Returns & Refunds
We want you to love your AIRMSEN appliance, and to have plenty of time to make sure that everything is just right. This policy explains what you can do at each stage of an order, how to return a product, and how refunds are issued. It applies to orders placed on www.airmsen.com only. Nothing in this policy affects your statutory rights.
How to use this policy
This policy is set out in three parts, depending on how far your order has got:
- Your order has not been dispatched yet. You can cancel it and receive a full refund.
- Your order has already been dispatched. We will check whether it can still be stopped before it reaches you. If it cannot, you can return it after it has been delivered.
- You have received your order. You can return it within 30 days. For the first 14 days you do not need to give us a reason. Accessories and spare parts are final sale items and are handled separately below.
In all three cases, please contact us first at store.vip@airmsen.com and include your order number in your message. We need the order number to find your order, so please include it every time you contact us. Please do not send anything back until you have spoken to us.
If your order has not been dispatched yet
You can cancel your order within 60 minutes of placing it, at no cost. Email store.vip@airmsen.com with your order number and we will cancel it and refund you in full.
If more than 60 minutes have passed but your order has still not been dispatched, you can still cancel it. Email us at store.vip@airmsen.com and we will cancel the order and refund you in full. We do not charge a cancellation fee.
If your order has already been dispatched
Once your order has left our warehouse we are usually no longer able to cancel it, because the parcel is already with the carrier. Whether anything can still be done depends on the actual logistics status of the parcel, so please contact us at store.vip@airmsen.com as soon as you can and we will check with the carrier.
If the parcel can still be stopped or recalled, we will arrange it and refund you. Stopping a parcel that is already in transit normally means the carrier charges us an additional logistics fee, and that fee is deducted from your refund. We will tell you the amount before we go ahead, so that you can decide whether you would rather let the parcel arrive and return it under the next part of this policy.
If the parcel can no longer be stopped, it will be delivered to you as normal. You can then return it under the next part of this policy. Please contact us at store.vip@airmsen.com and we will send you the return instructions. Please keep the parcel and its packaging in good condition until you have spoken to us.
If you have received your order
The rest of this policy applies once your order has arrived. It explains how long you have to return a product, what condition it must be in, which items cannot be returned, how to start a return, who pays the return shipping, and when your refund is paid.
Return window
You may return a product within 30 days of receiving it. The 30 days run from the date the parcel is delivered to you, not from the date you placed the order.
For the first 14 days you do not need to give us a reason. If you have simply changed your mind, you can still send the product back. This applies to every customer, in every country we ship to, and to every kitchen appliance we sell. It does not apply to accessories and spare parts, which are final sale items and are covered separately below.
The condition requirements in the next section apply to all returns, including returns made within the first 14 days: the product must come back unused and complete.
For the rest of the window, up to day 30, you can still return a product. The same conditions apply, and we will ask you for the photographs described below.
Some items are not covered by this 14-day change-of-mind window at all. Please see Final sale items below.
Condition of the product
A product can only be returned if it is in good condition: unused, undamaged, and complete with its original packaging.
You are welcome to open the packaging and inspect the product as you would in a shop, but the product itself must not have been used.
The same standard applies throughout the 30 days: the product must not have been used, and it must be sent back with its packaging. What the first 14 days change is that you do not need to give us a reason for the return.
The product must be shipped back in its original packaging, including all contents, materials and documentation: the item itself, all accessories, all components, all manuals, all cables and adapters, and the packing materials.
If your order included a free gift or promotional item, you must return the gift and all of its accessories together with the product. If the gift is not returned, its value will be deducted from your refund.
Please do not use the product before you decide. Opening the packaging and inspecting the product as you would in a shop is expected and is not a problem. Using it goes beyond inspection: this includes running it, installing it, filling it with water or any other substance, or modifying it.
If a returned product has been used, damaged or modified, or if accessories, packaging or a free gift are missing, we will assess the loss in value and make a proportionate deduction from your refund. Where a product has been used to the point that it can no longer be sold as new, the deduction may amount to the full value of the product.
We will always tell you what is being deducted and why, before the refund is issued.
Final sale items
Some of the items we sell are final sale. This means that they cannot be returned simply because you have changed your mind, and the 14-day change-of-mind window described above does not apply to them.
Accessories and spare parts are final sale items. This is because accessories are dispatched directly from our factory, and the price you pay for an accessory mainly covers the cost of international shipping. Sending one back to us would cost almost as much as the part itself.
Please check the accessory model carefully before you order, and make sure it is the correct part for your appliance. If you are not sure which accessory fits your model, please contact us at store.vip@airmsen.com before ordering, quoting your order number if you already have one, and we will confirm it for you. It is much easier for us to check this with you beforehand than to deal with a return afterwards.
If an accessory arrives faulty, damaged or different from the one you ordered, that is a different matter: that is a quality issue, and we will put it right. Please contact us at store.vip@airmsen.com and include your order number and photographs of the parcel and its contents.
We ask you to do this within 48 hours of receiving the parcel. The reason for this short period is that a parcel which arrives damaged or incorrect has to be reported to the carrier quickly. If you contact us after those 48 hours, we will still look at your case, but we may no longer be able to claim from the carrier, so please send your message as soon as you can.
Where an accessory is faulty, damaged or incorrect, you can return it, have it replaced, or receive a full refund, within 30 days of receipt, and we cover the return shipping cost in full. This is the only situation in which an accessory can be returned.
Sets, bundles and kits
If you bought a set, a bundle or a kit, the complete set must be returned before a refund can be issued. The items were sold and priced as a single unit, so we are not able to accept a partial return or issue a partial refund.
How to start a return
All returns must be arranged with us first. Contact us at store.vip@airmsen.com, quoting your order number, and tell us which product you would like to return.
Whichever part of the returns window you are in, and whatever the reason for the return, the product must come back to us unused, undamaged and in its original packaging, with the contents complete.
If you are returning a kitchen appliance, you do not need to give us a reason for the return. If you are returning an accessory, please see Final sale items above: an accessory can only be returned if it is faulty, damaged or incorrect.
If you are returning a product, please attach two photographs to your message, together with your order number: one showing that the product has not been used, and one of the original packaging. These photographs help us confirm that the product is unused and in its original packaging.
We may also ask you for photographs of the product and its packaging when we need to assess its condition, for example in order to calculate a deduction under the section above. This is only so that we can be fair and accurate about the condition of the product; it is not a condition of your right to return it.
We will review your request and reply with return instructions, including the return address and, if you would like one, a prepaid return label.
Please do not send anything back before you hear from us. A parcel sent back without contacting us first cannot be matched to your order, and we may refuse it.
You are responsible for the product until it reaches our warehouse, so please use a tracked service. If you use the prepaid label we provide, we are able to follow the parcel ourselves.
Return shipping costs
If you are returning a product because you have changed your mind, you are responsible for the cost of getting it back to us. We do not charge a return fee or a restocking fee of any kind: the only cost is what the carrier charges to move the parcel back, and we do not add anything on top of that amount.
There are two ways to do this. We can send you a prepaid return label, and its cost is deducted from your refund, so you pay nothing up front. Or you can arrange the return yourself with a carrier of your choice; in that case you pay that carrier directly, nothing is deducted from your refund, and we ask you to keep the receipt until your refund is complete.
If the product arrived damaged, is faulty, or is not what you ordered, we cover the return shipping cost in full. Nothing is deducted from your refund.
Refunds
When your return arrives at our warehouse we inspect it and check that it meets the conditions in this policy. We may need to ask you for further photographs or information before we can approve it.
Once your return has been approved, we process the refund within 5 to 10 business days of the inspection.
The money goes back to the original payment method used to make the purchase. It normally appears in your account within 2 to 10 business days after we process it, depending on your bank or card issuer. That second step is carried out entirely by your financial institution, and we are not able to speed it up.
We refund the price you paid for the product. Original delivery and handling charges are not refunded, unless the product arrived damaged, was faulty or was not what you ordered.
If the accessories, the components or a free gift are missing, or if the product has been used, or if it is not in the condition required by this policy, we may refuse the return or make a proportionate deduction from the refund to reflect the loss in value or the extra cost we incur. If we make a deduction, we will explain the reason and the amount to you first.
Damaged, faulty or incorrect products
If a product arrives damaged or faulty, or is not what you ordered, please contact us at store.vip@airmsen.com within 30 days of receipt, and include your order number and photographs of the product, the parcel and its packaging. The order number lets us find your order straight away, and the photographs let us see what has happened and put it right quickly.
Please report the problem within 48 hours of receiving the parcel, so that we can confirm with the carrier how the parcel was handled in transit. If you contact us after those 48 hours, we will still look at your case, but we may no longer be able to claim from the carrier.
If the item concerned is an accessory or a spare part, please also see Final sale items above.
We will arrange a replacement, a repair or a full refund, whichever you prefer. We also cover the return shipping cost in these cases.
Nothing in this section limits any warranty rights you may have under our Warranty Terms and Conditions at https://www.airmsen.com/pages/warranty-terms-and-conditions.
Exchanges
We do not offer exchanges. If you would like a different product, please return the one you have under this policy and place a new order on www.airmsen.com. This is quicker than an exchange, and it also lets you choose a different model or color at the same time.
This does not apply where a product arrives damaged, faulty or incorrect. In that case we will replace it, repair it or refund it, as described in the previous section.
If you miss the return window
To be eligible for a refund, the product must be sent back to us within the 30-day window. It does not have to reach our warehouse inside those 30 days: if you post it in time and it is then delayed in transit, we will still process your return in the normal way. Please keep your shipping receipt or your tracking details, as they are your proof of the date you sent it.
If the 30-day window has already closed and you have not yet sent the product back, we are not able to accept the return or issue a refund. If you think you are going to miss the window, please contact us before it closes and we will do what we can to help.
Products bought somewhere else
This policy applies only to products bought directly from us on www.airmsen.com. If you bought an AIRMSEN product from one of our authorized retailers, or from Amazon, Walmart, TEMU or any other platform, please contact that seller directly and follow that seller's returns policy: returns, refunds and replacements for those orders are handled by the seller, under that platform's own policy. We are not able to process a return or a refund for an order we did not take. Our Warranty Terms and Conditions may still apply to your product.
Contact
When you contact us, please always include your order number. It is the quickest way for us to find your order and answer you.
Email: store.vip@airmsen.com
Telephone: +1 844-725-2333
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