Return & Refund
At Tony Twain, we take pride in delivering quality airplanes and aviation-related products to our valued customers. We understand that there may be occasions where you need to return a product. This Return and Refund Policy outlines your rights and responsibilities in such situations.
1. Eligibility for Returns
We accept returns within 30 days from the date of delivery. To be eligible for a return, the item must meet the following conditions:
- The item must be unused, in original condition, and in its original packaging.
- All accessories, manuals, and documentation must be included.
- The product must not be damaged due to mishandling or improper use.
- A valid proof of purchase (order number or receipt) must be provided.
Items that fail to meet these criteria may be rejected or may incur a restocking fee.
2. Non-Returnable Items
The following items are non-returnable and are considered final sale:
- Customized or built-to-order aircraft models.
- Items that have been assembled or flown.
- Gift cards, promotional items, or free gifts.
- Products damaged after delivery due to misuse or negligence.
3. How to Initiate a Return
To initiate a return, please email us at contact@tonytwain.com with the following details:
- Your full name and order number
- The product(s) you wish to return
- Reason for the return
- Photos (if the item is defective or damaged)
Once your return request is approved, we will provide return instructions, including the shipping address and any required return authorization number.
4. Return Shipping
Customers are responsible for return shipping costs unless the product is defective or the wrong item was sent. For high-value items like aircraft kits or RC models, we strongly recommend using a trackable shipping service and purchasing shipping insurance.
If the return is due to a mistake on our end (e.g., wrong item or damaged item), Tony Twain will cover the cost of return shipping.
5. Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 5–10 business days. Refund times may vary depending on your bank or payment provider.
Please note:
- Original shipping costs are non-refundable.
- Any discount or promotion used during purchase will be reflected in the refund amount.
6. Damaged or Defective Items
If your item arrives damaged or is defective upon first use, contact us within 7 days of receiving the item. Please send photos or videos showing the issue to contact@tonytwain.com. We may offer a replacement, a refund, or a partial refund depending on the situation.
7. Exchanges
We do not offer direct exchanges. If you would like to replace an item with a different model or variation, please return the original product for a refund and place a new order.
8. Contact Us
If you have any questions about your return or refund, please don’t hesitate to reach out to our support team:
📧 Email: contact@tonytwain.com
🌐 Website: www.tonytwain.com
We are here to ensure your experience with Tony Twain is smooth, fair, and trustworthy.