Refund policy
Refund and Return Policy
Last updated: October 2026
Please read this policy in full before you order. By placing an order with FreedomWings you confirm that you have read, understood and agreed to everything below. If you do not agree, please do not place an order.
1. Every order is a pre-order
Every FreedomWings is sold on pre-order and your order starts being prepared as soon as it is placed. Because of this, we are unable to cancel, change or refund an order once it has been placed, including in the minutes immediately after checkout. Please double check your order, your quantity and your shipping address before you pay.
2. All sales are final
All sales are final. We do not offer refunds, exchanges or store credit for change of mind, for ordering by mistake, for ordering the wrong quantity, for no longer wanting the item, for an item not arriving by a specific date or event, for not reading the pre-order notice, for impatience with the stated 2 to 4 week delivery estimate, or for any reason other than the item arriving damaged, broken or faulty as described in sections 5 and 6.
3. The product may look different in person
Our marketing photos and videos are produced to show the product at its best. The actual product may differ slightly in colour, shade, stitching detail, proportions, materials and finish from what appears in our photos, videos and advertising. By ordering you acknowledge and accept that the item you receive may look a bit different in person compared to our marketing content, and that these differences are not a defect and do not qualify for a refund, return or exchange.
4. Delivery times and delays
Every FreedomWings is sold on pre-order. The estimated delivery time of 2 to 4 weeks from purchase is clearly stated in the pre-order notice on the product page, and is repeated here. By placing an order you confirm that you have read and accepted the pre-order notice and the 2 to 4 week estimate. Not reading the pre-order notice, not noticing the estimated delivery time, or becoming impatient while your order is within the stated 2 to 4 week window is not grounds for a refund, cancellation, exchange or chargeback. Refund requests made on those grounds will be declined.
We do not guarantee delivery by any date, holiday or event, including holidays or rides you have planned. Preparation and shipping times are estimates only and can be affected by order volume, customs, carrier delays, weather and other factors outside our control. By ordering you acknowledge that delays may occur and you agree to accept them. A delay, however long, is not grounds for a refund, cancellation or chargeback. Once your order has shipped you will receive a tracking number by email, and any delivery questions after that point should be raised with the carrier using that tracking number.
5. Optional 30-Day Money-Back Guarantee (checkout add-on)
The 30-Day Money-Back Guarantee is an optional add-on offered at checkout. It covers damaged, broken or unusable items only. If you added it and it appears on your receipt, you are covered for 30 days from the delivery date shown on your tracking (instead of the standard 48 hours in section 6) if your item:
- arrives damaged or broken, or
- stops working or becomes unusable through no fault of your own.
To claim, contact us through our Contact page within those 30 days with your order number and clear photos or a video showing the problem. If the claim is confirmed, we will refund the item price or send a replacement.
The guarantee does not cover delivery delays, change of mind, regret, ordering by mistake, or damage caused by misuse, pets, wear and tear or weather. The add-on fee itself is non-refundable.
6. Damaged or faulty items
If your item arrives damaged or faulty, to make a claim:
- Contact us within 48 hours of the delivery date shown on your tracking.
- Include your order number, a clear photo of the shipping box and label, and clear photos or a video showing the damage or the fault.
- Do not throw away any packaging until your claim is resolved.
If the damage or fault is confirmed, we will, at our choice, send a replacement or refund you. Claims made after 48 hours of delivery, claims without proof, and claims for issues caused by misuse, wear and tear or weather are not covered.
7. Unopened returns
If you have received your item and it is still completely unopened and unused, in its original sealed packaging, you may contact us within 7 days of delivery to request a return. Returns must be approved by us in writing before you send anything back. Return shipping is paid by the customer, items must arrive back to us in unopened, resalable condition, and a restocking fee of 20% will be deducted from any refund. Opened or used items cannot be returned under this section for hygiene reasons.
8. Wrong address, failed delivery and refused parcels
You are responsible for entering a correct and complete shipping address. Orders shipped to an address you entered incorrectly, parcels returned to us as undeliverable, and parcels that are refused or uncollected are not eligible for a refund. If a parcel is returned to us, reshipping is at the customer’s expense.
9. Chargebacks and payment disputes
If you have any problem with your order, please contact us first. We respond to every message and we resolve genuine damaged or faulty item claims. Filing a chargeback or payment dispute instead of contacting us, filing one while your order is being prepared or in transit, filing one because you did not read the pre-order notice or because your order is still within the stated 2 to 4 week delivery window, or filing one for a reason excluded by this policy, is a breach of this agreement. We respond to every dispute with the full order record, including this policy, your tracking history and all communication, and we reserve the right to refuse future orders from customers who file disputes in bad faith.
10. Order modifications
Because preparation starts immediately, we cannot modify an order after it is placed. This includes changing the quantity or the shipping address. If you need to reach us about an order, do so before you place it.
11. Contact
For damaged or faulty item claims, or any other questions about your order, please reach us through the Contact page of our website and include your order number in your message. We aim to respond within 1 to 2 business days.