexfilm is not responsible for selecting the correct product, choosing the correct specifications and shade, confirming compatibility, installer experience level, or installation conditions.

Films

30-Day Return Window: You can return products within 30 days of the date of purchase, but...

You Cover Return Shipping: You're responsible for return shipping costs.

Shipping Cost: The cost of shipping may be deducted from your refund, even if you received free shipping.

Restocking Fee: Approved returns may be subject to a restocking fee of up to 20%, depending on the condition of the returned product.

Keep Everything Intact: To get a refund, you need to return all materials you're seeking a refund for. Damaged or altered items (like custom cuts) can't be returned. Returned items need to be unused, uncut and in original condition.

Partial Refunds: If you use a portion of a roll of film, we'll refund you for the unused portion. For example, if you buy a 100-foot roll and use 10 feet, you can return the remaining 90 feet for a partial refund. We'll calculate your refund based on the proportion of the product returned. In the scenario above, returning 90% of the product would mean you get refunded for 90% of the purchase price, minus any restocking fees or shipping costs.

Custom Cuts & Pre-cuts

Custom Orders Are Final: Custom cut rolls and custom pre-cut patterns are final sale and not eligible for return or refund. Please confirm all measurements, patterns, and specifications before ordering. We guarantee our products for their intended purpose; if there is a manufacturing defect, we will replace the product even if it was custom cut or pre-cut.

Wrong Pattern Received: If you received the wrong pattern, email us within 30 days of delivery with your order number and a clear, well-lit photo showing the issue and the full pattern sheet so we can review and, if confirmed, send a replacement. If the pattern is already removed or proof cannot be provided, we will make a case-by-case determination.

Installation Matters: We cannot refund or replace items for issues caused by installation errors or lack of experience.

Check Your Local Laws: It is your responsibility to ensure the film you purchase is legal in your area.

30-Day Claim Window: All claims must be submitted within 30 days of delivery. Requests received after that window may not be honored.

Tools & Equipment

Final Sale on Tools: All tool sales are final. However, if you receive a defective tool or the wrong item, we will replace it at our expense. Please exercise caution when purchasing our professional-grade tools. Flexfilm does not offer refunds or replacements for buyer's remorse, improper use, or damage due to lack of skill.

30-Day Guarantee on Plotters: Flexfilm offers a 30-day return window on plotters so customers can purchase with confidence. Plotters may be returned within 30 days of delivery provided they are in re-sellable condition and include the original packaging and all included accessories. Software and USB keys included with the purchase must also be returned for the return to be eligible for a refund. Approved returns may be subject to a restocking fee of up to 20%, depending on the condition of the equipment upon inspection.

Original shipping, flat-rate shipping, and freight charges are non-refundable. Any refund of shipping costs is issued strictly at Flexfilm’s discretion. If a return is approved, the customer is responsible for all return shipping costs. Overseas customers are responsible for all return shipping expenses, including freight charges, duties, and customs fees. If a plotter was purchased as part of a bundle, Flexfilm may require the entire bundle to be returned in order for the return to be eligible for a refund. This determination is made at Flexfilm’s discretion. Returns must be approved by Flexfilm prior to being shipped back. Plotters or bundle items showing signs of damage, misuse, or missing components may be denied a return. Customers should contact Flexfilm for more information before initiating a return.

Supporting Claims

To evaluate any issue, Flexfilm may require:

• Photos
• Videos
• Supporting documentation

Failure to provide requested information may result in denial of the claim.

Refunds

• Issued to the original payment method only
• Processed after inspection
• Timing depends on your payment provider
  

Promotions and Discounts

Online Only: Our promotions and discounts are exclusive to our website. Unfortunately, they're not available for orders placed via phone.

No Double Dipping: Items on promotion or in the clearance section are not eligible for additional discounts using discount codes. All sales on these items are final, meaning no returns or exchanges.

Discount Code Policy: Forgot to use your discount code? Discount codes can’t be applied after an order has been placed. Please contact us to cancel the original order, and then reorder using your discount code to get the savings. Refunds will not be issued for orders placed without applying a discount code.

Dealer Reward Program

Earn Points with Every Purchase: As part of our Dealer Program, every purchase you make earns you points.

Points Refunded with Orders: If you decide to return an item, any points you earned from that purchase will be refunded back to your account along with your order refund.

Labor Reimbursement Disclaimer

Flexfilm is committed to delivering high-quality window tint products specifically for professional installers. We understand the importance of reliable products in your work and strive to meet your high standards. However, please be aware of the following:

1. Product Inspection: Upon receiving our products, please inspect them to ensure they meet your quality expectations before starting any installation.
2. Quality Control: We make every effort to ensure our products are of the highest quality, but manufacturing variances can occur. Please be understanding of this.
3. Limited Warranty: Our products come with a limited warranty. For any product defects, please refer to our warranty policy for guidance on resolutions or replacements.
4. Labor Costs: Should you find a product defective, our responsibility extends to offering a replacement or a refund for the purchase price, as stated in our warranty policy. We cannot cover any labor, installation, or associated costs.
5. Waiver of Liability: By using our products, you acknowledge and accept these terms, including our limitation of liability for any direct, indirect, or consequential damages that may arise from product use, including any labor costs.

Chargebacks:

Customers agree to contact Flexfilm directly to attempt to resolve any issue before initiating a chargeback with their bank or credit card provider. Initiating a chargeback without first attempting to resolve the issue with Flexfilm may result in the customer being restricted from future purchases.

We reserve the right to dispute any chargeback and provide full documentation, including:

• Order details
• Delivery confirmation
• Customer communication

Abuse & Fraud

Flexfilm reserves the right to refuse returns or refunds in cases of:

• Policy abuse
• Fraud
• Repeated misuse
  

Using Our Products Means You Agree:

By buying and using our products, you accept these terms, acknowledging that Flexfilm is not responsible for any direct or indirect damages, including those from installation costs, beyond providing a product replacement or refund as per our warranty.

By completing checkout, you acknowledge and agree to all posted policies, including:

• Return policy
• Refund policy
• Product use expectations
  

Questions? If anything's unclear or you need more help, just reach out to our customer support!