Refund and Returns Policy

In order to ensure our customers receive the best level of service, we offer a comprehensive returns policy. Please note that the following returns procedure must be followed, and failure to do so may result in us being unable to exchange goods or provide refunds.

Cancellation Before Dispatch:

If you wish to cancel your order, please notify us as soon as possible before we dispatch the goods to you. Once the order has been dispatched, it cannot be cancelled, but you can still return the item under our standard returns policy.

Standard Returns (Unwanted / Change of Mind Returns):

You may return any unused and unopened items within 14 days of receipt, for a refund minus the delivery charge. We can also offer you store credit or an exchange. After the 14 days, the sale is considered final.

Please note that the following conditions apply:

• The item must be in its original packaging, with all accessories and documentation included.
• The item must be unused and in the same condition as when you received it.
• Any seals or protective stickers must remain intact.
• You are responsible for the cost of return postage.

Any returns that have been damaged, scratched, programmed, or used in any way will not be accepted. If the returned item is not suitable for resale, we reserve the right to refuse a refund.

If the 14-day period has passed, or you have opened and used the product, we may at our discretion still accept the return but offer a reduced refund to cover the costs of reconditioning the item for sale. This is to be pre-agreed before sending the item back to us.

Faulty Item Returns:

Faulty returns can be requested for up to 6 months after you receive your order. It is often the case that goods are mistaken for being faulty when, in fact, they are not being used correctly. So, in almost all cases, we will work with you to troubleshoot the issue before accepting the return.

Upon finding a fault, please report the issue to us before attempting to debug it yourself. Contact us and provide a detailed description of the issue, attach photos to show wiring, and preferably a video to demonstrate the issue (as video files are often too large to email, we recommend using wetransfer.com). If we are unable to diagnose the issue remotely, we will likely ask you to ship the item back to us for further testing.

Faulty items are inspected upon receipt to verify the fault. Once verified, the options available to you will depend on the time the item was in your possession, before you first reported the issue (starting from the point you received the item).

Items under 30 days old will be eligible for a refund or replacement, stock allowing. You can choose which you would prefer. Items over 30 days old and under 6 months old will be eligible for repair or replacement, at our discretion. You may be offered a partial refund as an alternative depending on the time the item was in your possession if these options are not applicable to your item (e.g. it is no longer made). We will not issue a refund for any goods returned which are found to be in working condition, failed due to lack of knowledge / used beyond the operator’s skills, used incorrectly and damaged, or because the goods have been used in an environment or manner without proper protection. In this event, the goods can either be returned to the customer at their own expense or disposed of, the choice will be the customers’.

Damaged Items:

Please inform us of items that have been damaged during delivery within 24 hours of receipt, so we can make the appropriate claims. Parcels that are delivered and show signs of damage must be signed for as damaged with the delivery agent.

Return Process:

To initiate a return, please contact our customer service team with your order details and the reason for the return. We will provide you with a returns authorization number (RMA) and instructions on how to return the item; any items returned without an RMA number will not be accepted. Please ensure that the item is securely packaged to prevent damage during transit.

Return Timeline:

Once we receive the returned item, we will inspect it to ensure that it meets our return criteria. If the item is eligible for a refund or exchange, we will process your request promptly, typically within 3 working days, however during busy periods this may extend up to 14 days. Refunds will be issued to the original payment method used for the purchase. Please note, replacement items will not be sent out until returned items are received and checked.

Exclusions:

All goods carry a standard warranty offered under UK law. Please note this warranty only covers a manufacturing defect, not a fault caused by incorrect use or assembly.

Additionally, some goods are excluded from this policy. Batteries are classified as “consumables,” and we will only provide a dead-on-arrival warranty. For safety and hygiene reasons, wearable items cannot be returned under this policy once opened or worn. This includes items that must make contact with your face in normal usage, for example, goggle foam or face-plates.

Please note UK online distance selling rules apply, except for tailor-made custom orders which are exempt and may not be returned.

Gift Cards: Please note that all gift cards are non-refundable.

Return Shipping Costs:

For standard returns, customers are responsible for covering return shipping costs. For our customer’s convenience, we can provide a pre-paid Royal Mail tracked returns label. If this label is used, a £4.6 will be deducted from any refund due to cover the cost of the label. If you choose to use your shipping method, we recommend that you send the parcel using a delivery service that insures you for the value of the goods, as goods remain the property of the customer until received by us.

If the return is due to Flying Tech making a mistake or your goods are proven to be faulty, we will either provide you with a pre-paid label or instruct you to use refund appropriate postage costs where applicable up to a maximum of £5.90.

International customers will be responsible for all return postage costs for all types of return.

Fraud:

Please be aware that we make checks to protect us from fraud and to ensure the items returned to us are the items we sent out, and not from another seller. If fraud is suspected, it may be reported to the relevant authorities.

Statutory Rights:

Our returns policy does not affect your statutory rights. If you have any questions or concerns about your order, please don’t hesitate to contact our customer service team for assistance.