Refund policy

1. PRE-ORDER CANCELLATION WINDOW As our games are produced in limited quantities and manufacturing is funded directly by pre-orders, we offer a specific cancellation window:

• Full Refund (100%): Available for 48 hours after your initial purchase for any error or change of heart.

• Management Fee (20%): Any refund requested after the initial 48-hour window and before the production "Lock-in Date" will be subject to a 20% management fee. This fee covers non-refundable transaction costs (Shopify/Stripe) and administrative processing.

2. PRODUCTION LOCK-IN DATE Once the production lists are sent to the factory (the "Lock-in Date"), no further refunds or cancellations will be possible. This date will be communicated to all backers via our newsletter. At this stage, your funds are fully committed to the manufacturing and shipping of your specific unit.

3. RETURNS POST-DELIVERY (SEPTEMBER 2026) Once you receive your game, we offer a 14-day return period under the following conditions:

• Condition: The game must be in its original, unopened shrink-wrap. We cannot accept returns for games that have been opened.

• Shipping: The customer is responsible for all return shipping costs to our warehouse in Montreal.

• Restocking Fee: A 15% restocking fee will be deducted from the final refund to cover logistics and inspection.

4. DEFECTIVE OR MISSING COMPONENTS If your game arrives damaged or is missing components, please contact us at info@flyosgames.com within 30 days of delivery. We will ship replacement parts or a replacement unit at no extra cost to you.