Refund policy

1.1 Subject to the rights granted to you under applicable consumer protection legislation (including the Consumer Protection Act and the Electronic Communications and Transactions Act), Plane Pal does not offer refunds or exchanges except as set out below.

1.2 Faulty products. In the unlikely event that there is a fault with your purchase, Plane Pal will replace the product. Please complete the returns form within 7 days of delivery to report the fault and arrange return of the faulty item and delivery of a replacement.

1.3 Online orders - cooling-off period. If you ordered online, you may cancel your order and return the product within 7 days of delivery, in accordance with the Electronic Communications and Transactions Act. To qualify, the product must be unused and returned in its original, unopened packaging and in resalable condition. You are responsible for the cost of returning the product. Once we have received and inspected it, we will refund the purchase price to your original payment method.

1.4 Change of mind. Plane Pal does not accept returns or offer refunds where a product is no longer required, was ordered in error, or is returned because you have changed your mind, once the product has been opened, removed from its packaging, or inflated. Online orders within the cooling-off period in clause 1.3 are the only exception and remain subject to the conditions in that clause.

1.5 "Try Before You Fly". Our Try Before You Fly guidance is provided to help customers who have decided to keep their Plane Pal become confident using it before they travel. It is not a trial period, and practising inflation or deflation under this guidance does not create or extend any right to return the product or claim a refund on a change-of-mind basis.

1.6 Delivery timing. Under no circumstances will Plane Pal be liable or issue a refund if a product is not delivered in time for travel. Please allow ample time for delivery. The time frames quoted on this site are a guide only and can be affected by many factors.

1.7 Use declined by a third party. Under no circumstances will Plane Pal be liable or issue a refund if use of the product is declined by a third party (for example, your chosen airline, bus or train carrier). We recommend that you confirm acceptance prior to purchase.

1.8 Incorrect address. Please ensure you enter your address correctly, including any unit number. We take no responsibility for "return to sender" outcomes caused by non-collection or an incorrect address. The cost of re-sending will be the customer's responsibility.