What happens if I have an issue after I receive my order?
- You can file a complaint with Fleek within 3 days of receiving the order if there is an issue.
- We will put you in touch with the supplier so that both parties can make a case.
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If you are not able to come to a mutual resolution, Fleek will make a final decision based on the buyer protection policy.
Authenticity of items
We uphold rigorous policies to prevent the sale of counterfeit products on our platform. However, given the bulk nature of sales, we cannot offer a guarantee of authenticity. We strongly recommend buyers to conduct authenticity checks before making a purchase. If necessary, you can request additional pictures and videos from the seller.
In the event that a supplier assures authenticity, but the received item proves to be counterfeit, rest assured that our extensive buyer protection program provides full coverage for the buyer. Your satisfaction and trust are our top priorities.
How do partial refunds work?
Please read the Fleek Buyer Protection Policy to understand more about Fleek's policies.
If there's a partial refund we will offer you in form of a future credit against any order you may want to place on Fleek.
How do returns work?
If a resolution for a partial refund cannot be reached, we will facilitate the return of the items, and upon receiving them, your refund will be processed. It's important to note that we can only accept returns for the entire order, and selective or partial returns are not possible. In such instances, the customer is responsible for packing the product, and our courier partners will arrange the pickup.
Please be aware that for the return process to be effective, you must return the exact items sent by the supplier. Once the items have been verified by the supplier to match what was originally dispatched, we will initiate the refund process promptly.
Can I cancel my order and get refunded?
If the items have not yet been shipped, we are more than willing to refund your money and cancel the order. However, once the items are in transit, particularly for international shipments, cancelling the order may become challenging.
For prompt assistance, please always submit a ticket to our support team through Fleek in-app chat or webform, and we'll be sure to help you.
How long does it take to receive the refund?
The timing of your Fleek refund depends on when you requested it relative to the order's fulfillment status:
- Refunds before Order Fulfillment: If you requested a refund before your order entered the fulfillment stage (typically before it's shipped), we'll process the refund as soon as we verify your complaint. You should receive your funds within 2-3 business days, depending on your bank's processing times.
- Refunds after Order Fulfillment: If your request relates to a missing item or product quality issue discovered after the order is fulfilled the refund process will first go through a verification process with our team which may take upto 4-7 days. Once claim is confirmed, the refund will be initiated and will reflect in your account in 2-3 business days depending on your bank's processing time.
Fleek strives to process refunds swiftly while ensuring a fair and secure experience for all customers.
Additional Tips: To expedite your refund process, provide clear photos and descriptions when submitting a refund request. Track the status of your refund request by logging into your Fleek account and accessing your order history. For further assistance with your refund, contact Fleek's customer support team.