Returns and Refunds
Returns
Our return policy covers you for 30 days from the date of purchase. We accept returns for products that are faulty at the point of purchase, damaged during shipping, or missing from your order.
However, we do not accept returns for:
- Change of mind
- Fit or comfort preferences
- Products that have been used
To start your return, please email us at hello@airze.com.au with your order number or proof of purchase.
We only accept returns for items purchased directly from airze.com.au. And we cannot process returns for products bought from third-party websites or resellers.
To be eligible for a return, the item must be in its original packaging and in a resellable condition.
Return Shipping
If your product was damaged during shipping or faulty at purchase, we offer free return shipping.
If your return does not meet these criteria, return shipping costs may apply. Please contact us at hello@airze.com.au for more details regarding return shipping costs.
Refunds
Once we receive and inspect your return, we’ll notify you via email about the approval or rejection of your refund.
- If approved, your refund will be processed, and the amount will be credited to your original payment method within 3-5 business days (processing times may vary based on your bank or payment provider).
- If rejected, we will provide you with a reason and further instructions.
Partial Refunds
Partial refunds may be granted in the following cases:
- Any item not in its original condition, missing parts, or damaged for reasons not due to our or our delivery partners error.
- Any item returned more than 30 days after delivery.
Late or Missing Refunds
If you haven’t received your refund yet, follow these steps:
- Check your bank statement for a refund labeled AIRZE.
- Contact your credit card company, as it may take a few days for the refund to be posted.
- Contact your bank, as some financial institutions take up to 30 days to process refunds.
If you have completed these steps and still haven’t received your refund after 30 days, please email us at hello@airze.com.au.
Exchanges
We’re happy to replace items if they are defective or damaged during shipping or at purchase. If you need an exchange for the same item, email us at hello@airze.com.au to begin the process.
Please note that exchange processing times may vary depending on your location.
FAQs
Can I return my order?
Yes, we offer hassle-free 30-day returns for all orders placed on our official website. If your Airze Travel Pillow doesn’t meet your expectations, you can return it for a full refund within 30 days of purchase.
To begin your return, please email us at hello@airze.com.au with your order number or a copy of your receipt, and we’ll guide you through the process.
To be eligible for a return:
- The item must be purchased directly from our official website.
and - It must be unused and in its original packaging.
When will I receive my refund?
Once we receive and inspect your return, we’ll send you an email confirmation to notify you that your return has been received. If your return meets our refund criteria, we’ll process your refund right away.
Approved refunds will be credited back to your original payment method within 3-5 business days, depending on your bank or payment provider.
When would I not be eligible for a refund?
To ensure the highest hygiene standards, we cannot accept returns in the following cases:
- The product has been used, worn, or is not in its original condition.
- Items are returned more than 30 days after delivery.
- The product is damaged or missing parts for reasons not due to our or our delivery partners error.
- The item was purchased from a 3rd party distributor and not the offical Airze store.
If you’re unsure whether your order qualifies for a return, please feel free to contact us at hello@airze.com.au, we’re happy to help.
Do you offer exchanges?
Yes! We’re happy to exchange any faulty or defective items purchased directly from our official Airze website. If you believe your product qualifies for an exchange, please email us at hello@airze.com.au, and we’ll assist you in getting a replacement.
