Refund policy
All The Flight Director™ products are produced to order. We do not offer voluntary returns, exchanges or refunds except where required by applicable consumer law.
Change of Mind – UK Customers
If you are a UK consumer purchasing online, you have a legal right to cancel your order within 14 days of receiving your goods, unless an exemption applies.
You do not need to provide a reason for cancelling.
To exercise this right, you must contact us within 14 days of receiving your order. After notifying us of your cancellation, you must return the goods within 14 days.
Please do not return an item without contacting us first. We will provide return instructions once your return request has been accepted.
You are responsible for the cost of returning unwanted goods. We do not provide prepaid return labels for change-of-mind returns.
Returned goods must not have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning. You may inspect and try on clothing as you would reasonably be permitted to do in a shop.
If handling has reduced the value of the goods beyond what is reasonably necessary, we reserve the right to make an appropriate deduction from the refund as permitted by law.
Incorrect Size or Colour
Please check all product descriptions, colour selections and sizing information carefully before placing your order.
We do not offer free exchanges where the size or colour ordered was correctly supplied.
Where you have a statutory right to cancel your purchase, you may return an eligible item in accordance with the cancellation procedure above and place a new order for your preferred size or colour.
Personalised or Custom-Made Products
Products made to your specifications or clearly personalised for you may not qualify for the statutory 14-day cancellation right.
This does not affect your rights where an item is faulty, damaged, not as described or incorrectly supplied.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, defective, misprinted, not as described, or you receive an item different from the one ordered, please contact us as soon as possible.
Please include your order number and, where appropriate, clear photographs showing the problem.
We will provide the remedy required by applicable consumer law. Depending on the circumstances, this may include a repair, replacement or refund.
Please do not return a faulty or incorrect item unless we ask you to do so.
Refunds Following Cancellation
Where you validly exercise your statutory right to cancel, we will refund the amount you paid for the returned goods together with the cost of our least expensive standard delivery option, where required by law.
If you selected a more expensive delivery service, any additional delivery cost above our standard delivery charge will not be refunded.
We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, where permitted by law.
Refunds will be made to the original payment method within the timeframe required by applicable consumer law.
Return postage for change-of-mind cancellations is your responsibility.
Order Changes and Cancellations Before Dispatch
Orders are submitted for fulfilment shortly after they are placed.
If you make a mistake or wish to change or cancel an order, please contact us immediately. We will try to accommodate your request, but we cannot guarantee that an order can be changed or stopped once fulfilment has begun.
This does not affect any statutory cancellation rights that apply after delivery.
International Customers
Customers outside the UK may have additional or different rights under the consumer laws applicable to their purchase.
We do not offer voluntary returns or exchanges beyond those required by applicable law.
Statutory Rights
Nothing in this policy is intended to exclude, restrict or affect any rights you have under applicable consumer law.
Contact
For questions regarding an order, cancellation, return or refund, please contact: