Returns, Exchanges and Refunds

RETURNS

Product returns can be made within and no later than 14 days from the delivery date of your order. The options to return the item(s) are as follows: If you made the purchase as a registered user: download and fill in the return request form found here, then email it to support@airoh.com. You will then receive an email saying your return is being processed. The product(s) to be exchanged must be consigned to the courier of your choice within fourteen (14) days of receipt of the product(s) If you made the purchase as a guest user: download and fill in the return request form found here), then email it to support@airoh.com. You will then receive an email saying your return is being processed. The product(s) to be exchanged must be consigned to the courier of your choice within fourteen (14) days of receipt of the product(s).

The product(s) to be exchanged must be returned to the Retailer in the original packaging, and must not be used, altered or damaged, with the original distinguishing labels and/or markings in place (e.g. electrostatic sheets, instruction manuals, gadgets, etc.) There is no need to include the printed receipt. Purchased items cannot be returned in our brick and mortar shops. If you want to modify or cancel your return request, please contact us directly so we may process your request properly.

EXCHANGES

Requests for exchanges will be accepted only if they meet the following conditions: Exchanges for purchased products will only be allowed with items of the same model with different size and/or colour. Requests for product exchanges may be submitted up to, and no later than, fourteen (14) days from the product delivery date, through this link, selecting the ‘return’ option, to be sent to support@airoh.com within the aforementioned time limit. The product(s) to be exchanged must be consigned to the courier within fourteen (14) days of their delivery Customers can submit only one exchange request per product purchased. The product(s) to be exchanged must be returned to the Retailer in the original packaging, and must not be used, altered or damaged, with the original distinguishing labels and/or markings in place (e.g. electrostatic sheets, instruction manuals, gadgets, etc.).

All products to be exchanged that are part of a single order must be sent to the Retailer in a single shipment. The Retailer reserves the right to reject exchange requests for products from the same order if shipped separately or at different times. If all the aforementioned conditions are met, once the online exchange request has been submitted, the Retailer will process the request for replacement, sending a confirmation email to the Customer. After having received the product(s) that the Customer wishes to exchange, and having verified compliance with the aforementioned conditions, the Retailer will check to see if the product in the size/colour requested by the Customer is available in the warehouse. If the requested product(s) is/are not available at the warehouse, the Retailer will not be able to complete the exchange request and will proceed to refund the price of the product(s) that cannot be substituted, pursuant to the procedure described in art. 7.

If the requested product(s) is/are available in the warehouse, the Retailer will process the exchange, sending an email to the Customer confirming the shipment of the replacement product(s). In this case, the shipment will take place thirty (30) days from the date the Retailer receives the returned product(s), and only after having verified compliance with the aforementioned conditions. Shipping fees for the replacement product(s) will be paid by the Customer in advance. If the requirements for an exchange and/or refund are not met due to the failure to comply with just one of the conditions listed in art. 8.1, the Retailer will contact the Customer.

ORDER CANCELLATION

Once the status of the Product(s) being returned has been verified, the Retailer will refund the Customer for all the Products being returned no later than 14 days from the date the Customer provided notification of withdrawal from the Purchase Contract. The refund will be made via the payment method used by the Customer to purchase the item. The Retailer may delay the refund until having received the item(s) at its facilities, or until the Customer has provided proof that the item(s) has/have been shipped, whichever happens first. Download and fill in the return request form found here.

We will process and issue of the refund on the same payment method selected when ordering will be used. Usually within, more or less, five business days after we receive your return, everything will be notified by email.

Depending on the payment method used, the actual crediting of the funds may require additional time. With debit or credit cards, depending on bank or financial institution’s policies, it could take up to ten additional days for the money made available to be used effectively, the same time frame as PayPal.