Returns & Refunds

We really hope that you LOVE your Plane Pal, but if you receive your package and find something is amiss then send us an email by filling out our contact form and we will endeavour to fix the problem ASAP



1.1 Subject to the rights granted to you by statutory consumer protection legislation Plane Pal does not offer refunds or exchanges for change of mind.

1.2 In the unlikely event that there is a fault with your purchase Plane Pal will replace the product. Please email within 7 days of purchase to report a fault and arrange the return of the faulty item and delivery of a replacement.

1.3 Under no circumstances will Plane Pal be liable or issue a refund if the product is not delivered in time for travel. Please allow ample time for delivery. The time frames quoted on this site are a guide only and can be affected by many factors.

1.4 Under no circumstances will Plane Pal be liable or issue a refund if the products use is declined by a third party ie. your chosen airline, bus or train carrier. It is recommended that you check this prior to purchase.

1.5 Please ensure you enter your address including numbers correctly. We take no responsibility for “returns to sender” for non-collection or incorrect address. Cost of re-sending will be the customers' responsibility.  We do not provide refunds if your local customs office will not release your goods, we provide them with a commerical invoice upon dispatch - you might also need to supply your own invoice to have your goods released (found in your email confirmation). We also do not take any responsibility for your country's import duty costs, this is the recipients responsibility. If your parcel is returned back to us by the carrier because it wasn't accepted by the recipient (or you missed your delivery or failed to collect it from the post office/customs office), we will provide a refund for the product itself (when it is back in our warehouse), minus the original shipping costs and we will withold a restocking fee of 15%. 

 1.6 Please be aware our returns policy is 14 days from receipt of the goods, we will not refund if the product has been opened or used and/or the plastic hygiene bag has been opened in any way.

1.7 If you have simply changed your mind and/or no longer wish to have the product, please refer to the above points and understand that return postage is at the customers' expense, we will also not refund outbound postage costs and there is a 15% restocking fee deducted.

1.8 We do not have to accept returns or provide a refund if the plastic protective hygiene bag has been opened which the Plane Pal pillow is within, by law for hygiene reasons we will not refund if the plastic protective bag has been opened.