Refund & Exchange Policy

This Refund & Exchange Policy applies to purchases from Falcon Digital Video. Please read it together with our Terms & Conditions, Shipping Policy and Warranty Policy.

Review your cart carefully before you complete checkout. Falcon Digital Video does not accept general returns of purchased items because a customer later changes their mind.

General returns are not accepted. Once an order is completed, products are not taken back for a refund simply because you no longer want the item, found a different specification, or prefer another colour or model.

The limited processes below (exchanges, eligible cancellations, and reports of damaged, defective or incorrect items) are the only after-sales paths described in this policy. Do not send products to us unless our team has confirmed the next step.

You may request an exchange within 7 days after the product is dispatched or the order is completed, whichever applies to your order, subject to the conditions below and to stock of a suitable replacement.

• The item must be in original condition, unused, and with all accessories included.
• Original sealed packaging must be intact.
• You must provide the original invoice or order confirmation from Falcon Digital Video.
• Exchanges are not available for orders placed during a sale period.
• The replacement must be equal to or higher in value than the original item. Products of lower value cannot be taken in exchange.
• If the replacement costs more, you are responsible for paying the difference as confirmed by our team.

Contact us before bringing or sending any item. An exchange is not confirmed until Falcon Digital Video inspects the product and approves the request.

You may ask to cancel an order by contacting Falcon Digital Video as soon as possible with your order number. Cancellation is not guaranteed. It depends on whether the order has already been processed, packed or dispatched, and on the conditions below.

• Cancellations are not possible during sale periods.
• Where a paid order is eligible for cancellation, any amount we refund for the cancelled item(s) is issued as store credit equal to the value of those item(s).
• Store credit is applied to a future purchase with Falcon Digital Video and is not paid out as cash unless we expressly confirm otherwise in writing.

If an order includes a freebie or promotional extra, that item is dispatched according to stock available at the time. Customers cannot request a specific colour or special variation of a freebie.

Freebies cannot be returned or exchanged.

Inspect your order as soon as you receive it. Contact Falcon Digital Video immediately if:

• the item appears defective;
• the item arrived damaged; or
• you received the wrong item.

These issues must be reported within 24 hours of completion or receipt of the order, whichever applies, and are subject to verification. Keep the packaging and take clear photographs of the product, box and invoice. Do not install, register or discard evidence until our team advises you.

Manufacturing faults that appear after this 24-hour window may be assessed under the Warranty Policy if a warranty applies to that product.

In addition to the general no-returns rule, the following are not eligible for exchange or cancellation:

• Orders and items purchased during a sale or promotional pricing period.
• Items for which no warranty is stated on the product page, invoice or packaging.
• Opened software, licence keys and similar digital entitlements.
• Opened ink, toner and other consumables.
• Freebies and promotional extras.

Hygiene-sensitive accessories (such as used headsets or similar items that have been worn) may also be refused after inspection. Customer support will confirm the position for your product.

Falcon Digital Video does not offer general cash refunds for change-of-mind purchases. If a refund is approved under this policy (for example after an eligible cancellation), it is issued as store credit.

• Store credit is limited to the value of the relevant item(s), unless we confirm otherwise.
• Processing can take up to 10 business days after approval.
• Shipping charges, if any were paid, are not automatically included unless we state otherwise.

1. Contact Falcon Digital Video with your order number, product name and the reason for the request.
2. Wait for confirmation of whether an exchange, cancellation or inspection can proceed.
3. Provide the invoice and any photos requested.
4. Follow only the collection, drop-off or dispatch method our team approves.

Unauthorised parcels sent to us may be refused. Delivery issues after dispatch are also covered in the Shipping Policy.