Refund policy
90-Day Level-Up Guarantee
We have a 90-day Level Up Guarantee on the FLEX™ Face Brush and Case. This means you have 90 days after receiving your FLEX™ to request a refund if you do not see a noticeable difference in your skin. You DO NOT need to send back your original order, you can keep it or simply dispose of it. We want to simplify the refund/exchange process and get you what you need as quickly as possible!
To start a refund or exchange, please contact us and include your order number.
Return and Refunds
In case you have second thoughts and would like to send the goods back to us, then you have the possibility of doing this within 30 days of delivery.
However, in other to get a full refund the items need to be unopened before being shipped back to us and the shipping fee and restocking fee will not be covered by us.
To start this process, please contact us and include your order number.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-refundable items
We cannot accept refunds for gift cards or digital goods.
Warranties
Warranties cover any functional damages to any hard goods in a 1-year period. In order to avail the warranty, we ask you to send us a detailed video of the issue and you trying all the necessary troubleshooting steps advised by our customer service team.
Pre-orders
When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We reserve the right to collect payment at checkout, then fulfill the order at a future date. You can cancel a paid pre-order order that has not yet been fulfilled. If the order has been fulfilled, then you can't cancel the order. Once your order is fulfilled, it is subject to the Level Up Guarantee terms. If you are eligible to cancel your pre-order, please contact us so we can refund you the money and open a spot for someone else.
Exchanges
Things happen and we understand so the fastest way to ensure you get what you want is to contact us.
Gifts
Gifts are still subject to the terms of the 90-day Level Up Guarantee. The receiver of the gift must use the product for 90-days before requesting a refund.
Cancelations
Due to our limited inventory and speed of order dispatch, we can not offer cancellations. After placing an order, you must comply with our Level Up Guarantee criteria to request a full refund if desired. The exceptions to cancelations within a 24-hour period are:
- Partial Cancelations are Acceptable for Upsell Items (ex. You only wanted the FLEX™ Brush and accidentally selected an upsell for the WAR™ Face Wash)
- Partial cancellations are acceptable for accidental duplicate orders (ex. orders that were placed multiple times by mistake can be canceled as long as it has not been fulfilled). The intentional order will still be processed.
- Full cancelations on double charges for backward navigation (ex. After payment, you did not complete the full shopping experience by closing the window on https://flex.douxds.com/thank-you)
Discounts
All discount codes can not be used retroactively on past orders. An order counts as its individual order name and transaction, not a user's session. The $100 credit offered to leave a photo or video review is only applicable to the next order and can only be redeemed once per customer.
Refunds
You’ll be automatically refunded on your original payment method. We do not have the power to send refunds to alternate payment methods. Once a refund is initiated, it can take up to 10 business days for your bank or credit card company to process and post the refund back to your account. We want to be fair and helpful, so please keep in mind that we can only process refunds for a customer twice. This means that if you've already received two refunds, any additional refund requests after that will be carefully reviewed!