Refund policy

Contact Email: contact.nova4u@gmail.com

1. General Policy Statement

At Falcons Express, we are committed to delivering high-quality products that meet strict standards of inspection and packaging prior to shipment. This Refund and Subscription Cancellation Policy outlines the limited conditions under which a customer may be eligible for a return, refund, or cancellation.

By placing an order on our website, the customer agrees to abide by the terms set forth below.

2. Return & Refund Eligibility

Refunds and returns will only be considered under the following circumstances:

  • The product is entirely unusable upon arrival due to a confirmed manufacturing defect

  • A wrong item, color, or size was received

  • A product was missing from the order and cannot be resent

To qualify for a return or refund:

  • The customer must notify us within 7 calendar days of delivery via email at contact.nova4u@gmail.com

  • The customer must submit clear photographic or video evidence

  • The item must be returned unopened, unused, and sealed in its original packaging

  • A valid receipt or proof of purchase must be included

  • The return must be completed within 14 days of authorization

We do not accept returns for products that have been opened or used under any circumstance.

Return shipping is the customer’s responsibility unless otherwise stated in writing. Unauthorized returns or returns sent without approval will not be accepted.

3. Subscription Orders & Cancellations

Some products are offered at a discounted rate as part of a subscription plan. Customers who select these plans agree to fulfill either a portion of the subscription or pay the regular one-time price if canceled early.

Subscription cancellations are subject to the following conditions:

  • Cancellations will not be accepted while the order is in transit

    A cancellation request may only be submitted after the product has been delivered

  • If cancellation is requested after only one shipment, a $5 adjustment fee will apply to match the regular price

  • Alternatively, customers may choose to receive the second delivery, after which cancellation will occur without fees

To cancel a subscription, email contact.nova4u@gmail.com. Subscriptions are clearly indicated during checkout.

4. Shipping Damage & Third-Party Carrier Responsibility

All orders are carefully inspected and packaged. Once handed over to a third-party shipping provider, Falcons Express is not liable for damage caused during transit.

Claims related to minor cosmetic damage (e.g. dented box, external scuffing) do not qualify for refunds. If an item is damaged during delivery in a way that affects usability, documentation must be provided and we may assist on a case-by-case basis.

5. Chargebacks & Dispute Abuse

Initiating a chargeback without first contacting our customer support team violates our terms. We reserve the right to dispute any unjustified chargebacks with the following documentation:

  • Shipment tracking and confirmation

  • Internal fulfillment logs and warehouse inspection records

  • Customer communication history

  • Subscription opt-in and pricing agreement records

Fraudulent chargebacks may result in account suspension and further legal action.

6. Non-Returnable Items

The following items are strictly non-returnable:

  • Used or opened items

  • Products removed from original packaging

  • Clearance or final sale products

  • Gift cards

  • Customized or limited-edition products

7. European Union Cooling-Off Period

Pursuant to Directive 2011/83/EU, EU customers may cancel or return their order within 14 days of delivery, without reason.

To be eligible under this right:

  • The item must be unopened, unused, and in original packaging

  • A valid receipt must be presented

  • The customer must bear the cost of return shipping

To begin the EU cancellation, contact contact.nova4u@gmail.com within 14 days of receipt.

8. Refund Processing

Once the return is received and inspected, an email will be sent confirming approval or denial. If approved, a refund will be processed to the original payment method within 10 business days.

If 15 business days have passed since approval, contact us at contact.nova4u@gmail.com.

9. Final Notice

We aim to provide exceptional service while protecting our business from misuse. This policy exists to ensure a fair, transparent, and enforceable relationship between us and our customers.