Refund policy

Last updated: August 7, 2026

Every AcroBack, FlyCarian, and training kit we ship should feel like a real upgrade to your practice. If something isn't right, here's exactly how returns work.

This policy covers change-of-mind returns, incorrect items, and delivery damage. Defects and premature functional failure are handled separately under our Two-Year Limited Warranty.

Plain-English summary

  • Unused standard products may be returned within 30 days of delivery.
  • Orders shipped to the EU have an additional 14-day right to cancel.
  • Contact us before sending anything back so we can give you the correct regional return address.
  • Customers pay return shipping on change-of-mind returns.
  • We cover reasonable return or replacement costs when we sent the wrong item or approve a defect claim.
  • Your statutory consumer rights remain unaffected.

30-Day Return Window

You have 30 days after receiving your item to request a return. To be eligible, your item must be unused, unwashed, undamaged, complete, and in a condition suitable for resale, including all components, tags, bags, and packaging reasonably required to identify and inspect the product. You'll also need your receipt or order confirmation.

To start a return, email orders@beyondthematco.com with your order number, the reason for the request, and photographs where relevant. Because we ship from multiple regions — Bali, Belgium, and the United States — we'll confirm the correct return address for your specific order. Items sent back without first requesting a return will not be accepted.

The customer is responsible for return shipping on a change-of-mind return. Original shipping, duties, taxes, and payment fees are not normally refundable unless applicable law requires otherwise or Beyond The Mat made an error.

European Union 14-Day Cooling-Off Period

If your order shipped to the European Union, you have the right to cancel or return it within 14 days of delivery for any reason, with no justification needed, subject to the same condition requirements above. This right is in addition to the 30-day window described above. To exercise it, email orders@beyondthematco.com with your order number within 14 days of delivery.

Custom and Personalised Products

Custom designs, custom embroidery, and personalised products produced to your own specification cannot be returned for change of mind once production has started. They remain covered for defects and non-conformity, and this does not affect any statutory rights that cannot legally be excluded.

Safety-Sensitive and Body-Worn Gear

The FlyCarian Spotting Belt and other safety-sensitive or body-worn gear may only be returned for change of mind when unused, unworn, complete, and in a condition suitable for inspection. A defective product is still handled under the warranty and applicable consumer law.

Pre-Order Items

Some products are sold on a pre-order basis ahead of their ship date. A product is a pre-order only when its product page says so at the time of your order. You can cancel a pre-order and receive a full refund at any time before your item ships. Once it ships, the standard 30-day return window above applies. Full details are in our Pre-Order Terms.

Returning a Complete Kit

Where a product ships as a kit with a cover, strap, or add-ons, please return all included components together for a full refund.

Damages and Issues

Please inspect your order as soon as it arrives and contact us right away at orders@beyondthematco.com if something arrived defective, damaged, or wrong so we can make it right. For courier damage, tell us within 48 hours where reasonably possible and keep the packaging, labels, and photographs or video. This helps us pursue the carrier, and it does not remove any rights applicable law gives you.

Manufacturing defects and premature functional failure are covered separately under our Two-Year Limited Warranty. A warranty claim is not limited to the 30-day return period. This Refund Policy covers change-of-mind returns and shipping issues, not defect claims.

Import Duties and Taxes

Customs duties, VAT, GST, or other import fees charged by your country at delivery are not collected by us and are not refundable by us. You would need to pursue those directly with your local customs authority if a return is approved. If a package is refused or returned to us because import charges were not paid, the original shipping cost and any return or non-recoverable fees may be deducted from any applicable refund.

Exceptions and Non-Returnable Items

  • Custom, personalised, and embroidered products, once production has started.
  • Sale and clearance items.
  • Gift cards.
  • Digital products and downloadable guides.

Exchanges

The fastest way to get the right size or model is to return what you have, and once that return is accepted, place a new order for the item you actually want.

Refunds

Once we receive and inspect your return, we'll let you know if it's approved. Approved refunds are issued to your original payment method within 5 to 10 business days after inspection. Your bank or payment provider may take additional time to display the refund.

If a product has been used, damaged, modified, washed, or returned incomplete, we may reduce or refuse a change-of-mind refund where permitted by law. We will always explain the reason.

Haven't heard back 15 business days after approval? Email orders@beyondthematco.com.

Statutory Rights

This policy does not exclude, restrict, or replace consumer rights that cannot legally be excluded, including applicable rights for faulty, unsafe, misdescribed, or non-conforming goods.