Refund policy

Return and Refund Policy

Last updated: 16 October 2026

At Flak & Track, we want you to be happy with your purchase. This policy explains how cancellations, returns, faulty or damaged products, and refunds are handled.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Your right to cancel an order

If you are a consumer purchasing online in the United Kingdom, you will normally have the right to cancel your order for any reason within 14 days after receiving your goods.

If your order contains several items delivered separately, the 14-day cancellation period normally begins when you receive the final item.

After telling us that you wish to cancel, you will normally have a further 14 days to return the goods.

To exercise your right to cancel, email flaktrackstore@gmail.com with your order number and a clear statement that you wish to cancel your order. You do not have to give a reason.

You may use the cancellation form at the end of this policy, but you do not have to.

Some products may be exempt from the statutory right to cancel, including genuinely personalised or custom-made goods produced to a consumer's specifications. Products made to order are not automatically exempt simply because they are made after an order is placed.

2. How to arrange a return

Please contact us before sending any product back.

Email flaktrackstore@gmail.com and include:

- Your order number.
- The product you wish to return.
- Whether you are cancelling your purchase or reporting a problem with the product.

We will provide the appropriate return instructions and destination for your order. Our products are fulfilled through Printful, and return arrangements can vary depending on the product and fulfilment location.

Please do not assume that the address printed on a parcel or found online is the correct destination for your return. Contact us first so we can guide you.

Please package the item securely and keep your proof of postage. Contacting us first does not remove or shorten any statutory cancellation or return deadline.

3. Return postage

For a change-of-mind cancellation under the statutory cancellation period, you are responsible for the direct cost of returning the goods where we have informed you of this responsibility before you place your order and the law permits this.

If an item is faulty, damaged, misprinted, incorrect or otherwise does not conform to the contract, you will not be required to bear return costs for which we are legally responsible.

Where a statutory refund of delivery charges is due, we will refund the cost of our least expensive standard delivery option. If you selected a more expensive delivery option, we are not required to refund the additional cost of that upgrade.

4. Faulty, damaged, misprinted or incorrect products

We want every order to arrive as expected. If your product arrives damaged, faulty, misprinted or different from what you ordered, please email flaktrackstore@gmail.com.

Please include:

- Your order number.
- A description of the problem.
- Clear photographs of the product and any damage, where possible.

Please keep the product and its packaging until we have advised you what to do next.

We use Printful as our fulfilment partner and may need to work with them to investigate a problem. This does not remove our responsibility to you as the seller.

We will assess the issue and provide the remedy required by applicable consumer law. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

Please contact us promptly when a problem arises. Any claim deadlines imposed by our fulfilment partner do not limit your statutory rights against Flak & Track.

5. Products that cannot be returned under the change-of-mind cancellation right

The statutory cancellation right does not apply to every type of product. Relevant exceptions may include genuinely personalised or custom-made goods produced to your specifications.

However, the fact that a product is made to order, printed after purchase or fulfilled by a third party does not, by itself, remove your cancellation rights.

These exceptions do not remove any rights you may have if goods are faulty, damaged, incorrect or otherwise fail to meet the requirements of consumer law.

6. Exchanges

We do not guarantee direct exchanges for change-of-mind reasons, such as choosing a different size, colour or design. You may be able to place a new order instead.

This does not affect your statutory cancellation rights or your rights if a product is faulty, damaged, incorrect or otherwise does not conform to the contract.

Please check product descriptions and size information carefully before ordering.

7. Refunds

Where a refund is due, it will normally be made using the original payment method unless we agree otherwise. We will not charge a fee for processing a statutory refund.

For a statutory cancellation, we will refund the relevant payments within the legally required timeframe. We may withhold the refund until we receive the goods back or you provide evidence that you have sent them back, whichever happens first.

Where the law allows a deduction for a reduction in the value of goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning, that deduction may apply.

For faulty or non-conforming goods, the timing and amount of any refund will depend on the applicable statutory remedy and circumstances.

You will receive confirmation when your refund has been processed. The time taken for the funds to appear in your account may depend on your bank or payment provider.

8. Lost or delayed orders

If your order has not arrived within the expected delivery period, email flaktrackstore@gmail.com with your order number.

We will investigate the issue with our fulfilment and delivery partners and explain the available next steps. Estimated delivery dates are not guaranteed unless expressly stated otherwise, and nothing in this section limits your statutory rights.

9. Contact us

For cancellations, returns, faulty products or refund enquiries, contact:

Flak & Track
Email: flaktrackstore@gmail.com

Please include your order number in your message so we can assist you efficiently.

10. Model cancellation form

You may use the following form to cancel an order within the applicable statutory cancellation period. Using this form is optional.

To: Flak & Track, flaktrackstore@gmail.com

I hereby give notice that I cancel my contract of sale for the following goods:

- Order number:
- Goods ordered:
- Date ordered:
- Date received:
- Consumer's name:
- Consumer's address:
- Date of cancellation notice:

Please send the completed form by email to flaktrackstore@gmail.com.