Return & Refund Policy

Last Updated: August 29, 2026

At Freestone Fly Company, we want you to be satisfied with your purchase. This Return & Refund Policy explains the conditions under which returns, refunds, replacements, and exchanges may be requested.

Please read this policy carefully before making a purchase.

1. Return Eligibility

To be eligible for a return, customers must contact us within the applicable return period after receiving their order.

To qualify for a return, items should generally be:

• Unused and in their original condition;

• Returned with original packaging, where applicable;

• Free from damage caused by misuse, improper handling, or normal wear and tear; and

• Accompanied by proof of purchase or other order verification information.

Certain items may not be eligible for return due to their nature, condition, customization, clearance status, or other applicable restrictions.

We reserve the right to determine whether a returned item meets the eligibility requirements of this policy, subject to applicable consumer protection laws.

2. Return Authorization

Before sending an item back, please contact us to request return authorization and instructions.

Please do not send products back without contacting us first, as unauthorized returns may not be accepted or processed.

To help us process your request, please provide:

• Your order number;

• The name used to place the order;

• A description of the reason for your return; and

• Photos of the item, if it is damaged, defective, or incorrect.

3. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as reasonably possible after delivery.

Please include your order number and clear photographs of the product, packaging, and any visible damage or issue.

After reviewing the information, we may offer an appropriate resolution, which may include a replacement, exchange, refund, or another reasonable solution depending on product availability and the circumstances of the claim.

4. Refunds

Once a returned item is received and inspected, we will notify you regarding the status of your refund request.

If your refund is approved, the refund will generally be issued to the original payment method used for the purchase, unless otherwise agreed or required by applicable law.

Please note that the time required for a refund to appear in your account may vary depending on your bank, credit card provider, or payment processor.

Original shipping charges and other non-refundable fees may not be refundable unless the return is due to an error on our part, a defective product, or where otherwise required by applicable law.

5. Return Shipping Costs

Unless the item is defective, damaged, incorrect, or the return is the result of an error by Freestone Fly Company, customers may be responsible for the cost of return shipping.

If we determine that an item was sent incorrectly or arrived damaged or defective, we may provide instructions regarding return shipping or another appropriate resolution.

6. Exchanges

Exchanges may be available depending on product availability and the condition of the returned item.

If you would like to exchange an item, please contact us before returning the product so that we can confirm availability and provide instructions.

In some cases, the fastest option may be to return the eligible item for a refund and place a new order.

7. Non-Returnable Items

Unless otherwise required by applicable law, the following types of items may not be eligible for return or refund:

• Customized or personalized products;

• Items that have been used, damaged, or altered after delivery;

• Items returned without required authorization;

• Clearance or final-sale items where clearly identified as non-returnable; and

• Any other products specifically identified as non-returnable at the time of purchase.

8. Cancellations

If you need to cancel an order, please contact us as soon as possible.

Cancellation requests can only be accommodated before an order has been processed, fulfilled, or shipped. Once an order has entered the fulfillment or shipping process, cancellation may no longer be possible.

If a cancellation is approved, any applicable refund will generally be issued to the original payment method.

9. Lost or Missing Packages

If your tracking information shows that a package has been delivered but you cannot locate it, please check with household members, neighbors, your local postal service, or the shipping carrier.

If the package still cannot be located, please contact us and we will review the situation and, where appropriate, assist with a carrier investigation.

Freestone Fly Company is not responsible for packages that are lost or stolen after confirmed delivery, except where otherwise required by applicable law.

10. Contact Us

If you have questions about a return, refund, exchange, cancellation, or damaged item, please contact us:

Freestone Fly Company
103-5570 Broadwater Rd
Castlegar, BC V1N 0A1, Canada

Phone: +1 250-551-2516
Email: sales@freestonefly.net