Last updated: November 5, 2026

This policy applies to purchases made directly through flyupofficial.com.

1. Our 30-Day Comfort Trial

You may try your Flyup travel pillow and request a return for any reason within 30 calendar days after delivery, including if its comfort or fit does not meet your expectations.

Preference returns must be sent to our designated return facility in China at your expense. International return postage can be substantial and varies by carrier and location. Contact us for the complete return address before arranging postage.

An eligible return of your entire order receives a full refund of the amount paid to Flyup, including original shipping charges and applicable taxes collected by us. Return postage paid separately to a carrier is not reimbursed for preference returns.

The trial applies to pillows purchased directly from our website, including discounted and promotional purchases.

2. How to Request a Return

Email getflyup@gmail.com within the 30-day period. Include your order number, purchasing email address and the items you wish to return. If your order number is unavailable, we will accept other reasonable information that allows us to verify your purchase.

You may explain why you are returning the pillow, but dissatisfaction does not require proof of a defect.

We will provide the complete return address in China and practical return instructions. Your request date determines whether you met the 30-day deadline; our response time does not shorten your eligibility.

Dispatch the return within 14 calendar days after receiving complete, usable return instructions, unless we agree to an extension or applicable law provides otherwise. Contact us before that deadline if you encounter a shipping difficulty. The parcel does not need to arrive in China within your original 30-day trial period.

Please do not send returns to the address on the original shipping label or another business address unless we specifically instruct you to do so. These locations may not accept returns. Contacting us first helps ensure correct routing; it does not make a statutory cancellation dependent on our approval.

3. Product Condition and Packaging

Reasonable use to evaluate the pillow’s comfort and fit is allowed. Opening the packaging or trying the pillow does not, by itself, disqualify your return.

Return the pillow with its included storage bag, components and original product packaging. Please keep these throughout your trial. If packaging is missing or damaged, contact us before posting; suitable protective replacement packaging may be accepted.

Damage, alterations, severe soiling or contamination caused by misuse, improper care or use beyond a reasonable trial may make an item ineligible under this voluntary policy. Ordinary trial use and defects attributable to the product are not treated as customer misuse.

We will explain any proposed refusal and its supporting reason. We do not impose undisclosed restocking, handling or damage deductions. These conditions do not restrict remedies that applicable law provides regardless of packaging or use.

4. Return Shipping and Delivery

For preference returns, you arrange and pay for return transportation to the address we provide in China. We do not provide a prepaid return label for these returns.

Use a tracked service that confirms delivery to the designated facility, retain your shipping receipt and share the tracking number with us. Insurance is recommended because a carrier’s compensation may be limited.

Pack the items securely and complete customs documentation accurately. Follow lawful return instructions; do not declare a false value or describe a commercial return as a gift.

Subject to applicable law, you bear the risk of loss or damage during a preference return until delivery to our designated facility. Posting a parcel alone does not establish receipt. If it is lost before delivery, a refund is generally not due under the voluntary trial, and you should pursue a claim with your carrier.

Reliable carrier evidence showing delivery to the correct facility will be considered even if our internal intake scan is missing. We will not refuse a refund because of our own incorrect instructions, an unjustified refusal to receive a correctly addressed return, or our processing error.

5. Refund Amount and Timing

For an eligible return of your entire order, we refund:

• The product amount actually paid after discounts.

• Original shipping charges paid to Flyup, including the $14.90 express charge and any $5 Alaska or Hawaii surcharge.

• Applicable taxes collected by Flyup on the refunded purchase.

We do not deduct an outbound shipping cost from orders that originally qualified for free shipping. There is no restocking or return-processing fee.

For a partial return, we refund the amount actually paid for the returned items, their applicable taxes, and a proportionate share of any original order-level shipping charges. Bundle discounts are allocated fairly across the items; we do not retroactively reprice retained items at an undisclosed higher price.

We will inspect the return and initiate any refund due within seven business days after receipt. Inspection is included in that period. If applicable law requires an earlier refund or a different trigger for payment, we follow that requirement.

Refunds are issued to the original payment method. We will not substitute store credit without your agreement. Your bank or payment provider may require additional time to post the credit. Contact us if the refund has not appeared after its stated processing period.

6. Damaged, Defective, Incorrect or Missing Orders

If your order arrives damaged, defective, incomplete or different from what you ordered, contact getflyup@gmail.compromptly. Provide your order details and, where reasonably available, photographs or a short description that helps us assess the issue.

Prompt reporting helps our investigation but does not replace a longer legal claim period. We will not require evidence that is unreasonable or impossible to obtain.

These issues are handled separately from preference returns. We will provide the repair, replacement, refund or other remedy required by applicable law. If we require the return of an item supplied damaged, defective or incorrectly, we will arrange prepaid return transportation or reimburse reasonable agreed return costs.

The $18 contribution described in our separate limited warranty does not apply to correcting an item that arrived defective, damaged or incorrect.

For an order that has not arrived, contact us so we can investigate delivery and provide any remedy due. A carrier’s “delivered” scan is evidence we consider, rather than an automatic rejection of your claim. You are not required to return an item you never received.

7. Cancellations, Exchanges and Promotional Items

Contact us immediately to request cancellation or an order change. If we can stop fulfillment, we will cancel and refund the amount paid. Once the order has entered fulfillment, we may be unable to intercept it; the return procedure then applies, without limiting statutory cancellation rights.

For a different color or product, contact us about a return and a separate purchase. Replacement stock is subject to availability.

For a full-order return, include unused physical promotional gifts where reasonably possible. We do not impose an undisclosed gift charge or deduct a claimed retail value for an item advertised as free. Digital gifts do not need to be returned and do not create a deduction from your pillow refund.

8. Warranty and Your Legal Rights

The 30-day comfort trial is separate from our One-Year Limited Warranty. Expiration of the trial does not eliminate a valid warranty claim or statutory remedy.

Nothing in this policy excludes or limits rights that cannot lawfully be waived, including applicable U.S. state consumer protections and implied warranties. A longer statutory deadline, earlier refund obligation or mandatory seller-paid return requirement takes precedence over inconsistent conditions here.

Where Israeli distance-selling cancellation provisions apply, eligible goods purchases generally carry a cancellation period of 14 days after receipt of the goods or the required disclosure document, whichever is later. Qualifying consumers may have an extended period under statutory conditions. Where those provisions require a refund within 14 days after cancellation notice, we will not postpone it until a return reaches China. Applicable collection obligations for defective or nonconforming goods also remain in effect.

We do not charge a cancellation fee under this policy.

9. Contact Us

To request a return or ask about a refund, email getflyup@gmail.com.

Contact us before shipping your return so we can provide the correct return address and instructions.

You may request a copy of this policy by email. Changes apply prospectively and will not reduce the return rights offered when you placed your order.