We want you to be truly delighted with your purchase. In the unusual case that you are not, we’ll always do our best to sort it out for you.
Your Right to Cancel
You have a right to cancel an order for a full refund up to midnight on the 3rd business day after you have made a purchase with Fly+5. This is to accommodate the federal law that provides buyers with a “Cooling-Off Rule”. After this point, we will complete the process to place your order with the Brand and will no longer be able to offer a refund.
On occasion, the timeframe for Fly+5 to complete your order with the Brand(s) may take longer than 3 business days. In these instances, we will honor your request to cancel if we have not yet completed the process with the Brand(s) and issue a full refund. We will be happy to discuss the timeframe applying to your particular order with you with complete transparency.
Your Right to a Refund
Products and Goods
Because we do not hold stock (placing individual orders directly with the Brands as they are made), we cannot offer a refund once the gear order has been placed.
If you cancel before the order has been made with the Brand, then we will issue a refund in full. Please see details above under “Your Right to Cancel”.
Customers on an agreed payment plan may cancel their order after the order has been completed with the supplying Brand(s), but they will forfeit the initial deposit amount. All other monies outside of the initial deposit that have been made to Fly+5 will be refunded.
Refunds will be processed within 10 business days of us confirming the amount that will be returned to you and will be made in the form that the payment was made to Fly+5, unless otherwise agreed. Please allow 5–7 business days from the confirmation date for the amount owed for the funds to appear in your account, or the standard timeframe for the payment method that was used.
Faulty Goods and Warranties
Should your gear be received with a fault, please document the fault as soon as the product is received (including clear photographs of the issue) and pursue the manufacturer’s warranty process directly with the Brand. Fly+5 has relationships with all the Brands that we sell and will assist you in this process as far as possible to ensure that you have a satisfactory result.
Due to the rigorous testing and quality checks carried out by all the Brands that we provide, faults are exceptionally rare.
You can find the individual warranty, contact or support details for the Brands that we supply here:
Delivery Costs to Return a Faulty Product to a Brand
Should the Brand agree to replace your goods, it is you, the customer’s, responsibility to agree delivery arrangements and costs directly with the Brand.
Exemptions – Refunds or Exchanges on Fly+5 Branded Products
Fly+5 branded products (caps, clothing, accessories, stickers etc) can be refunded in full or exchanged up to 10 business days after purchase if returned in their original, resaleable condition. Where a Fly+5 branded item is found to be faulty, a refund or exchange will be available.
It is the responsibility of you, the customer, to return the item to us and you will be responsible for the postage and packaging costs to do so, if applicable.
We reserve the right to refuse non-compliant refunds and exchanges. For example, if a product has become damaged through improper use or standard wear and tear.
Gift Vouchers, Experiences, Lessons and Clinics
We do not give refunds under any circumstances for any paragliding lessons, paragliding clinics, paragliding tuition credit, tandem paraglider flights or gift vouchers. For more information, see items 15 and 16 (‘Paragliding Lessons, Clinics, Tandem Flights & Tuition Credit or Vouchers’ and ‘Gift Vouchers’, respectively) in our Terms and Conditions.
If You Have Any Other Questions
If you have any queries on this Refund Policy or on any items you have purchased that are not answered above, then please don’t hesitate to contact us.