A clear process when something goes wrong
These rules apply to purchases made under marketplace rules version 2026-09-22. Earlier purchases keep the terms recorded when they were placed. Applicable consumer and payment-provider rights always remain available.
Start with your order
- Open Orders and contact the seller in your existing conversation. Describe the problem and keep photos, packaging, tracking and the listing details.
- For damage, a missing item or an undisclosed fault, try to report it within 48 hours of delivery so evidence is easier to preserve. This is a recommended reporting window, not a cutoff for legal rights or payment disputes.
- If you cannot resolve it, use the order’s support option. We review the listing saved with the order, the messages and evidence. Support can take marketplace action but cannot promise a refund or override the card issuer.
Which problems qualify?
- Item not delivered: the seller must investigate tracking and resolve delivery or refund the order. A tracking number alone does not prove delivery.
- Wrong item, undisclosed material defect, counterfeit item or transit damage: the seller must offer a remedy consistent with the sale and applicable law. For an agreed return due to these problems, the seller must provide prepaid tracked return shipping or reimburse agreed reasonable return costs.
- Change of mind, or incompatibility accurately disclosed in the listing: returns are required only when the seller agreed to them or applicable law requires them. Agree on eligibility and return shipping before purchase.
Returning an item
Do not ship until the seller has provided return instructions, a return address and agreement on shipping costs. Use tracking and return the same item with its included accessories; document its condition and packaging. Do not send a suspected counterfeit or hazardous item until support or the relevant provider confirms appropriate handling.
Refunds
The app supports full refunds to the original payment method. A full refund includes the original shipping charged at checkout, and any FlyGearExchange marketplace fee is returned through the in-app refund process. Stripe’s retained processing fees are the seller’s cost. The app does not currently support partial refunds. Bank posting times vary; a submitted refund is not an instant credit.
Shipping and cancellations
Sellers should ship within three business days unless another dispatch date was clearly agreed before purchase. If there is a delay, notify the buyer promptly and agree on a revised date or cancellation. An unpaid checkout can be cancelled from Orders. For an already-paid order, contact the seller to agree on cancellation and a refund; requesting cancellation alone does not cancel shipment or refund payment.
Disputes and platform review
FlyGearExchange does not provide escrow, insurance or a money-back guarantee. The seller receives the payment through Stripe; receipt confirmation does not release funds. You may contact your card issuer or payment provider within its applicable deadlines. Tell support if a payment dispute is already open so the same payment is not refunded twice. Do not submit false claims or seek duplicate recovery.
We may remove misleading listings or restrict accounts after reviewing evidence. Members may appeal through Account → Report a problem or request review. We do not promise a resolution time during early access.
Open Orders · Contact support · Fees · Terms