Refund and Returns 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

  • 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

  • Credit card refunds may take 5–10 business days

  • Other refund methods may take 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 banks delay posting)
    If still unresolved, please 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. Contact: hello@flyachilles.com

Gifts
If marked as a gift and shipped to you directly, you’ll receive store credit. Otherwise, refunds go to the original purchaser.

Shipping Over $75?
We recommend using a trackable service or shipping insurance. We are not responsible for returns lost in transit without tracking.

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