Throughout this Cancellation and Shipping Policy, the terms "we", "us" and "our" refer to Flight Sounds Ltd.
Our Cancellation and Shipping Policy forms part of, and must be read in conjunction with our Terms of Service. We reserve the right to change this Cancellation and Shipping Policy at any time.
Orders and Cancellations
- All orders are final once placed. We do not offer cancellations or refunds except in accordance with our Returns and Refunds Policy.
- Please double-check your order before submitting. In the event of an error, contact us immediately to discuss potential solutions.
Customs, Duties and Taxes
Unless stated otherwise, all goods are shipped from New Zealand.
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You, the buyer, are responsible for paying any VAT, tariff, duty, taxes, handling fees, customs clearance charges, or any other import-related costs required by your country. Unless explicitly stated at checkout, we do not collect these fees and cannot estimate them.
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It is your responsibility to verify the customs duties, charges, and procedures in your country prior to placing your order. Contact your local postal or customs office if you are unsure.
- If applicable fees are refused or not paid within the required period, the shipment will be returned to us. Any refund issued will be reduced by original shipping costs, return freight charges, and applicable administrative expenses.
Shipping and Delivery
- We ship to the address exactly as entered by you. We are not responsible for incorrect shipping information.
- We do not ship directly to addresses within military base facilities unless arranged and confirmed by us in advance. Shipping to courier collection points outside military base perimeters is acceptable.
- We do not ship on third-party shipping accounts unless explicitly agreed in advance.
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We do not guarantee delivery dates or time frames. Listed delivery times are estimates only. Orders may take longer for some countries or during periods of high demand (e.g. Christmas) or during periods of disruption (e.g. natural disasters, conflict, public holidays etc). If you require delivery by a certain date, contact us in advance to verify availability.
- To reduce shipping costs, orders of 10+ units may not include retail packaging. Contact us prior to ordering if retail packaging is required.
Your Responsibilities
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Signing: You must ensure an authorised person is available to sign for delivery if required by the carrier.
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Contactability: You must remain available and contactable by the freight carrier throughout the delivery process, including for delivery scheduling, address queries, and collection of import duties and fees.
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Shipment monitoring: Once dispatched, you are responsible for monitoring your shipment using the tracking information provided.
We accept no responsibility for delivery failures, delays, missed deliveries, or additional charges arising from a failure to meet these responsibilities.
Lost, Damaged or Returned Shipments
- We are not responsible for shipments that are lost, misplaced, delayed, mis-delivered, or damaged by freight carriers after dispatch. However, we will liaise with the carrier to secure a refund where they are deemed accountable.
- We cannot be held responsible for lost or stolen packages where delivery confirmation exists to the address provided.
- If a delivery is unsuccessful and your order is returned to us, or a package is genuinely lost or mis-delivered, we are unable to provide a replacement or refund until (i) the freight carrier has completed a formal investigation (which may take 4 weeks or more), or (ii) we have received the returned items and confirmed they are in resalable condition.
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Original shipping costs are non-refundable for orders returned due to unsuccessful delivery.
