Refund policy
Choose your region: United States & rest of world · European Union & United Kingdom
Return & Refund Policy — United States
Effective date: May 15, 2026
All sales are final
The First Flip Trainer is load-bearing safety training equipment. Because we cannot verify the structural integrity of gear once it has left our fulfillment center, we do not accept returns or exchanges for change of mind — including unopened or unused units. Please review the product specifications carefully before ordering.
We stand behind every unit we ship. If something is wrong with your order, we'll make it right under the terms below.
Defective or faulty items
If your trainer arrives defective, or develops a manufacturing fault within 30 days of delivery, email us at admin@firstflip.shop with your order number and photos or a short video of the issue. Once the fault is confirmed, you choose: a free replacement or a full refund. If we need the unit back, we provide a prepaid return label — you never pay return shipping on a confirmed defect.
For your safety, do not use a trainer that shows any damage or defect. Contact us first.
Damaged in transit
Inspect your package on arrival. If it arrives damaged, contact us within 7 days of delivery with photos of the packaging and the product, and we'll send a replacement or issue a full refund.
Wrong, missing, or incomplete items
If you receive the wrong item, or parts are missing from your order, let us know within 7 days of delivery and we'll ship the correct or missing items at no cost.
Order cancellations
You may cancel your order for a full refund at any time before it ships. Once a tracking number has been issued, the order can no longer be canceled.
Refund processing
Approved refunds are issued to the original payment method within 5–10 business days of approval (or of our receipt of the returned unit, where a return is required). Your bank or card issuer may take additional time to post the funds.
Questions and disputes
Email admin@firstflip.shop with your order number — we respond within 1 business day. Please contact us before opening a payment dispute with your bank; we can resolve almost every issue faster directly.
Fraudulent claims and deliberate damage
Every defect claim is verified against our production and quality-control records and, where the unit is returned, a physical inspection. Deliberate damage — cuts, burns, tampering, or alteration of components — is readily distinguishable from a manufacturing fault. If a claim is found to be fabricated, or a unit has been deliberately damaged to obtain a refund or replacement, we will deny the claim and may return the unit to you at your cost. We reserve the right to report such conduct to our payment provider and the card networks, to refuse future orders, and to pursue all remedies available under law, including for payment fraud.
Your statutory rights
Nothing in this policy limits any rights or remedies you may have under applicable law.
Return & Refund Policy — European Union & United Kingdom
Effective date: August 9, 2026
This policy applies to orders delivered in the European Union, the EEA and the United Kingdom. Your trader is Protolyn Limited, contact: admin@firstflip.shop. Returns are handled through our EU returns centre in the Netherlands.
1. Your 14-day right of withdrawal
You may withdraw from your purchase within 14 days of the day you (or a person you nominate, other than the carrier) receive the goods, without giving any reason.
To exercise this right, notify us within that period by a clear statement to admin@firstflip.shop — you may use the model withdrawal form at the end of this policy, but you don't have to. You then have a further 14 days to send the goods back to our EU returns centre. We recommend a tracked service and keeping proof of postage.
2. What you may do with the trainer during those 14 days
You may handle the trainer the way you could in a shop: unbox it, visually inspect every component, try the harness on for size over clothing, and adjust the straps and buckles — without attaching the trainer to any anchor point and without applying body weight or tension to the bungee cords.
3. Diminished value — why a loaded trainer cannot be resold
The First Flip Trainer's safety depends on its elastic bungee cords and stitched harness webbing. Elastomer cords change permanently the first time they are cycled under body weight: tension, length and rebound shift, and this cannot be reversed or reliably re-certified to factory specification. Harness webbing and stitching can likewise be stressed in ways that are not visible. A trainer that has been loaded even once can therefore no longer be sold as new safety equipment.
Under Article 14(2) of Directive 2011/83/EU (and the equivalent UK rules), you are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. In practice:
- Inspected and tried on for size only, returned complete and clean — full refund.
- Signs of load use — stretched, elongated or deformed cords; stressed or abraded stitching; wear, chalk, dirt, sweat or outdoor traces; damage at attachment points — a deduction reflecting the loss of value, up to 100% of the purchase price where the unit can no longer be resold as new safety equipment.
Every returned unit is inspected and the assessment documented with photographs. Each trainer ships with a tamper-evident indicator on the load assembly; breaking it does not affect your right of withdrawal, but it signals that the assembly may have been loaded and the unit will be inspected accordingly. Please return the trainer complete, with all components, in its original packaging where possible.
4. Return shipping
You bear the direct cost of returning the goods to our EU returns centre. Where a return is due to a fault on our side (see section 6), we cover the return cost with a prepaid label.
5. Refunds
We refund within 14 days of receiving your withdrawal notice, using the same payment method you used, at no fee. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever is earlier. The refund covers the price paid and standard outbound delivery, less any diminished-value deduction under section 3.
6. Faulty goods — your legal guarantee
Independently of the withdrawal right, you have a legal guarantee of conformity of at least two years from delivery (longer in some countries). If your trainer is defective, was damaged in transit, or is not as described, contact admin@firstflip.shop with your order number and photos or video. Confirmed faults are resolved by repair or replacement, or where that isn't possible, price reduction or full refund — and we cover return shipping. For a fault appearing within the first 12 months (24 in some countries), it is presumed to have existed at delivery. For your safety, do not use a trainer that shows any damage or defect.
7. Cancellations before dispatch
You may cancel for a full refund at any time before your order ships. Once a tracking number has been issued, the order can no longer be cancelled, but your withdrawal right in section 1 applies from delivery.
8. United Kingdom
UK customers have equivalent 14-day cancellation rights under the Consumer Contracts Regulations 2013. The process, handling rules and diminished-value principles above apply in the same way.
9. Fraudulent claims and deliberate damage
The legal guarantee in section 6 covers faults that originate in the product — not damage caused after delivery. Every defect claim is verified against our production and quality-control records and a physical inspection of the returned unit; deliberate damage such as cuts, burns, tampering or alteration of components is readily distinguishable from a manufacturing fault. Where a claim is found to be fabricated, or a unit has been deliberately damaged to obtain a refund or replacement, we will reject the claim and may return the unit at your cost. We reserve the right to report such conduct to our payment provider and the card networks, to refuse future orders, and to pursue all remedies available under law.
10. Your statutory rights
Nothing in this policy limits your statutory rights. If we cannot resolve a complaint, you may contact the consumer protection authority or an approved dispute-resolution body in your country.
Model withdrawal form (EU/UK)
Complete and return this form only if you wish to withdraw from the contract. You may also simply email us a clear statement.
To: Protolyn Limited — admin@firstflip.shop
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on: ____________________
Order number: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________
First Flip is a brand of Protolyn Limited. Charges on your card statement appear as PROTOLYN LIMITED.