Returns and Refunds Policy

Please ensure that all goods sent back to Pooleys include a completed GOODS RETURN FORM. Either print the document for completion or download and fill out on your computer before printing. Goods received without this completed sheet will be subject to delays and may not be processed.

We recommend that returns are:

1. Packed so they aren’t damaged in transit,
2. Sent on a tracked service*, as Pooleys cannot be held liable for lost parcels.

*Please note if using a Tracked Service, Please add "Delivery between 08:30 to 17:00, Monday to Friday Only".

RETURNS FOR EXCHANGE, CREDIT OR REFUND

All products, except CDs, DVDs & computer software, can be returned within 28 days of receipt. Subject to being received back in good condition, with original packaging and paperwork, returns will be:

• Exchanged as soon as possible, or
• Refunded or
• Credited within 14 days of receipt.
  

Please note, if items were supplied as ordered, postage cannot be refunded.

If you wish to exchange an item, please contact sales@pooleys.com before sending anything back. Exchanges may incur additional postage.

If clothing is returned without original packaging and/or badly packed it will be subject to a 20% restocking fee.

HEADSET RETURNS FOR REPAIR UNDER WARRANTY

If you suspect your headset is faulty, and wish to return it for a warranty repair, please conduct the following tests before posting:

1. Check if the headset functions in the aircraft when no other headsets are connected.
2. Check if the headset functions in the aircraft when another headset is also connected.
3. Check if the headset functions in a different aircraft.
4. Check if the headset functions when switched over from STEREO to MONO

If you require a warranty repair, please refer to the instructions and contact information below.

If you are missing any of the information required by the manufacturer e.g. date of purchase or have any other issue with returning the headset for repair please contact sales@pooleys.com where we will endeavour to assist.

Bose headsets

If you have a Bose headset which is within its 5 year warranty and you believe it is faulty, please refer to the: Bose Headset Repair and Replacement.

David Clark headsets

If you have a David Clark headset which is within its 5 year warranty and you believe it is faulty, please call 01787 373282.  

Lightspeed headsets

If you have a Lightspeed headset which is within its 7 year warranty and you believe it is faulty, please visit this web page: How to submit a headset repair and Register and Login page. 

Sennheiser headsets

If you have a Sennheiser headset which is within its 5 year warranty and you believe it is faulty, please ensure you've conducted the tests described above and return it with a completed Goods Return Form, explaining the nature of the fault.

ELECTRONIC DEVICES WARRANTY

If more than 28 days have elapsed since your device was shipped and it has developed a fault within the warranty period, please contact the manufacturing company who will provide instructions on warranty repair.

CDS, DVDS & COMPUTER SOFTWARE

When purchasing goods such as CDs, DVDs and computer software, it is the duty of the customer to make sure that what has been ordered is compatible with your device, computer system or software. CDs, DVDs and computer software can only be returned for replacement if faulty, or for refund if the security seal remains unbroken.

GUARANTEE

All products purchased from Pooleys are guaranteed for a minimum of 12 months. Pooleys manufactured products carry a lifetime guarantee.

RETURNS ADDRESS

RETURNS DEPARTMENT – POOLEYS FLIGHT EQUIPMENT LTD

MILLFIELD CLOSE, OFF MILL ROAD

CRANFIELD, BEDFORDSHIRE

MK43 0JF,   U.K.