Return & Refund Policy

Every piece is made to order

Every Highwind player is printed and assembled specifically for your order. Because of this, we cannot accept returns or exchanges for change of mind once production has begun. Please double-check your collection choice before ordering.

Damaged, defective, or wrong item claims

All claims must be reported by email within 30 days of delivery and must include your order number and clear photos or a short video showing the issue. Claims without an order number and proof cannot be processed.

Every claim is reviewed and verified before anything is issued. Approved claims are resolved at our discretion with a replacement of the affected item. We may require the item to be returned to us for inspection before a replacement is issued - return instructions are provided with the claim approval, and returned items must be sent exactly as instructed.

Change-of-mind returns (unopened items only)

If your order has not yet entered production, contact us immediately and we will cancel and refund it in full.

If you received your order and it is unopened, unused, and factory-sealed in its original packaging, you may request a return within 14 days of delivery. All of the following conditions must be met - returns that do not meet every condition cannot be accepted or refunded:

Authorization first. Email support with your order number to request a Return Authorization (RA). Packages sent without an RA are refused and cannot be refunded. An RA is valid for 7 days from issue.
Original packaging, complete. The item must be returned in its original product packaging with all inserts and materials, exactly as received. The product box must be placed inside a separate outer shipping box - items shipped in the product box alone arrive damaged and cannot be refunded.
Your RA number must be written on the outer box and included on a note inside with your order number.
Tracked and insured shipping, paid by you. The item remains your responsibility until it arrives at our facility. Returns lost or damaged in transit cannot be refunded - claims for those are between the customer and their chosen carrier.
Inspection on arrival. Returns are inspected on receipt. Items that arrive opened, used, damaged, or with incomplete packaging cannot be refunded.

Approved refunds cover the item price only - original shipping costs are not refundable - and are issued to the original payment method within 5-10 business days after inspection.

Opened or used items cannot be returned under any circumstances - each piece is made for you and cannot be restocked or resold.

No refund or replacement before verification

Nothing is refunded or replaced until the claim is verified and, where a return is required, until the returned item has arrived and passed inspection. Unauthorized returns, packages refused at delivery, and items sent outside this process are not eligible for any refund or replacement.

Contact us before disputing a charge

We resolve nearly every issue within 1-2 business days - faster than any payment dispute. If you do not recognize a charge or have any problem with your order, contact us first and we will fix it. Chargebacks filed without any prior contact with us, on orders that tracking shows as delivered, will be contested with the carrier's delivery confirmation and this policy.