Refund policy

Returns & Refunds Policy

Last updated: 14/11/2025

1. Overview

This Returns & Refunds Policy explains how The Air-Craft Company handles returns, exchanges, and refunds for purchases made through our website.
Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected.

2. Returns Eligibility

We want you to be happy with your purchase. You may return most standard products within 14 days of receiving them, provided they are:

  • Unused

  • In original packaging

  • In a resellable condition

The 14-day period begins the day after you receive the goods.

3. Items That Cannot Be Returned

Unless faulty or misdescribed, the following items are non-returnable:

  • Personalised or custom-made items

  • Perishable goods (e.g., food items in gift hampers)

  • Digital downloads

  • Items with hygiene considerations once opened (e.g., cosmetics, grooming products)

4. Faulty or Damaged Items

If you receive a faulty, damaged, or incorrect item:

  1. Contact us within 30 days of receipt

  2. Provide your order number and photos if applicable

We will offer a replacement, repair (where appropriate), or full refund in line with UK consumer law.

After 30 days, you may still be entitled to repair or replacement depending on the issue.

5. How to Return an Item

To start a return, please contact us at:
Email: theaircraftcompany.mail@gmail.com

We will provide instructions and (if applicable) a return authorisation number.

Return Shipping

  • Customers are responsible for return postage unless the item is faulty or we made an error.

  • We recommend using a tracked service, as we cannot be responsible for items lost in transit.

6. Refunds

Once we receive and inspect your returned item, we will notify you.
Approved refunds will be issued to your original payment method within 14 days.

Refunds will include:

  • The cost of the product

  • Standard delivery charges (if returning the entire order under your right to cancel)

Refunds will not include:

  • Upgraded delivery costs (e.g., Express/Next Day)

We cannot process a refund if the returned item shows signs of use, damage, or missing packaging not caused by us.

7. Exchanges

If you would like to exchange an item (for example, for a different colour or style), please contact us first.
Exchanges are subject to stock availability.

Exchanges for personalised items are only available where the product is faulty.

8. Late or Missing Refunds

If you haven’t received your refund after 14 days of our confirmation:

  1. Check your bank or card provider

  2. Contact your payment provider directly

  3. Contact us at [Email] if still unresolved

9. Gifts

If the item was marked as a gift at checkout and sent directly to the recipient, refunds may only be issued to the original purchaser.
Alternatively, we may provide store credit to the recipient if agreed in advance.

10. Return Address

Return address will be provided upon receipt of return request and authorisation

11. Contact Us

If you have any questions about returns or refunds, please contact our team:
Email: theaircraftcompany.mail@gmail.com