Refund policy

This policy explains returns to Aircare Ltd, trading as Aircare Appliances. Consumer rights apply when you buy mainly for personal use. Separate terms for business purchases appear below.

Consumer cancellation

For purchases made online or by telephone, you can change your mind without giving a reason. Tell us that you wish to cancel no later than 14 days after the day you, or someone you nominate other than the carrier, receives the goods. If one order is delivered in separate parts, the period runs from receipt of the last part. You can also cancel before delivery.

Send the goods back within 14 days after telling us you are cancelling. You may inspect them as you would in a shop to establish their nature, characteristics and how they work. We may make a proportionate deduction for loss in value caused by handling beyond what is necessary for that inspection, where the law allows. Opening the packaging does not itself remove your cancellation rights. Use or installation may reduce the value, but does not automatically remove those rights.

The statutory change-of-mind right does not apply to goods made to your specifications or clearly personalised. Ordering a standard item from a supplier does not, by itself, make it personalised. Your rights for faulty or misdescribed goods remain.

Arranging a return

Tell us clearly that you wish to cancel by email, telephone or post. An order number helps us find your purchase, but you do not need to give a reason. We can provide a returns number and form to help identify your parcel; neither is a condition of your statutory rights.

Email: sales@aircareappliances.co.uk
Telephone: 0330 1656 200
Opening hours: Monday to Friday, 8am–5pm.

Returns address: Aircare Appliances Returns, Unit 6, Premier Park, Road One, Winsford Industrial Estate, Winsford, Cheshire, CW7 3PH.

Pack goods securely for transport, using the original packaging if available or suitable protective packaging. Original packaging is not a condition of your statutory rights. For a change-of-mind return, you pay the direct return transport costs where we informed you of this before purchase. Large appliances may need specialist or pallet transport; contact us for help arranging this and a quotation before booking. We bear return costs where required by law, including for faulty goods.

Refunds

For a valid consumer cancellation, we refund the goods and any basic outbound delivery charge paid. If you chose a more expensive delivery service, we need only refund the basic delivery cost. Our delivery charges are set out in our shipping policy.

We refund without undue delay and within 14 days after we receive the returned goods or evidence that you sent them back, whichever is earlier. If we have offered to collect the goods, or no goods were supplied, the deadline is 14 days after you tell us you are cancelling. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. Any lawful deduction for excessive handling will be explained. Consumer cancellations do not carry a restocking fee.

Damaged, faulty or misdescribed goods

Contact us as soon as you notice a problem. Photos of damage, packaging and labels can help us investigate, where available. You do not have to refuse delivery, sign as unchecked, retain packaging or obtain manufacturer approval to exercise your statutory rights. We remain responsible for resolving your claim.

• You normally have a 30-day right to reject goods that are faulty, not as described or unfit for purpose and receive a full refund. You may choose repair or replacement instead.
• After that period, you can normally require repair or replacement, free of charge, within a reasonable time and without significant inconvenience. If this is impossible, unsuccessful, or not provided as required, you may be entitled to a price reduction or to reject the goods for a refund.
• For repair or replacement claims within six months, a fault is generally presumed to have existed at delivery unless we show otherwise. After six months, you may need to show that it was present at delivery. Rights can continue beyond a manufacturer warranty.

We cover reasonable return costs for faulty goods. A refund due following rejection is paid without undue delay and within 14 days of our agreeing that you are entitled to it. A deduction for use may apply to a final rejection after six months where the law permits.

Business returns

The consumer cooling-off right does not apply to business purchases. Change-of-mind business returns require our written agreement. A restocking fee, usually 15% of the total transaction, applies as agreed. New and unused goods must be returned at the business customer’s expense within the agreed period. These terms do not replace remedies for faulty or misdescribed goods under the applicable contract and law.

Further information

See our shipping policy and terms of service. Nothing in this policy limits your statutory rights.