Return & Refund Policy

Returns and Refund Policy

Last updated: 7 September 2026

This policy explains when an order may be cancelled or returned, who is responsible for return costs and how refunds are processed.

Nothing in this policy excludes or restricts any consumer rights that cannot lawfully be excluded.

Change-of-Mind Cancellations: UK, EU and Norway Only

The statutory change-of-mind rights described in this section apply only to eligible consumer orders delivered to the United Kingdom, European Union or Norway. We do not offer voluntary change-of-mind returns for other delivery destinations unless mandatory applicable law requires otherwise.

Consumers purchasing an eligible standard product online for delivery to the United Kingdom, European Union or Norway have a statutory 14-day cancellation period.

You may notify us that you wish to cancel at any time after placing your order and up to 14 days after the day on which you, or a person nominated by you, receives the product. You do not need to provide a reason.

If an order contains multiple products delivered separately, the cancellation period normally begins after the final product is received.

After notifying us of your cancellation, you must return the product without undue delay and within 14 days.

To exercise this right, contact us at support@desktopcockpits.com or use our online withdrawal function. Your message must clearly state that you wish to cancel and should include your name, order number and the product concerned.

Return Costs

Customers exercising a statutory change-of-mind cancellation right are responsible for the direct cost of returning the product.

Because of their dimensions and value, our cockpits cannot normally be returned using standard postal services. The table below provides a reasonable estimate of the maximum direct return cost, based on the equivalent insured outbound delivery cost available when this policy was last updated.

Estimated Maximum Return Costs

These figures are reasonable maximum estimates based on the packaged dimensions and weight of the product and the equivalent courier rates available when this policy was last updated. The actual return cost may be lower.

At your request, DesktopCockpits can obtain a current quote and arrange a tracked and insured return collection through UPS or DHL. The price will be confirmed before the collection is booked. If you accept the quote, the agreed direct return cost may be deducted from your refund.

Products must be packaged securely. We strongly recommend retaining and reusing the supplied protective packaging.

Refunds Following a Statutory Cancellation

Where a valid statutory cancellation right is exercised, we will refund:

• The price paid for the returned product; and

• The standard outbound delivery charge paid to DesktopCockpits.

If more than one delivery method was available and you selected a more expensive method, we are only required to refund the cost of the least expensive standard delivery method.

Refunds will be made to the original payment method within the applicable statutory timeframe. Where permitted by law, we may withhold the refund until we have received the returned product or you have supplied evidence that it has been sent back.

Any direct return cost that you have agreed for a DesktopCockpits-arranged collection may be deducted from the refund.

Customs duties, import taxes, brokerage charges and other amounts paid directly to a carrier or government authority are not received by DesktopCockpits and cannot be refunded by us. You may be able to apply separately to the relevant carrier or authority for repayment.

Condition of Change-of-Mind Returns

You may inspect and test the product only to the extent reasonably necessary to establish its nature, characteristics and operation.

You may be responsible for any reduction in value caused by handling or use beyond what would reasonably be permitted when examining a product in a shop. This may include:

• Damage or significant marks;

• Drilling, alterations or other modifications;

• Missing components;

• Damage caused by incorrect assembly or connection;

• Excessive wear from extended use; or

• Damage caused by inadequate return packaging.

Any deduction will reflect the actual reduction in the product’s value. We will not charge an administrative, restocking or repackaging fee simply because a statutory cancellation right has been exercised.

All supplied components should be returned, including cables, clamps, supports, plates, guides and accessories.

Genuine Bespoke and Personalised Orders

The statutory change-of-mind cancellation right does not apply where goods are genuinely bespoke and made to your individual specifications, provided that the legal requirements for the exemption are met.

This exemption is reserved for separately commissioned, one-off products created from individual instructions and not offered as a standard product or predetermined option on our website.

A standard product does not become bespoke merely because:

• It is manufactured or assembled after the order is placed;

• You select its size from the options offered on our website;

• You choose a standard glare-support configuration;

• You select a cable option; or

• You choose between other predetermined website options.

If an order qualifies as genuinely bespoke, we will identify this clearly before accepting the order. Once production of a genuine bespoke order begins, it cannot normally be cancelled or returned solely because you have changed your mind.

A personalised component supplied with a standard product does not automatically make the entire standard product exempt from statutory cancellation rights.

This section does not affect your rights if a bespoke product is faulty, damaged, incorrect or does not match the individually agreed specifications.

All Other Delivery Destinations

Unless mandatory applicable law requires otherwise, we do not offer voluntary change-of-mind returns for orders delivered outside the United Kingdom, European Union and Norway.

This currently includes:

• Australia

• Canada

• Hong Kong

• Japan

• New Zealand

• Singapore

• Switzerland

• United Arab Emirates

• United States

For the avoidance of doubt, orders delivered to Japan are not accepted for return solely because the customer has changed their mind.

Before dispatch, customers in these destinations may ask us to cancel an order. Any cancellation outside a mandatory statutory right is at our discretion, particularly where manufacturing, assembly or custom work has already begun.

This restriction does not affect mandatory rights concerning faulty, damaged, incorrect or misdescribed products.

Faulty, Incorrect or Misdescribed Products

Products must be of satisfactory quality, fit for any purpose expressly agreed with us and match their description, subject to the mandatory consumer law applicable to your purchase.

Please contact us as soon as reasonably possible if you believe your product:

• Is faulty;

• Arrived damaged;

• Is materially different from its description;

• Is missing an included component; or

• Does not match the configuration you ordered.

Please provide your order number, a description of the problem and, where reasonably possible, photographs or video showing the issue. We may provide reasonable troubleshooting steps before determining the appropriate remedy or arranging a return.

Where a product is confirmed to be faulty, damaged, incorrect or misdescribed, we will provide the repair, replacement, price reduction or refund required by applicable consumer law. DesktopCockpits will bear reasonable return costs where the law requires us to do so.

A product is not necessarily faulty because;]/ because a customer’s computer does not have the required ports, available power, performance capability or supported software configuration, provided that the relevant system and compatibility requirements were accurately disclosed before purchase.

Nothing in this section limits any statutory rights where the product does not conform to the contract, including where it fails to meet an express compatibility claim contained in the product description or written order confirmation.

Products Damaged in Transit

Please inspect the product and packaging promptly after delivery.

If you discover transit damage, contact us as soon as reasonably possible and preferably within 48 hours. Please retain the product, packaging and shipping labels and provide photographs of:

• The external packaging;

• Any visible damage to the packaging;

• The internal protective packaging;

• The damaged area of the product; and

• The shipping label.

This information helps us investigate the damage and make a claim against the carrier. Failure to contact us within the requested 48-hour period does not remove any statutory rights that cannot lawfully be excluded.

Do not discard the product or packaging until we confirm that it is no longer required for inspection or collection.

Delivery Estimates and Customs Delays

Manufacturing, dispatch and delivery timeframes are estimates unless a specific timeframe has been expressly agreed.

International deliveries may be delayed by customs clearance, security inspections, adverse weather, carrier disruption or other circumstances outside our reasonable control. We will assist with tracking and reasonable enquiries where a delay occurs.

A parcel being delayed or held by customs does not automatically mean that it has been lost. However, nothing in this policy removes any cancellation, refund or delivery rights that arise under applicable consumer law where delivery is materially delayed or does not take place.

Customers must provide any information reasonably requested by the carrier or customs authority and pay applicable import duties, taxes and carrier clearance charges under our delivery terms.

Refused Deliveries, Customs Non-Cooperation and Incorrect Addresses

Please check your delivery name, address, telephone number and email address carefully before submitting your order.

If a parcel cannot be delivered because:

• An incorrect or incomplete address was supplied;

• The customer refused delivery;

• Import duties, taxes or carrier charges were not paid;

• The customer failed to respond to reasonable carrier or customs requests; or

• Delivery could not be completed after reasonable attempts,

the parcel may be returned to DesktopCockpits.

These circumstances do not automatically constitute a valid cancellation. Once the parcel has been returned and inspected, we will contact you regarding redelivery or any refund that may be available.

Where permitted by applicable law, reasonable and directly incurred costs resulting from the failed delivery, storage or return may be charged to the customer or deducted from any refund. We will not deduct administrative penalties or amounts that applicable law requires us to refund.

Delayed or Lost Parcels

Orders are sent using tracked delivery services and are insured where stated in the applicable delivery service.

If tracking indicates a substantial delay or possible loss, please contact us so that we can open an investigation with the carrier.

Carrier investigations can take time, particularly for international shipments and customs delays. We may ask you to cooperate with reasonable enquiries or declarations required by the carrier.

Where a parcel is confirmed as lost, or is otherwise legally treated as not having been delivered, we will provide the replacement or refund required by applicable law.

Your rights will not be made dependent indefinitely on a carrier formally describing a parcel as lost where applicable law provides a remedy for non-delivery.

Returning Products

Products must not be sent to our manufacturing or correspondence address without first requesting the correct return address and instructions.

International returns sent without the correct customs documentation may incur import charges or be returned to the sender. International returns should be clearly identified as returned goods and completed using the customs instructions we provide.

Please include your name and order number inside the package and retain your tracking information and proof of dispatch.

Before Ordering

Before placing your order, please:

• Read the complete product description;

• Review what is and is not included;

• Check the dimensions and available installation space;

• Review all system, port, power and software requirements;

• Confirm your computer’s ability to operate the required simulator instrument pop-outs;

• Check your selected glare-support and cable configurations; and

• Contact us if you require clarification before ordering.

How to Contact Us

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

DesktopCockpits
Email: support@desktopcockpits.com

We aim to acknowledge requests within 2 working days.

Optional Statutory Cancellation Form

UK, EU and Norway customers may use this form to exercise an applicable statutory cancellation right. You do not have to use this form and may instead send us any clear written statement confirming that you wish to cancel.

To: DesktopCockpits
Email: support@desktopcockpits.com

I hereby give notice that I cancel my contract for the sale of the following product or products:

Product(s):

Order number:

Ordered on:

Received on:

Customer’s name:

Customer’s address:

Date: