Refund policy
PREFLIGHT CLUB — RETURN & REFUND POLICY
Last Updated: September 18, 2026
Overview
At PreFlight Club, every order is cleared for departure with intention. We stand behind the quality of every garment we produce, and your satisfaction is mission-critical to us. Because our products are made on demand — printed specifically for you at the time of purchase — our return and refund process works a little differently than traditional retail. Please read this policy carefully before placing your order.
1. Our 30-Day Happiness Guarantee
We want every member of the crew to feel proud of what they're wearing. If something isn't right with your order, contact us within 30 days of delivery and we will make it right.
Within that 30-day window, we will work with you to:
✈ Issue a free replacement for damaged, defective, or incorrect items.
✈ Provide a full refund to your original payment method for qualifying issues.
✈ Issue store credit at your preference.
To initiate a claim, contact our crew at support@preflightclub.com with your order number, a description of the issue, and clear photos of the item and packaging. We respond to all requests within 2–3 business days.
Requests submitted after 30 days from the carrier-confirmed delivery date will not be eligible, except where required by applicable law.
2. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, misprinted, or does not match what you ordered, we will resolve it immediately at no cost to you.
Please contact support@preflightclub.com within 30 days of delivery and include:
✈ Your full name and order number.
✈ A clear description of the issue.
✈ At least two photographs — one showing the full garment and one showing the specific defect, damage, or error. If damage appears to have occurred in transit, include photos of the outer packaging as well.
Once approved, we will arrange a free replacement or full refund. Do not discard the item until you have received confirmation from our team. In most cases, you will not be required to return the item — we'll handle it from here.
3. Print-on-Demand Products
PreFlight Club operates on a made-to-order, print-on-demand model. Every garment is produced specifically for you when your order is placed — nothing sits in a warehouse waiting. This means:
✈ We do not accept returns or exchanges for buyer's remorse, change of mind, or incorrect size selected at checkout.
✈ We do not accept returns for minor color variations that may occur due to differences in screen calibration versus printed output — this is a natural characteristic of digital-to-print production.
✈ Items that have been worn, washed, or altered in any way are not eligible for return or refund.
If there is a legitimate issue with your order — damage, defect, misprint, or incorrect item — we will resolve it without requiring you to ship the item back in most cases. Claims are resolved by our team based on the documentation you provide.
4. Exchanges
Because every PreFlight Club garment is made to order, we do not offer traditional size or color exchanges after an order has been placed.
If your item arrived damaged, defective, or incorrect, your approved replacement will be produced in the same specifications as your original order (same design, same size, same color). If that specific item is no longer available, we will offer a full refund or store credit.
If you need a different size, we recommend consulting our size guide carefully before ordering. For size questions before purchase, contact us at support@preflightclub.com — our crew is happy to help you find the right fit before you place your order.
5. Personalized Products
Items that are personalized, customized, or made to a customer's specifications are not eligible for return or cancellation once production has begun, except in cases of damage, defect, or error on our part.
If your personalized item arrives with a defect or does not match the specifications you submitted at checkout, contact us within 30 days at support@preflightclub.com and we will arrange a replacement or refund in accordance with this policy.
6. European Union & European Economic Area Customers
If you are located in the European Union or European Economic Area, you have the right to cancel your order within 14 days of receiving your goods under the EU Consumer Rights Directive, without giving any reason — subject to the exceptions below.
Please note: the 14-day withdrawal right does not apply to goods that are made to a consumer's specifications or are clearly personalized. As our garments are printed on demand specifically for each individual order, they are exempt from the standard withdrawal right under EU law.
However, if your item is damaged, defective, or does not conform to contract, your full statutory rights remain in force and we will remedy the situation in accordance with applicable EU consumer protection law.
Where a valid withdrawal right applies and you exercise it within 14 days:
✈ You will receive a full refund of the item cost within 14 days of us receiving and approving your request.
✈ Return shipping costs are your responsibility unless the item is faulty or incorrect.
✈ Refunds will be issued to your original payment method.
7. Statutory Consumer Rights
Nothing in this policy limits or excludes any mandatory statutory rights you may have under the consumer protection laws of your country or jurisdiction. If any provision of this policy conflicts with applicable mandatory law, that provision will be modified or disregarded to the minimum extent necessary, and the remainder of this policy will continue in full force.
8. Australian Customers
For customers located in Australia, nothing in this policy affects your rights under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
9. Refund Timing
Once your refund request has been reviewed and approved by our team, refunds are processed to your original payment method within 5–10 business days, depending on your bank or payment provider's processing times.
You will receive an email confirmation when your refund has been initiated. If you do not see the refund after 10 business days, please first check with your bank before contacting us — processing times vary by institution.
Refunds apply to the purchase price of the approved item(s). Original shipping charges are non-refundable unless the issue was due to an error on our part.
10. Order Cancellations
Orders may be cancelled within 24 hours of purchase, provided production has not yet begun. To request a cancellation, contact us immediately at support@preflightclub.com with your order number.
Because our garments enter the production queue quickly, cancellation windows are limited. Once an item has entered production, cancellations cannot be accommodated — the garment is already being created specifically for you.
If you cancel within the eligible window, a full refund will be issued to your original payment method within 5–10 business days.
11. Contact Us
If you have any questions about this policy or need to initiate a claim, our crew is standing by.
Best Product Secrets, LLC DBA PreFlight Club
235 Apollo Beach Blvd., Suite 208
Apollo Beach, FL 33572
United States
Response time: 2–3 business days.
12. Policy Updates
We may update this Return & Refund Policy from time to time to reflect changes in our operations, fulfillment partners, or applicable law. The updated policy will be posted on this page with a revised "Last Updated" date. Your continued use of the Services after any changes constitutes your acceptance of the updated terms.