Tell us within seven days with your order number and photos, and we will replace it or refund it.
Time
3 min
What we cover, what to send us, and how quickly it gets put right.
Every order is checked before it leaves us, but things do go wrong. When one does, here is what we cover and what we need from you.
What is covered.
An item that arrives damaged or defective, or one that is materially different from what was ordered.
Seven days.
Tell us within seven days of delivery. We may also ask for the item back so we can see what happened on our side.
What it costs you.
Nothing, when the fault is ours. We cover the return shipping and the replacement. Refunds go back to the original payment method within five to ten business days.
Changing your mind is different.
Everything is made to order, so a change of heart is not covered, and an order can only be cancelled before it goes into production.
01
Check that it is covered
Two things qualify: the item arrived damaged or defective, or it is materially different from what was ordered.
A change of mind is not covered, because everything is made to order. Once an order is in production it can no longer be cancelled either.
02
Get it to us within seven days
Send your order number, a clear description of what went wrong, and photos showing the problem.
Seven days from delivery is the window. Photos are the part people forget, and without them we cannot get a replacement moving.
03
Email contact@airventory.io
One email with the order number, the description and the photos is all it takes.
Put the order number in the subject line. It goes straight to the right place and saves a round trip.
04
We replace it or refund it
Tell us which you would rather have. We remake and reship, or refund you.
We may ask for the item back for inspection, which is how we stop the same fault reaching anyone else.
05
What it costs you
Nothing, when the fault is ours. We cover the return shipping and the replacement.
Refunds go back to the original payment method and take five to ten business days, depending on your payment provider.