Politique de remboursement
TheFlightWall Return Policy
We want you to be completely satisfied with your purchase. If you need to make a return, please review the guidelines below to determine which return process applies to you.
If your issue can be resolved without returning the product, we'll always try that first. Our support team is happy to help troubleshoot setup or software issues before starting a return or replacement and will work with you to find the most appropriate resolution.
To start any return, please contact our support team before sending your product back. Returns sent without prior authorization may experience processing delays.
TheFlightWall US Return Policy
1. Damaged or Defective Items
If your product arrives damaged or develops a manufacturing defect within 30 days of delivery, we will make it right at no cost to you.
- Eligibility: You may return damaged or broken items within 30 days of the delivery date.
- Shipping Cost: Free. We will provide a prepaid shipping label.
- Resolution: You may choose a full refund or a replacement item.
- Issues Covered (but not limited to): Damaged screens, device will not power on despite correct voltage, device does not broadcast its Wi-Fi network, manufacturing defects affecting normal operation
- Refund Timing (if chosen): Refunds are typically processed by us within 3–5 business days. Depending on your payment provider, it may take additional time for the funds to appear in your account.
2. Standard Returns (Change of Mind / Functional Items)
If you simply changed your mind or the product isn't the right fit, you may still return it provided it is in working condition.
- Eligibility: Returns are accepted within 10 days of the delivery date.
- Condition: The product must be fully functional, free from customer-caused damage, and include all original accessories. It must also be returned in its original packaging.
- Shipping Cost: Free. We will provide a prepaid shipping label.
- Restocking Fee: A $10 USD restocking fee will be deducted from the final refund amount.
- Refund Amount: The refund will include the purchase price of the device and any taxes collected by TheFlightWall at the time of purchase, less any applicable restocking fee.
- Refund Timing: Refunds are typically processed by us within 3–5 business days. Depending on your payment provider, it may take additional time for the funds to appear in your account.
3. Delivered but Missing Packages
If your package is marked as delivered but cannot be located, you must report it to us within 2 weeks of the shipping company’s stated delivery date. Please contact our support team at contact@theflightwall.com to receive assistance.
We may ask you to verify your shipping address, check with household members, building staff or neighbors before we can determine the appropriate resolution.
TheFlightWall International Return Policy (Outside US)
1. Damaged or Defective Items
If your product arrives damaged or develops a manufacturing defect within 30 days of delivery, we will make it right at no cost to you.
- Eligibility: You may return damaged or broken items within 30 days of the delivery date.
- Return Address: Items must be returned to the correct regional return address. We will supply this address in the response email when you reach out to our contact email found below.
- Resolution: You may choose a full refund or a replacement item.
- Issues Covered (but not limited to): Damaged screens, device will not power on despite correct voltage, device does not broadcast its Wi-Fi network, manufacturing defects affecting normal operation
- Because return shipping methods and import regulations vary by country, our support team will provide return instructions and explain any applicable shipping or refund details on a case-by-case basis. Please contact our support team at contact@theflightwall.com and include photos of the issue so we can assist you.
- Refund Timing (if chosen): Refunds are typically processed by us within 3–5 business days. Depending on your payment provider, it may take additional time for the funds to appear in your account.
2. Standard Returns (Change of Mind / Functional Items)
If you simply changed your mind or the product isn't the right fit, you may still return it provided it is in working condition.
- Eligibility: Returns are accepted within 14 days of the delivery date.
- Condition: The product must be fully functional, free from customer-caused damage, and include all original accessories. It must also be returned in its original packaging.
- Return Address: Items must be returned to the correct regional return address. We will supply this address in the response email when you reach out to our contact email found below.
- Shipping Cost: Customer is responsible for the return shipping cost.
- Restocking Fee: Where permitted by applicable law, a $10 USD restocking fee (converted to the purchasing currency) will be deducted from the refund amount.
- Refund Amount: The refund will include the purchase price of the device and any taxes or VAT collected by TheFlightWall at the time of purchase, less any applicable restocking fee.
- Refund Timing: Refunds are typically processed by us within 3–5 business days. Depending on your payment provider, it may take additional time for the funds to appear in your account.
3. Delivered but Missing Packages
If your package is marked as delivered but cannot be located, you must report it to us within 2 weeks of the shipping company’s stated delivery date. Please contact our support team at contact@theflightwall.com to receive assistance.
We may ask you to verify your shipping address, check with household members, building staff or neighbors before we can determine the appropriate resolution.
How to Start a Return - USA
To initiate your return, please follow these steps:
- Contact Us: Email us at contact@theflightwall.com
- Provide Details: Provide your Order Number and the reason for the return (e.g., “Arrived Broken” or “Changed Mind”) along with photos (if applicable).
- Receive Label:
- We will email you a free prepaid shipping label. This label includes tracking, which we use to monitor the progress of your return.
- Pack & Ship: Securely pack the item, drop it off at the designated carrier and notify us when that step has been completed. Once we receive and inspect the return, your refund will be processed.
How to Start a Return – International
To initiate your return, please follow these steps:
- Contact Us: Email us at contact@theflightwall.com
- Provide Details: Provide your Order Number and the reason for the return (e.g., “Arrived Broken” or “Changed Mind”) along with photos (if applicable).
- Label: Our customer support team will email you the best address to return your device to. Please send a photo of your return label or tracking receipt so the progress of your return can be monitored.
- Pack & Ship: Securely pack the item and drop it off at the designated carrier. Once we receive notification through your shipping code that your device/s have been returned, your refund will be processed.
This policy does not cover damage resulting from misuse, accidents, unauthorized modifications, improper installation, or excessive cosmetic damage beyond normal handling.
Nothing in this policy limits or replaces any statutory consumer rights that may apply in your country or region.