Refund policy
| You have 14 days to return your item(s) in their original condition | You are responsible for all postage and packaging costs | Refunds can take up to 14 days to be processed | We recommend using a recorded delivery service |
Returns & Exchanges
We want you to be really happy with your purchase. In case you’re not, we’ll always do our best to sort it out for you.
Your Right to Cancel
You can cancel your order any time from placing it until 14 days after receiving your goods. Once cancelled, you have an additional 14 days to return the items.
For Christmas gifts ordered in December, this period is extended to 14 days after 25th December of the same year. If you wish to order a Christmas gift earlier and need the extended return period, please email us before placing your order to confirm if this can be arranged.
Your Right to a Refund
We aim to process your refund within 14 days of receiving the returned goods.
A deduction may apply if the value of the goods has decreased due to handling beyond what is necessary for inspection (as you would in a shop).
Please note, we do not refund delivery costs, even if your original order included free delivery. For UK orders, this can be up to £20 for large or high-value items, and may be higher for international orders.
Exemptions
You do not have the right to cancel in certain circumstances, including for:
- Media discs or software with a broken seal
- Perishable items
- Products with a purchase date entered (e.g. wings, reserves)
- Special order items
- Electronic goods*
- Tailor-made or personalised items (e.g. custom colours)
- Goods that have been mixed inseparably with other items after delivery
*Electronic items can only be returned under our goodwill policy if unopened, unused, and with the security seal intact (if applicable).
Returns
You are responsible for returning any items for a refund or exchange, including covering all shipping costs and customs charges. Please send returns to the Package deliveries, returns, and exchanges address below.
Exchanges
To exchange an item, please contact us within 14 days of receiving it to request an exchange. We’ll then agree on a suitable replacement.
The quickest way to exchange is to place a new order for the desired item through our website and return the original item as per our Returns and Exchanges policy.
You will be responsible for the postage and packaging costs for both returning the original item and receiving the replacement. Shipping costs for the replacement will be confirmed at checkout before you complete your order.
Faulty Goods
If you suspect your item is faulty, follow these steps to resolve the issue:
- Check First: Double-check the user manual and manufacturer’s website for guidance, especially for instruments. Many issues can be resolved with proper setup.
- Instrument Support: For instruments, contact the manufacturer directly—they know their products best and can provide the latest updates and solutions. Check the product page on our site or visit the manufacturer’s support section online.
- Other Items: For non-instrument items, email us at crew@flybubble.com for assistance.
If we confirm the item is faulty, return it in its original condition within 14 days of receiving it. If the item isn’t faulty, return shipping costs will apply.
Refunding the Cost of Delivery
If you are entitled to a refund, we will only refund the cost of the goods. Delivery costs will not be refunded, even if your initial order included free delivery. For UK orders, this may be up to £20 for large or high-value items, and may be higher for international orders.
Goods Must Be Received in Their Original Condition
We reserve the right to refuse refunds or exchanges, or offer a partial refund or exchange, for items that are returned damaged, soiled, incomplete, or with missing or damaged packaging.
Once we receive the returned item, we will inspect it as soon as possible. If everything is in order, we will issue a refund for the item, minus any shipping costs incurred.
Our Right to Refuse Non-Compliant Returns
We reserve the right to refuse refunds or exchanges, or offer only a partial refund or exchange, for items returned damaged, soiled, incomplete, or with missing or damaged packaging.
Your Statutory Rights
Our returns and exchanges policy does not affect your statutory rights.
Returning Items to Us
You are responsible for returning any items for a refund or exchange to us at the Delivery & Returns Address below. You will also cover the postage and packaging costs for sending replacement items, which must be paid in advance.
Please refer to the 'How do I return my item?' section below for instructions on returning items to us.
Returning an item
Send the item(s) for return to the package deliveries address below with:
1) The original invoice (or copy) showing invoice/order number, your full name and address.
2) A note of why you’re returning the item.
Package deliveries, returns and exchanges address
Please note: We are unable to accept any visits to either of our addresses. Only packages and signed deliveries to this address; no letters, invoices or normal post.
Flybubble Ltd
ASAP Ltd Unit 5-10
Caburn Enterprise Park
The Broyle
Ringmer
Lewes
East Sussex
BN8 5NP
United Kingdom
Your responsibilities
As well as those outlined above, and those required by law, by purchasing from our website you agree to the following responsibilities:
Returning Items to Us
You will be fully responsible for returning any items to us, including all postage and packaging costs involved. To ensure goods reach us you should use a recorded delivery service as we will only give refunds or exchanges for goods we actually receive.
Postage and Packaging Costs
You will also be responsible for all postage and packaging costs to send the replacement items to you for which you will have to pay for in advance.
If you have any queries, please email crew@flybubble.com.