Refund policy
<h2>Refund & Returns Policy</h2>
<p>Every Plane Pads order is printed and shipped to order. We want you to be happy with what arrives, and we also need clear, fair rules about what happens once a parcel has left our facility. Please read this policy before ordering — placing an order means you accept these terms.</p>
<p>If you are shopping from <strong>Australia, the United Kingdom, or the European Union</strong>, please also read <strong>Section 10</strong>, which sets out additional rights you have by law. Where Section 10 gives you a stronger remedy than the general terms below, Section 10 applies.</p>
<h3>1. Before your order ships</h3>
<p><strong>Cancellations and changes.</strong> You may cancel or amend an order at no cost at any time before it enters production or is dispatched, whichever happens first. Email <a href="mailto:[YOUR EMAIL]">[YOUR EMAIL]</a> with your order number and we will action it if the order has not yet moved to production.</p>
<p>Once an order has entered production or been dispatched, it can no longer be cancelled, and the sections below apply instead.</p>
<h3>2. Change of mind after dispatch</h3>
<p>Our products are printed to order and are not restocked, so as a general rule <strong>we do not accept change-of-mind returns once an item has been shipped.</strong> This includes ordering the wrong size, colour or design, or simply no longer wanting the item.</p>
<p>Please double-check your selections and your shipping address at checkout. We cannot recover or refund parcels sent to an address entered incorrectly by the customer.</p>
<p><em>Customers in the UK and EU: you have a statutory 14-day right to cancel that overrides this section. See Sections 10.2 and 10.3.</em></p>
<h3>3. Items damaged in transit or faulty on arrival</h3>
<p>If your item arrives damaged, defective, or with a printing fault, contact us within <strong>14 days of delivery</strong> with the evidence listed in Section 6.</p>
<p>Where the evidence shows the item was damaged or faulty on arrival, we will provide, at your choice:</p>
<ul>
<li>a <strong>free replacement</strong> of the same item, or</li>
<li>a <strong>full refund</strong> of the item price and original shipping.</li>
</ul>
<p>You will not be asked to return the damaged item unless we specifically request it, in which case return postage is at our cost.</p>
<h3>4. Items not received</h3>
<p>If tracking shows your parcel has not moved or has not arrived, contact us with your order number and we will investigate with the carrier.</p>
<p>Claim windows for lost parcels:</p>
<ul>
<li><strong>Australia:</strong> open a claim no earlier than 10 business days after dispatch, and no later than 45 days after dispatch.</li>
<li><strong>International:</strong> open a claim no earlier than 30 calendar days after dispatch, and no later than 60 days after dispatch.</li>
</ul>
<p>These windows exist because carriers will not accept a lost-parcel claim before them, and will not accept one after them.</p>
<p><strong>Where tracking does not confirm delivery,</strong> we will send a free replacement or issue a full refund.</p>
<p><strong>Where tracking shows the parcel was marked delivered</strong> but you did not receive it, we ask that you first check with anyone else at the address, your building's mail room or reception, and your local depot, and lodge a missing-item report with the carrier. Where those checks are complete and the parcel is still missing, we will assess the claim under Section 5 — unless Section 10 applies to you, in which case we will provide a full replacement or refund.</p>
<h3>5. Goodwill resolutions for unclear or incomplete claims</h3>
<p>Not every claim can be resolved cleanly. Where a claim is made in good faith but the available evidence is <strong>partial, inconclusive, or contradicted by carrier records</strong> — for example where tracking shows a confirmed delivery to the correct address, where photographs are unclear or incomplete, or where the cause of damage cannot reasonably be determined — we may, at our discretion, offer a <strong>partial refund or store credit of between 25% and 50% of the item price</strong> as a goodwill resolution.</p>
<p>Please note:</p>
<ul>
<li>A goodwill offer is a compromise made to resolve a disputed claim. It is <strong>not</strong> an admission of fault by either party.</li>
<li>Accepting a goodwill refund or credit closes the claim in full and finally.</li>
<li>Where the evidence is clear, Sections 3 and 4 apply instead and a <strong>full</strong> remedy is provided. This section applies only to genuinely unclear cases.</li>
<li>Where no supporting evidence is provided at all, or a claim is made outside the timeframes in this policy, we may decline the claim.</li>
<li><strong>This section does not limit any right set out in Section 10.</strong> If you are covered by Section 10 and the law entitles you to a full remedy, you will receive one.</li>
</ul>
<p>Original shipping charges are not refunded on goodwill resolutions.</p>
<h3>6. What we need from you (evidence)</h3>
<p>To assess a claim quickly, please send the following to <a href="mailto:[YOUR EMAIL]">[YOUR EMAIL]</a>:</p>
<p><strong>For damaged or faulty items:</strong></p>
<ol>
<li>Your order number and the name on the order.</li>
<li>Clear, well-lit photographs of the damage or fault — one showing the whole item, one close-up of the affected area.</li>
<li>A photograph of the outer packaging, including any visible damage.</li>
<li>A photograph of the shipping label with the tracking number legible.</li>
<li>An unboxing video, if you have one. Not required, but it resolves claims fastest.</li>
</ol>
<p><strong>For items not received:</strong></p>
<ol>
<li>Your order number and the full delivery address as it should read.</li>
<li>Confirmation that you have checked with others at the address, reception or mail room, and your local depot.</li>
<li>The reference number of any missing-item report lodged with the carrier.</li>
<li>A short written statement confirming the item was not received.</li>
</ol>
<p>Please keep all packaging until your claim is resolved — carriers frequently require it for inspection, and claims can be refused without it.</p>
<h3>7. What is not covered</h3>
<p>We are unable to refund or replace items in the following cases:</p>
<ul>
<li>Damage caused after delivery, including normal wear, misuse, cleaning damage, or accidents.</li>
<li>Delivery failure caused by an incorrect or incomplete address supplied at checkout.</li>
<li>Parcels refused or left unclaimed by the recipient and returned to sender.</li>
<li>Minor variation in colour between an on-screen image and the printed product. Screens vary, and small differences in tone are inherent to printing.</li>
<li>Carrier delays. Delivery estimates are estimates, not guarantees.</li>
<li>Customs duties, import taxes and handling fees charged by the destination country, which remain the customer's responsibility.</li>
</ul>
<h3>8. How refunds are issued</h3>
<p>Approved refunds are issued to the original payment method only. Please allow <strong>5–10 business days</strong> after approval for funds to appear, depending on your bank or card issuer.</p>
<p>Store credit, where accepted in place of a refund, is issued within 1 business day and does not expire.</p>
<h3>9. Chargebacks</h3>
<p>If something is wrong with your order, please contact us first — we will always try to resolve it. Where a chargeback is raised before we have been given a reasonable opportunity to respond, we will supply the payment provider with the full order record, carrier tracking data and delivery confirmation.</p>
<h3>10. Your rights by region</h3>
<p>This section sets out rights you have by law. Nothing in Sections 1–9 excludes, restricts or modifies these rights, and where they give you a greater remedy than this policy, they prevail.</p>
<h3>10.1 Customers in Australia</h3>
<p>Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.</p>
<ul>
<li>If a product has a <strong>major failure</strong> — it is unsafe, significantly different from its description, or unfit for its normal purpose — you are entitled to choose a <strong>refund or a replacement</strong>, and to compensation for any other reasonably foreseeable loss or damage.</li>
<li>If the failure is <strong>minor</strong>, we are entitled to repair the item within a reasonable time. If we cannot or do not, you may then choose a refund or replacement.</li>
<li>Goods that are <strong>damaged in transit or never delivered</strong> have not met the consumer guarantees, and you are entitled to a full remedy. Section 5 does not reduce that entitlement.</li>
<li>Australian Consumer Law does <strong>not</strong> require a refund where you have simply changed your mind or ordered the wrong item, so Section 2 continues to apply to you.</li>
</ul>
<h3>10.2 Customers in the United Kingdom</h3>
<ul>
<li><strong>14-day right to cancel.</strong> Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order for any reason within 14 days of receiving it, and then have a further 14 days to return the goods. We will refund you within 14 days of receiving the goods back or receiving proof that you have sent them. The item must be returned in a resaleable condition, and you pay the cost of return postage.</li>
<li><strong>Risk in transit.</strong> Under section 29 of the Consumer Rights Act 2015, goods remain at our risk until they come into your physical possession. If your parcel is lost, stolen or damaged before it reaches you, we will replace it or refund you in full.</li>
<li><strong>Faulty goods.</strong> You have a 30-day short-term right to reject faulty goods for a full refund, and further rights to repair, replacement or a price reduction after that.</li>
</ul>
<h3>10.3 Customers in the European Union / EEA</h3>
<ul>
<li><strong>14-day right of withdrawal.</strong> Under the Consumer Rights Directive you may withdraw from your purchase for any reason within 14 days of receiving the goods, and then have a further 14 days to return them. We will refund the purchase price and standard outbound delivery within 14 days of receiving the goods back or proof of return. You pay the cost of return postage.</li>
<li><strong>Risk in transit.</strong> Risk passes to you only when the goods are physically delivered to you or to someone you have nominated. Parcels lost or damaged before delivery are our responsibility, and we will replace or refund them in full.</li>
<li><strong>Legal guarantee of conformity.</strong> You have a minimum two-year legal guarantee against goods that do not conform to the contract, at no cost to you.</li>
</ul>
<h3>10.4 Customers elsewhere</h3>
<p>Sections 1–9 apply in full, together with any mandatory consumer protection law in force where you live, which prevails over this policy to the extent of any inconsistency.</p>
<h3>11. Contact us</h3>
<p><strong>Plane Pads</strong><br>
Email: <a href="mailto:[YOUR EMAIL]">[YOUR EMAIL]</a><br>
Response time: within 1–2 business days</p>
<p>Please include your order number in the subject line so we can help you faster.</p>