Return & Refund Information Guide

This generally means we do not issue refunds in most cases. We offer exchanges of products or a gift card of the same value for you to use on another purchase.

We have three acceptable reasons for returning a product to us, please ensure you read and understand the relevent information below before you send an item back to us. Any items we recieve that have not adhered to our Returns Policy will take much longer to process and may incur an admin fee to do so or cause the return to be rejected completely.

We do not offer refunds if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it. You are still able to exchange any item or return it for a store credit/gift card provided the item(s) are eligible for return.

Almost everything can be returned if this return policy is followed and the product/item is still in a resellable condition. See below for more specific brands and product categories that have their own specific return rules in addition to whats on this page.

Specific Items that can not be returned are:

- Underwear
- Software
- All Jeppesen & Air Services electronic and paper chart products
- Any product marked as "Special Order"

If we have made a mistake with your order, please accept our apology! If you can send the item back to us we'll send out the correct item as well as refund you the cost of returning it to us.

Easy! See below for "How to return an item"

Please also include the price paid for return delivery in the warranty issue section on the form. We will also require an image of the receipt for the return shipping cost. or if you can include the receipt with the Return Form, that would speed up the process!

Once we have received the returned goods, we will process ASAP and get the correct goods sent out.

*If you are unable to print out the form, either complete it digitally and email it to sales@downunderpilotshop.com.au or write all the required information down on another piece of paper to include with the parcel. If we do not have the Product Return Form information when the parcel is received, processing can take much longer. DO NOT send us a return without a return authorisation number. This may end in the parcel being returned to you without being processed.

Wrong size? or just want a different product? not a problem! follow the steps below to return the item to us and we'll exhcnage it for another size or another product as requested.

Easy! See below for "How to return an item"

Once we have received the returned item(s), we will process the exchange ASAP. Most returns are processed within 24 hours of being received.

Important Information:

1) Unless we made the mistake with your order, you are responsible for all return shipping costs plus any new shipping costs to send out the new exchanged items.

2) Returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by our warehouse.

3) If your item is faulty please get in touch with customer services first to arrange postage. We recommend you send your package on a tracked service so you are able to track the whereabouts of your return. Again, we are not responsible for any items lost in transit.

If you have a product that is defective in any way and is still covered under the manufacturers warranty as specified on our website, the manufacturers website or on the product/product packaging then please click the link below to be taken to our Warranty and Returns page.

Please do not just send the product back to us without first making contact. Depending on the product, we may have you return the product to us or directly to the manufacturer.

Go to: Warranty & Repairs

Please Note: If you send us a product for a warranty claim before contacting us, we are not responsible for the extra costs that may be incurred. Some of the brands we work with want the faulty products to be sent directly to them for review. If we have to send it to them because you have incorrectly sent the product to us, we will charge a fee for this.

In addition to our general return policy there are strict requirements when returning clothing items.

1. All clothing items must still have all garment tags and protective packaging upon return.

2. All clothing items must be in an unworn and unwashed condition. If a returned clothing item appears to have been worn or washed, it will not be accepted. In this situation it is up to you to pay for it to be sent back to you or discarded.

3. In addition to point 1 above, many of our aviation shirts come with packaging that support the colar and maintain the shirts shape as well as other protective packaging. Only shirts put back in their original packaging with ALL of these protective elements will be accepted. NO EXCEPTIONS.

We take these rules very seriously for a number of reasons, the primary of which being for the general hygine and welbeing of staff and customers. Please ensure you understand these policies before buying anything you might need to return.

Once you have read the above information please follow the following steps to return your item(s) and ensure they get properly processed. Please make sure you have followed any specific requirements based on why you are returning your item(s).

Step 1: Email sales@downunderpilotshop.com.au and request a return authorisation number. Be sure to include your order number in the email.

Step 2: Please download and print out the Product Return Form*

Step 3: Ensure the product to be returned is in its original packaging and has been unopened or in a resellable condition. If the product is not in a resellable condition we can not issue a return, exchange or refund. If you are unsure, please ask us before submitting your return.

Step 4: Complete the Product Return Form and include it with the item(s) in the return parcel.

Step 5: Send it all back to us at the address listed below.

Return Address:

If sending via Australia Post, please send to:

Attn: DPS Returns
Downunder Pilot Shop
PO Box 208
Georges Hall NSW 2198

For a faster returns service, you can courier directly to:

Attn: DPS Returns
Downunder Pilot Shop
6 Stinson Crescent
Bankstown Aerodrome
NSW 2200

NOTE: THIS IS A COURIER ONLY ADDRESS. Any orders sent to this address via a standard Auspost service will be returned to sender. You are responsible for your item(s) until they have been received by us.