Cancellation & Refund Policy

01Who this policy applies to

This Cancellation and Refund Policy applies to all orders placed on fly360.co.in, operated by FLY360, a sole proprietorship with its registered place of business at C-772, 1st Floor, Above JK Tyre, Gunjan, Vapi, Gujarat 396195, India. All prices are listed and charged in Indian Rupees (INR).

Bookings for kite shows, festivals, workshops and other event services are governed by the individual written quotation or contract for that event, not by this policy. Where the two differ, the signed event contract prevails.

02Cancelling an order

You may cancel an order within 12 hours of placing it, provided it has not yet been dispatched. Custom printed and personalised kites move into production quickly, so cancel as early as possible.

• To cancel, email care@fly360.co.in or message +91 77009 39376 with your order number and reason.
• If the order has not been dispatched, we cancel it and refund the full amount, including any shipping or Cash on Delivery charges collected.
• If the order has already been dispatched, it can no longer be cancelled. You may refuse delivery or follow the returns process in section 03.

03Returns

We accept returns of unused and undamaged items within 7 days of delivery, in their original packaging with all spars, line, handles and inserts included.

• Raise the return by email or WhatsApp with your order number and photographs of the item and packaging.
• We confirm a return authorisation and give you the return address and instructions. Please do not ship anything back before receiving that authorisation.
• Return shipping is paid by you, unless the return is because of our error or a defective product, in which case we arrange and pay for the return.
• The item must reach us in resaleable condition. Items returned flown, soiled, torn or without original packaging may be refused or refunded in part.

04Items that cannot be returned

Because they are produced individually to your brief, the following are not eligible for return or exchange unless they arrive damaged or defective:

• Custom printed and personalised kites, including kites carrying your photo, artwork, name, logo or message.
• Made-to-order items such as bulk branded runs, train kites, FLY Banners and mascot or product-shaped kites.
• Items marked non-returnable on the product page at the time of purchase.

This is standard for made-to-order goods and is consistent with Indian consumer law, which permits exclusions for goods made to a consumer’s specification.

05Damaged, defective or wrong items

Inspect your parcel on arrival. If an item is damaged in transit, defective, or not what you ordered, tell us within 48 hours of delivery.

• Send photographs of the item, the damage and the outer packaging, along with your order number.
• We arrange collection or a replacement at our cost, or issue a full refund if you prefer.
• Custom and personalised kites are covered by this section even though they cannot be returned for change of mind.

06Exchanges

If you would like a different design, size or colour, raise an exchange within the same 7-day window. Once the original item reaches us in resaleable condition we dispatch the replacement. If the replacement costs more, we send a payment link for the difference; if it costs less, we refund the difference to your original payment method.

Exchanges are subject to stock. If your preferred replacement is unavailable, we issue a refund instead.

07How refunds are paid

Approved refunds are issued to the original payment method, and we do not issue store credit unless you ask for it.

For returns, approval follows inspection of the item at our facility. We email you when the refund is initiated and give you the reference number.

08Cash on Delivery charges

Cash on Delivery orders carry an additional handling charge, shown at checkout before you confirm payment. Where an order is cancelled before dispatch, or returned because of our error or a defective item, this charge is refunded in full along with the order value. It is not refunded where a COD parcel is refused at the door without cause or repeatedly undelivered.

09If something goes wrong

If a refund has not reached you within the timelines above, contact us with your order number and we will trace it with the payment gateway and share the acquirer reference number.

Complaints are handled by our Grievance Officer, reachable at care@fly360.co.in or +91 77009 39376. We acknowledge complaints within 48 hours and aim to resolve them within 30 days, as required under the Consumer Protection (E-Commerce) Rules, 2020.