Returns & Refund Policy

Last updated: 19 July 2026

We want you to be satisfied with your purchase from Cockpit.ae. Please read this policy before placing an order.

Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.

1. Returns for Standard Products

You may request a return of a standard, non-customised product within 14 calendar days of delivery.

To qualify for a change-of-mind return, the product must:

  • Be unused, unmounted, uncut and unaltered
  • Be free from tears, creases, stains, adhesive or other damage
  • Be returned with its original packaging where reasonably possible
  • Include your order number or proof of purchase
  • Not be a customised or personalised product

You may carefully open and inspect the poster, but it must remain in a condition suitable for resale.

Please contact us before returning any product. Products sent without return instructions may be delayed or refused where permitted by law.

2. Custom and Personalised Products

Customised or personalised products cannot be returned or refunded simply because you changed your mind.

This includes products made with:

  • Custom dimensions or scale
  • Aircraft registration details
  • Personalised names, logos or labels
  • Customer-requested panel arrangements
  • Simulator-specific layouts
  • Other customer-approved modifications

Custom products remain eligible for a remedy when they arrive damaged, defective, incorrectly produced or materially different from the approved order.

Please carefully check all dimensions, spelling, registration details, layouts and design proofs before approving a custom order.

We are not responsible for an error that appeared in the information or design approved by the customer, unless we failed to follow the approved design.

3. Order Cancellations

Please contact us immediately if you need to cancel an order.

A standard order may be cancelled only if it has not entered production or been dispatched. Because orders may be processed quickly, cancellation cannot be guaranteed.

A custom order cannot normally be cancelled after:

  • Design work has started
  • A design proof has been approved
  • Printing or production has started
  • Custom materials or services have been ordered

When cancellation is possible, the refund will be returned to the original payment method.

This section does not affect any cancellation rights that apply under mandatory law.

4. Damaged, Defective or Incorrect Orders

Please contact us as soon as possible if your order:

  • Arrives damaged
  • Contains a printing or production defect
  • Is incomplete
  • Is different from the product ordered
  • Is materially different from its website description

Please provide:

  • Your order number
  • A description of the problem
  • Clear photographs of the complete product
  • Close-up photographs showing the damage or defect
  • Photographs of the packaging and shipping label when delivery damage has occurred

Reporting visible shipping damage within 48 hours helps us submit a claim to the courier.

Failing to report the issue within 48 hours does not remove any mandatory consumer rights you may have.

Please keep the product and all packaging until we complete our assessment.

After reviewing the claim, we may offer an appropriate remedy, such as:

  • A replacement
  • A reprint
  • A full or partial refund
  • Another remedy required by applicable law

When the mistake, damage or defect is our responsibility, we will cover reasonable return or replacement shipping costs where a return is required.

5. What Is Not Considered a Defect?

The following will not normally be considered product defects:

  • Minor colour differences caused by screens, lighting or printing processes
  • Normal printing, cutting or dimensional tolerances
  • Temporary curling caused by rolled shipping
  • Damage caused while opening the package
  • Damage caused by incorrect handling, mounting, trimming or installation
  • Damage caused by tape, adhesive, pins, frames or mounting materials
  • Damage caused by moisture, heat, direct sunlight or improper storage
  • Selecting the wrong aircraft, configuration, size or scale
  • Features or variations clearly shown or explained on the product page

These exclusions do not apply when the product is materially different from its description or does not meet mandatory legal requirements.

Customers should check the listed measurements and measure their available wall or simulator space before ordering.

6. Return Shipping

For an approved change-of-mind return:

  • The customer is responsible for return shipping costs
  • The customer must use secure packaging
  • We recommend using a tracked shipping service
  • The customer remains responsible for the product until it reaches us
  • Original standard or express delivery charges are not normally refundable

When a return is required because we supplied a damaged, defective, incomplete or incorrect product, we will cover reasonable return shipping costs where required.

Do not send an item to our office, printer or warehouse until we provide the correct return address and instructions.

7. Returned Products and Inspection

We will inspect returned products after receiving them.

A change-of-mind return may be refused, or the refund may be reasonably reduced where permitted by law, if the product:

  • Has been used, mounted, cut or altered
  • Has been damaged after delivery
  • Is missing parts
  • Was not packaged safely for return
  • Has lost value because it was handled beyond what was necessary to inspect it

We will contact you when the return has been reviewed.

8. Refund Processing

Approved refunds will normally be processed within 10 working days after the returned product has been received and inspected.

Refunds will be issued to the original payment method.

Banks and payment providers may require additional time to show the refund in your account.

We refund the amount charged by Cockpit.ae. We are not responsible for differences caused by:

  • Currency exchange-rate changes
  • Foreign transaction charges
  • Bank charges
  • Payment-provider charges that were not collected by us

Your statutory rights remain unaffected.

9. Shipping Charges, Customs Duties and Taxes

Original shipping charges are refundable only when:

  • The return results from our mistake
  • The product is damaged, defective, incomplete or incorrect
  • Applicable law requires the shipping charge to be refunded

Import duties, customs charges and local taxes paid directly to authorities or couriers cannot normally be refunded by Cockpit.ae.

Customers may need to request reimbursement directly from the relevant authority.

10. Refused and Undeliverable Shipments

Customers are responsible for providing a complete and accurate delivery address and for responding to courier or customs requests.

When an order is returned because of:

  • An incorrect or incomplete address
  • Repeated unsuccessful delivery attempts
  • Failure to respond to the courier
  • Failure to pay applicable import charges
  • Refusal to accept delivery without a valid product-related reason

We may refund the eligible product value after the order is returned and inspected.

Actual outbound shipping, return shipping, customs charges and other costs incurred may be deducted where permitted by law.

Customised products returned for these reasons may not be refundable unless required by applicable law.

11. Delivery Delays

Delivery times shown on our website are estimates and are not guaranteed delivery dates.

Courier delays, customs processing, weather, public holidays and other circumstances outside our reasonable control may affect delivery.

Please contact us if an order is significantly delayed.

If the delay means the product can no longer reasonably be used for its intended time-sensitive purpose, we will review the available remedy in accordance with the order terms and applicable law.

12. Lost Orders

An order is not considered lost simply because its estimated delivery date has passed.

We may ask the courier to investigate before issuing a replacement or refund.

When the courier confirms that a shipment is lost, we will offer an appropriate replacement or refund.

We are not responsible for a shipment confirmed as delivered to the address supplied at checkout, unless evidence shows a delivery problem for which we or the courier are responsible.

13. Exchanges

For standard products, please contact us to ask whether an exchange is available.

The customer will normally pay return shipping and shipping for the replacement when the exchange is requested because the wrong aircraft model, configuration, size or scale was selected.

Defective or incorrect products will be replaced without additional product or standard shipping charges where appropriate.

14. Return Abuse and Fraudulent Claims

We reserve the right to investigate and refuse claims involving suspected fraud, altered evidence, deliberate product damage, repeated return abuse or false statements, where permitted by law.

This does not affect legitimate consumer complaints or mandatory legal rights.

15. Contact Us

To request a cancellation, return, replacement or refund, contact:

Email: info@cockpit.ae

Please include your order number and a clear explanation of your request.