Refund policy
Returns and Refunds
Thank you for shopping with Aironox. This policy covers returns, cancellations, faulty items and refunds.
The 60-Day Money-Back Guarantee
Our 60-Day Money-Back Guarantee is included with selected bundles.
If your order includes it, you have 60 days from the date your order is delivered to return your machine for a refund of the product price. You do not need to give us a reason.
You are welcome to unbox the machine, set it up and run garments through it. Trying the product is the entire point of the guarantee.
Not sure whether your order includes it? It is listed on your product page at the time of purchase and on your order confirmation. If you cannot find it, email help@aironox.com with your order number and we will confirm it for you straight away.
If your order does not include the guarantee
You are still covered for anything that is our fault. Every customer, on every bundle, can return or replace a product that arrives damaged, arrives incomplete, or develops a fault. See those sections below.
Customers in the United Kingdom and European Union also have a legal right to cancel that applies to every order regardless of bundle. See the section at the end of this policy.
What we need back
Where a return is accepted, it must include:
- The machine, in working condition
- Every attachment and accessory that shipped with it
- The power cable
We do not mind honest signs of use or a bit of wear on the box, but we do need everything to be there. A machine returned without its attachments cannot be resold, so please check you have it all before you send it.
The original box. Please use it if you still have it. The internal packaging is designed to protect the machine on its way back and it is the safest way to return it.
If you no longer have the box, that is not a problem and your return will still be accepted. Just pack the machine securely in a suitable alternative with plenty of protective material around it. Items that arrive damaged because they were not packed properly may have a deduction applied, so it is worth taking a few minutes over it.
What counts as signs of use? Fingerprints, dust and light surface marks from handling are all completely normal. We clean and check every return, so none of that is a problem.
What we cannot accept is damage. Cracks or dents in the body, burn or scorch marks, torn or holed attachments, or any sign the machine has been opened or modified. That is not normal use, and we may reduce your refund to reflect it.
Returning part of an order
Bundles are returned as a whole. The items in a bundle are priced together, so if you are returning the machine, everything that came with it needs to come back too, including any free gift items.
If something is missing when your return arrives, we will email you before we process your refund. You can either post the missing item to us, or we will deduct its retail value from your refund. Whichever you prefer.
Spares and extras can be returned on their own. Anything you added separately at checkout, such as a spare attachment, a power adapter or scent pods, can be returned by itself without affecting the rest of your order. Same 60-day window where your order includes the guarantee, same condition requirements.
You cannot keep the machine and return the accessories. Bundle pricing depends on the items staying together.
If you are unsure what applies to your order, email help@aironox.com with your order number before you send anything back and we will tell you exactly what to do.
What we cannot accept back
- Wrinkle-free spray and atomiser bottles once opened, for hygiene and shipping safety reasons
- Gift cards
- Products bought from a retailer other than aironox.com, which need to go back to that retailer
- Requests made after your return window has closed
Cancelling before your order ships
Email help@aironox.com as soon as you can. If your order has not been picked at the warehouse we will cancel it and refund you in full, with no fee. This applies to every order, whatever bundle you chose.
Once the parcel has been handed to the courier we cannot recall it, and it becomes a standard return.
How to return your order
Step 1. Email help@aironox.com with your order number and the reason for the return. Subject line: Return Request: [Your Order Number]
Step 2. We will reply within one business day with a Return Merchandise Authorisation (RMA) number and the correct return address for your region.
Step 3. Write the RMA number on the outside of the parcel, and put a note inside the box with your full name and order number.
Step 4. Ship it using a tracked service and email us the tracking number or proof of postage.
Please do not send anything back before you have an RMA number. We ship from warehouses in several countries, so there is no single return address, and a parcel that arrives without a reference can take weeks to trace. We cannot refund what we cannot identify.
What we refund and who pays for return shipping
If you changed your mind: we refund the product price and any tax or VAT you paid on it. The shipping charge you paid at checkout is not refunded, because that cost was already spent getting the order to you. You cover the cost of sending the item back and can use any tracked service you like.
If the item is faulty, arrived damaged, or we sent the wrong thing: we refund everything you paid, including the shipping charge at checkout and any tax or VAT. We also arrange and pay for the return, so it costs you nothing.
Tax or VAT is always refunded along with the product price. You are never charged tax on an order you have sent back to us.
Refunds
Once your return reaches our warehouse we inspect it within 2 business days and issue your refund within 3 business days after that.
Refunds go to your original payment method. Your bank usually takes a further 5 to 10 business days to show the money. That part is outside our control.
If more than 10 business days have passed since we approved your refund and you have not received it, email help@aironox.com and we will chase it.
If your order arrives damaged or with parts missing
This applies to every order, whichever bundle you chose.
Check your order when it arrives. If something is wrong, email help@aironox.com within 7 days of delivery with:
- Photos or video of the damage or defect
- A photo of the outer packaging
- A photo of the inner packaging
- A photo of the shipping label
- Photos showing any missing components
We will send you a replacement free of charge. We cover shipping both ways and there is no fee. If only part of your order was damaged, we replace that part rather than asking you to return the whole thing.
If we cannot replace the item, for example because it is out of stock, we will refund you in full. You can also ask for a refund instead of a replacement if you would prefer one.
The 7-day window and the photos are not us being awkward. Couriers only accept damage claims inside a short window and only with evidence.
If your Aironox develops a fault
Whichever bundle you chose, here is what to do.
Do not start a return. Email help@aironox.com with your order number and a short video of the problem.
Most faults we see are fixable the same day with a settings change or a replacement part. If it is a genuine defect, we will replace your machine free of charge and cover shipping both ways. If you would rather have a refund than a replacement, tell us and we will sort that out.
How long you are covered depends on the warranty included with your bundle. Full details are on our Warranty page: https://aironox.com/pages/warranty
Exchanges
We do not offer direct exchanges. If you want a different bundle or a different attachment, the fastest route is to return your current item and place a new order. Replacements sent for faulty, damaged or incorrect items are not exchanges and are handled free of charge.
Incorrect addresses and failed deliveries
Please check your delivery address at checkout. We cannot change it once your order has been picked.
If a parcel is returned to us because the address was incorrect or incomplete, we will contact you. You can pay the reshipping cost, or take a refund of the product price and any tax you paid, minus shipping.
If the address was correct and the courier returns the parcel to us, we will reship or refund at no cost to you.
Please talk to us before raising a dispute
If something has gone wrong, email help@aironox.com first.
We answer support emails within one business day, and a return request is almost never something we argue about. A chargeback takes weeks to resolve, freezes the money in the meantime, and almost always lands somewhere we could have reached in a single email.
Returns that have been misused
We may reduce your refund by up to 20 percent, or in serious cases refuse the return, where:
- The product has been damaged through misuse, modification or attempted repair
- An account shows a pattern of repeated returns suggesting the products were never intended to be kept
- Evidence suggests fraud
This does not apply to items simply missing from a return. If something has not come back, we contact you first and either take the missing item or deduct its retail value, as set out above.
This affects a very small number of returns and we will always explain our reasoning in writing before we do anything.
Customers in the United Kingdom and European Union
The rights below apply to every order, whichever bundle you chose, and whether or not your order includes our 60-Day Money-Back Guarantee. Nothing in this policy removes them.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order for any reason within 14 days of receiving it, and a further 14 days to send the goods back.
If you cancel under these Regulations:
- We refund the product price, any tax or VAT, and the shipping charge you paid, up to the cost of our standard shipping. If you chose Express shipping, we refund the standard rate rather than the express rate.
- You cover the cost of returning the goods to us
- We may reduce your refund to reflect any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning
- We refund you within 14 days of receiving the goods back, or of you providing proof of postage, whichever comes first
Your right to cancel under these Regulations covers the first 14 days after you receive your order. Our 60-Day Money-Back Guarantee, where your bundle includes it, runs alongside it from day one and continues through to day 60. The difference is the shipping charge: we refund it on a cancellation made within the first 14 days, and not on a return made after that.
You also have rights under the Consumer Rights Act 2015 if goods are faulty, not as described, or not fit for purpose. These include a 30-day right to reject faulty goods for a full refund, and they last considerably longer than any warranty or guarantee we offer.
To cancel, email help@aironox.com with a clear statement that you are cancelling.