Returns and disputes

1. The principle

Flatbridge is your shopping agent on every order. If something is wrong, your point of contact is Flatbridge — not the merchant. We resolve issues internally, refund or reship as appropriate, and handle the merchant separately. You should never need to contact a Jamaican merchant directly to resolve an order problem.

2. Return window

You have 14 days from the date of delivery to request a return for change of mind. Returns requested after 14 days will be considered case by case.

For damaged, defective, or wrong items, the window is 30 days from delivery.

Some items are not returnable: perishable food, opened personal-care or beauty products, custom or made-to-order items, and digital goods. These restrictions are stated on the product page.

3. How to request a return

1. Sign in to your Flatbridge account and open the order.
2. Click Request a return and choose the reason.
3. Upload a photo if the item is damaged or wrong.
4. We’ll respond within two business days with a return-shipping label or instructions.

4. Who pays return shipping

• Damaged, defective, or wrong items: Flatbridge pays. We provide a prepaid return label.
• Change of mind: the buyer pays return shipping. Cross-border return shipping can be expensive; consider this before requesting a change-of-mind return on a small-value order.
• Lost in transit: Flatbridge handles the courier claim and either reships or refunds. No return needed.

5. Refunds

Once your return is received and inspected, refunds are issued to the original payment method within 5–10 business days. Currency-conversion timing means the refunded amount in your local currency may differ slightly from what you paid; this is your bank’s spread, not a Flatbridge fee.

6. Chargebacks

If you raise a chargeback with your card issuer for an order issue, please contact us first — we can usually resolve issues faster than the chargeback process. If you proceed with a chargeback, we will respond to your card issuer with the appropriate evidence (order, shipping, delivery confirmation). Fraudulent chargebacks may result in account suspension.

7. Disputes that cannot be resolved

If a dispute cannot be resolved through our internal process, you have the following escalation paths:

• In Canada: the Office de la protection du consommateur (Quebec) or your provincial consumer-protection office. The Better Business Bureau is also available.
• In the United States: the Federal Trade Commission consumer complaint portal, or your state attorney general.
• In the United Kingdom: Citizens Advice or Trading Standards.
• In the European Union: the European Consumer Centre in your country.
• In Jamaica: the Consumer Affairs Commission.
• You always retain the right to bring a claim in a court of competent jurisdiction.

8. Governing law

This policy is governed by the laws of the Province of Quebec and the federal laws of Canada applicable therein, subject to any mandatory consumer-protection law in your home jurisdiction that gives you stronger rights. Where the local law of your jurisdiction provides better consumer rights than this policy, those rights apply.

9. Contact

Return requests, dispute escalations, and chargeback questions can be sent to the contact email posted on Flatbridge. We aim to respond within two business days.