Refund, Returns & Cancellation Policy – FlightModsUK

Effective Date: 01 May 2026

This Refund, Returns & Cancellation Policy (“Policy”) applies to purchases made from FlightModsUK through our website and authorised sales channels, subject to any additional mandatory rights or marketplace requirements.

By placing an order, customers acknowledge the terms applicable to their purchase. This Policy forms part of our terms of sale where it has been made available before the contract is concluded.

Nothing in this Policy excludes, restricts or overrides any statutory consumer rights.

1. Nature of Our Products

FlightModsUK specialises in 3D-printed products and components for flight simulation and home cockpit installations.

Our products are manufactured using additive manufacturing (3D printing), with items generally produced after an order has been received rather than held as finished stock.

Made-to-Order and Custom Products

Our products fall into two main categories:

Standard Made-to-Order Products

Products manufactured after purchase using our existing designs, dimensions and standard product options.

These products may remain subject to statutory distance-selling cancellation rights, even where manufacturing has already commenced.

Bespoke and Personalised Products

Products specifically manufactured or substantially modified to individual customer specifications, including custom measurements, unique designs, personalised features or alterations not offered as standard catalogue options.

Where a product qualifies as genuinely bespoke or clearly personalised under Regulation 28 of the Consumer Contracts Regulations 2013, the standard 14-day change-of-mind cancellation right does not apply.

Any applicable cancellation exclusions will be communicated before purchase.

3D Printing Characteristics

Due to the nature of additive manufacturing, products may display minor characteristics including:

• Visible layer lines or slight surface texture.

• Minor variations in colour or finish.

• Small dimensional variations within reasonable manufacturing tolerances.

• Minor cosmetic differences arising from the printing process.

These characteristics are generally normal features of 3D printing and do not automatically constitute manufacturing defects.

However, products must remain of satisfactory quality, fit for purpose and as described under applicable consumer legislation.

2. Production Times and Order Processing

All products are manufactured according to our production schedule and existing order commitments.

Our standard production timeframe is generally up to 8 weeks, depending on order size, complexity, demand and material availability.

We aim to dispatch orders sooner wherever possible.

Any production or delivery estimate supplied at checkout or agreed with a customer will be respected in accordance with applicable law.

Production Queue

Once an order has been accepted, it may be allocated to our production queue and materials may be reserved or manufacturing commenced.

Orders are normally processed in the order received, subject to production requirements and any expedited manufacturing services purchased.

Expedited Production

Where available, customers may purchase an expedited production service with a target production period of 7 working days.

This service prioritises manufacturing but does not guarantee a particular delivery date unless expressly agreed.

Delays

Where a significant production or delivery delay occurs, FlightModsUK will endeavour to inform affected customers.

If we cannot meet an agreed delivery deadline, customers will retain their applicable rights under the Consumer Rights Act 2015.

3. Order Cancellations

Our Two-Hour Cancellation Window

FlightModsUK offers customers an initial 2-hour cancellation window following order placement.

Customers wishing to cancel should contact us as soon as possible at enquiries@flightmodsuk.co.uk, quoting their order number.

Cancellation requests received within this period will normally be accepted, provided the order has not already been dispatched.

This voluntary cancellation arrangement does not replace any statutory cancellation rights.

Bespoke and Personalised Orders

For goods genuinely manufactured to an individual customer’s specifications or clearly personalised, the statutory 14-day change-of-mind cancellation right does not apply where the legal exemption is satisfied.

After the initial voluntary cancellation window, requests to cancel these orders may be refused, particularly where design work, material preparation or production has commenced.

Where FlightModsUK agrees to a discretionary cancellation, any proposed deduction for reasonable work or costs already incurred will be explained and agreed with the customer, subject to applicable law.

Standard Made-to-Order Products

For standard catalogue products that do not qualify for a statutory cancellation exemption, eligible consumers retain the right to cancel within the applicable 14-day cancellation period.

For most eligible goods purchased online, this period ends 14 days after the customer, or a nominated recipient, receives the goods.

Customers must notify FlightModsUK of their decision to cancel within the applicable period and return the goods within 14 days of notifying us, unless otherwise agreed.

The customer may use the cancellation form provided in Section 11, although use of that form is not compulsory.

Orders Already in Production

The fact that an order has entered the production queue or commenced printing does not, by itself, remove statutory cancellation rights where those rights apply.

4. Damaged, Faulty, Incorrect or Missing Goods

FlightModsUK aims to ensure that all products are manufactured, checked and packaged appropriately before dispatch.

Under the Consumer Rights Act 2015, customers are entitled to receive goods that are:

• Of satisfactory quality.

• Fit for their intended purpose, where applicable.

• As described.

• Supplied in accordance with the agreed specification.

Reporting an Issue

Customers are requested to inspect their orders promptly upon delivery.

Where goods arrive damaged, faulty, incorrect or incomplete, please notify us as soon as possible, preferably within 48 hours of delivery.

This requested reporting period helps us investigate courier damage and resolve issues promptly. It is not a deadline that removes statutory consumer rights.

Customers should provide, where reasonably available:

• Their order number.

• A description of the problem.

• Photographs showing the affected product.

• Photographs of the outer packaging and shipping label where transit damage is suspected.

• Details of any missing or incorrectly supplied components.

Inspection and Resolution

FlightModsUK may request additional information or arrange inspection of a product where reasonably necessary to establish the nature of a reported issue.

Where a product is confirmed to be faulty, damaged, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

Where a return is necessary to resolve a confirmed fault or incorrect supply, FlightModsUK will arrange or reimburse reasonable return shipping costs as required by law.

Replacement Items

Replacement products are subject to the same applicable statutory rights as original purchases.

Customers should report any issue with a replacement item as soon as reasonably possible.

Damage Caused After Delivery

FlightModsUK is not responsible for faults or damage caused by customer misuse, accidental damage, improper installation, unauthorised modification or normal wear and tear, except where applicable law provides otherwise.

5. Shipping Compensation & Enhanced Protection

FlightModsUK uses established shipping and courier services for the delivery of customer orders.

Standard shipping services may include carrier compensation of up to £50 per shipment in the event of loss or damage during transit.

The precise amount of carrier compensation depends on the shipping service selected and the courier’s applicable terms, conditions and exclusions.

Enhanced Shipping Protection

Customers placing orders valued at more than £50 are encouraged to contact FlightModsUK before dispatch to request a quotation for enhanced shipping protection.

Email: enquiries@flightmodsuk.co.uk

Enhanced shipping protection may be available at an additional cost depending on:

• The total value of the goods.

• Parcel dimensions and weight.

• Destination country.

• Courier service and applicable coverage limits.

Enhanced protection must be agreed and paid for before dispatch.

Where Enhanced Protection Is Not Purchased

If a customer does not request or purchase enhanced shipping protection, FlightModsUK may dispatch the order using its standard shipping service.

Where FlightModsUK contacts a customer offering enhanced protection and no response is received before the stated deadline, we may proceed with standard shipping.

In these circumstances, the courier’s applicable standard compensation limit, which may be up to £50, will apply.

Customer Acknowledgement

Customers may be required to acknowledge the standard carrier compensation arrangements and the availability of enhanced shipping protection during checkout.

This acknowledgement records that the customer has been informed of the available shipping options.

Important – Statutory Rights

The £50 limit applies only to compensation available from the courier. It does not limit the customer’s statutory rights or FlightModsUK’s legal responsibilities.

Where FlightModsUK arranges delivery to a consumer, the goods generally remain at our risk until they come into the physical possession of the customer or a person nominated by them.

An exception may apply where a customer independently commissions a carrier not offered by FlightModsUK.

Nothing in this section restricts a customer’s legal entitlement to a refund, replacement or other remedy where goods are lost or damaged before delivery.

6. Lost Parcels and Delivery Issues

All orders are dispatched using the shipping service selected or agreed for the order.

Tracking information will be provided where available.

Delayed Shipments

Delivery dates supplied by couriers are generally estimates unless a guaranteed service has been expressly agreed.

Customers should contact us if their parcel has not arrived within the expected delivery period.

We may contact the courier to investigate the delay and obtain further information.

Lost Parcels

Where a parcel is believed to be lost, FlightModsUK may initiate an investigation with the relevant courier.

Customers may be asked to provide information reasonably required to assist with the investigation.

A courier investigation does not remove or suspend any statutory right to a remedy where the goods have not been delivered within the legally required timeframe.

Where a parcel is confirmed lost, or the customer otherwise becomes legally entitled to a remedy for non-delivery, FlightModsUK will provide the appropriate refund or replacement in accordance with applicable law.

Attempted Deliveries

Customers are responsible for taking reasonable steps to receive deliveries and responding to courier collection or redelivery instructions.

Where a delivery attempt has been made, customers should follow the courier’s instructions or contact FlightModsUK for assistance.

An unsuccessful delivery attempt does not automatically constitute a completed delivery or remove statutory rights.

Additional costs caused by an unreasonable refusal of delivery or failure to follow reasonable collection instructions may be recoverable where lawful and appropriate.

7. Authorised Returns and Refunds

Customers should contact FlightModsUK before returning goods so that we can provide the appropriate return instructions.

Prior authorisation is requested to help identify and process returns, but it does not remove any statutory right to cancel or return goods.

Change-of-Mind Returns

Where a statutory change-of-mind cancellation right applies:

• Customers must notify us within the applicable cancellation period.

• Goods should be returned within 14 days of cancellation.

• Customers are responsible for the direct cost of returning goods where this was properly disclosed before purchase.

• Customers should take reasonable care of returned products.

Where legally permitted, a deduction may be made for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Faulty or Incorrect Goods

Where goods are faulty, damaged before delivery, incorrectly supplied or not as described, FlightModsUK will meet its legal obligations regarding return costs and remedies.

Return Packaging

Customers should package returned items securely to minimise the risk of damage.

We recommend using a tracked service and retaining proof of postage.

Responsibility for return transit will be determined according to the reason for the return and applicable law.

Refund Processing

Where a statutory cancellation refund is due, FlightModsUK will process it within the legally required timeframe.

For eligible change-of-mind cancellations, this will generally be within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.

Where applicable, refunds will include the original standard delivery charge. Additional charges for an enhanced delivery method chosen by the customer need not be refunded where permitted by law.

Refunds will normally be issued to the original payment method unless otherwise expressly agreed.

No refund administration fee will be imposed where prohibited by law.

8. Customs Charges, Import Duties & International Orders

Customers ordering goods for delivery outside the United Kingdom may be responsible for customs duties, import VAT, taxes, brokerage charges, handling fees and other import-related costs.

Unless expressly stated otherwise, these charges are not included in our product or shipping prices.

Where delivery is offered on a Delivered Duty Paid (DDP) basis, the charges included will be identified before purchase.

Customers are responsible for complying with applicable import requirements and providing accurate information reasonably necessary for customs clearance.

Refused or Unclaimed International Deliveries

Where a customer refuses delivery, fails to pay applicable import charges or does not respond to reasonable courier collection instructions, the shipment may be returned to FlightModsUK.

Where this occurs, we may contact the customer to discuss redelivery and any additional costs.

Any charges sought from the customer will be limited to amounts lawfully recoverable in the circumstances.

Refusal of delivery does not automatically remove statutory cancellation or refund rights where those rights apply.

Returned International Parcels

Where an undelivered parcel is returned to FlightModsUK, we will notify the customer using the contact information provided with the order.

Customers wishing to arrange redelivery may be required to pay reasonable additional shipping charges where legally appropriate.

Returned parcels will normally be held for 30 calendar days while we attempt to resolve the delivery arrangements.

Before any disposal of uncollected goods, we will provide appropriate notice and follow any applicable legal requirements.

FlightModsUK reserves the right to recover lawful and reasonable costs arising from a customer’s breach of their contractual obligations.

We will not automatically treat a customer’s payment or ownership rights as forfeited solely because a parcel remains unclaimed for 30 days.

International Consumer Rights

Customers purchasing from outside the United Kingdom may have additional mandatory consumer rights under the laws applicable to their location.

Nothing in this Policy excludes rights that cannot lawfully be excluded.

9. Customer Specifications and Product Compatibility

Customers ordering custom or modified products are responsible for providing accurate measurements, specifications and compatibility information.

Where customers provide dimensions or technical requirements, these should be supplied in millimetres unless otherwise agreed.

Customers should verify compatibility with their intended flight simulation equipment before approving a custom design.

Customer-Provided Measurements

Where a product is manufactured accurately according to customer-supplied measurements, FlightModsUK will not normally be responsible for incompatibility caused solely by incorrect information supplied by the customer, provided the goods otherwise meet applicable legal requirements.

Design Approval

Where a custom design, drawing or specification is submitted for customer approval, production may commence following confirmation.

Changes requested after approval may incur additional charges where agreed with the customer.

Third-Party Equipment

References to third-party manufacturers or equipment are provided to identify intended compatibility.

Unless expressly stated, FlightModsUK products are not manufactured, endorsed or officially approved by those third parties.

Customers should review the product description carefully and contact us before ordering if they are uncertain about compatibility.

Nothing in this section removes statutory rights where goods are incorrectly described or fail to meet an agreed specification.

10. Limitation of Liability

FlightModsUK will not be responsible for losses arising solely from improper installation, misuse, unauthorised modification or use of products outside their intended purpose, where such losses are not caused by a breach of our legal obligations.

To the extent permitted by applicable law, FlightModsUK excludes liability for indirect or consequential losses that are not reasonably foreseeable consequences of a breach of contract.

Nothing in this Policy excludes or limits liability for:

• Death or personal injury caused by negligence.

• Fraud or fraudulent misrepresentation.

• Breach of statutory consumer rights where exclusion is prohibited.

• Any other liability that cannot lawfully be excluded or restricted.

Any limitation of liability will apply only to the extent that it is lawful and fair under applicable consumer legislation.

11. Contacting FlightModsUK

For enquiries relating to cancellations, returns, damaged products, faulty items, missing shipments, delivery issues or this Policy, please contact:

FlightModsUK

Email: enquiries@flightmodsuk.co.uk

Website: https://flightmodsuk.co.uk

Normal Business Hours:

Monday to Friday, 08:00–16:00 UK time, excluding public holidays.

We aim to respond to customer enquiries within 24 business hours, although response times may vary during busy periods.

Please include your order number and a clear explanation of your enquiry. Photographs or supporting information may be requested where relevant.

Model Cancellation Form

For customers exercising an applicable statutory right to cancel, the following form may be used. Customers may also cancel by sending any other clear statement of their decision to us.

To: FlightModsUK – enquiries@flightmodsuk.co.uk

I hereby give notice that I cancel my contract for the following goods:

Order number:

Goods ordered:

Date ordered:

Date received:

Customer name:

Customer address:

Date of cancellation:

12. General Provisions

This Policy should be read alongside our product descriptions, checkout information, shipping information and other applicable terms of sale.

If any provision of this Policy is found to be invalid or unenforceable, the remaining provisions will continue to apply where legally permissible.

FlightModsUK may update this Policy periodically. Changes will apply prospectively and will not retrospectively remove rights or alter contractual terms already agreed with customers without a lawful basis.

Where a conflict exists between this Policy and mandatory consumer legislation, the applicable legislation will take precedence.

Nothing in this Policy affects your statutory consumer rights.