Refund policy

CANCELLATION POLICY

Cancellation Before Payment

If you haven't paid for your order yet, you are free to cancel it at any time.

Cancellation After Payment

If you've paid and wish to cancel, please contact our customer service team as soon as possible.

Once your order has been shipped or production has begun, cancellation may no longer be possible. For custom or made-to-order items, cancellations are not accepted once production starts. However, we will do our best to provide alternative solutions based on your original order.

Refunds for Cancellations:

  • Cancelled within 24 hours of payment confirmation: Full refund
  • Cancelled after 24 hours: Partial refund (full shipping fee + 20% of product value deducted)

These deductions cover payment processing and restocking costs.

RETURN & EXCHANGE POLICY

We want you to feel confident shopping with us. While we hope every order arrives in perfect condition, we understand that issues can occur. Please review the return policy below to understand how we handle different types of situations.

Return Window

Items must be returned within 45 days of receipt. Returns outside this window cannot be processed.

1. Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, or incorrect, contact us within 7 days of delivery with photo or video evidence. Once confirmed, we will:

  • Send a replacement
  • Cover return shipping
  • Offer partial compensation where appropriate

Important: We may request basic troubleshooting before confirming a defect. If troubleshooting is declined, the return will be handled as a standard return (see Section 4).

2. Repair or Replacement First Approach

Before returning an item, we encourage:

  • Replacement of damaged/missing parts
  • Remote troubleshooting
  • Technical assistance

These options are often quicker and easier than returning the full item.

3. Cosmetic Imperfections Due to Shipping

Slight scratches, dents, or packaging flaws that do not affect product performance are not considered defects. If the product itself is undamaged, we may offer a partial refund up to 10% for packaging damage.

If you still choose to return the item:

  • Return shipping is your responsibility
  • A 20% restocking fee will apply

4. Change of Mind / Ordering Errors / Expectation Issues

Returns for the following reasons are considered non-defective and subject to:

  • Return shipping at customer’s expense
  • Product must be unused and in original packaging
  • 20% restocking fee
  • We reserve the right to decline returns of used or installed items

Examples include:

  • Ordered wrong size/model/color
  • Misread delivery timelines
  • No longer want the product
  • Expected results not stated in description

5. Misuse, Installation Errors, or Functional Misunderstanding

Returns will not be accepted for issues caused by:

  • Incorrect installation
  • Wrong voltage or wiring
  • Misuse or misunderstanding product features

If the item works properly but customer declines support, the return is considered discretionary:

  • Return shipping is customer’s responsibility
  • 20% restocking fee applies

Additional Non-Returnable Items

  • Clearance items
  • Gift cards
  • Personalized/custom items
  • Assembled items
  • Items marked “Non-Returnable”
  • Open Box items

Return Instructions

Contact us within 7 days of receiving your order to request a return authorization. Unapproved returns may not be processed.

Once approved, we will provide a return label and correct return address (not the parcel address). Ensure items are unused, undamaged, and in original packaging. Share your tracking number after shipping.

Note: Items returned without approval, or in unacceptable condition, may not be refunded.

To help us process your return efficiently, please retain original packaging and shipping labels. Send a copy of the shipping receipt and tracking number via email once shipped.

Avoid using express couriers (e.g. DHL, FedEx) to minimize import duties.

Refusing delivery due to import fees may result in return charges being deducted from your refund.

REFUNDS POLICY

Once your return is received and inspected, we’ll email you confirmation and approval status. If approved:

  • Refunds will be issued to your original payment method
  • For credit card payments, please allow 5–10 business days for your bank to process the refund
  • For other refund methods, please allow up to 14 days

Store Credit or Gift Card Refunds

Credited within 1 business day after confirmation.

Late or Missing Refunds

If you haven’t received your refund:

  1. Recheck your bank or credit card account
  2. Contact your card provider
  3. Contact your bank (some take time to post transactions)

Still missing? Contact us at: hello@flyachilles.com

Sale Items

Only regular-priced items are refundable. Sale items are final sale.

Exchanges

We replace items if they are defective or damaged. For exchanges, email us at: hello@flyachilles.com

Gifts

If marked as a gift and shipped directly to you, you'll receive store credit upon return. Otherwise, the refund goes to the original purchaser.

Shipping Over $75?

We recommend using a trackable service or purchasing shipping insurance. We cannot guarantee receipt of returns without tracking.

Contact

Email: hello@flyachilles.com
Phone: 888-373-1666