We hope that you are pleased with your purchase from The Air Factory. However, we understand that there are occasions when you need to return goods to us.

Goods Faulty on Arrival:

If your goods are faulty on arrival, you have 28 days to inform us of the fault (please note that for business customers, this is 14 days). When the goods are returned to us and the fault has been verified, we’ll issue a full refund to you via your original payment method.

Goods Damaged in Transit:

If your goods were damaged in transit, we request that you report it to us within 7 days. If goods are visibly damaged on receipt, its best to sign the delivery note accordingly. Once the damaged goods are received back into our warehouse, we’ll issue a full refund to you via your original payment method.

Goods Faulty in Warranty Period:

If your goods develop a fault but it’s more than 28 days since receipt, then provided your product is within its warranty period, you are entitled to a warranty repair. The warranty does not include the delivery cost of picking up faulty item(s) or delivery of a replacement, but we do offer a disounted delivery cost.

If you have changed your mind:

If you have simply changed your mind about your order and you wish to return your goods, then in line with the Distance Selling Directive (DSD) you can do so provided you inform us of this decision within 10 days from receipt. The goods must not be opened nor used and must be ‘as new’ when returned to us. Once you’ve informed us of your decision to return goods under DSD, you have 28 days to do so at your own expense. Once goods are received at The Air Factory, we’ll issue a full refund for the cost of the goods to your original payment method. Please note this policy does have some limitations and does not apply to business customers.

Under the Distance Selling Regulations 2000, you have a right to cancel your order for any item purchased on this website for a full refund. You are entitled to a seven day "cooling off" period from the date after you receive your goods. This does not apply to items personalised or made to your specification, including various non-standard finishes or colours chosen. To check if the item you are ordering is returnable please call our office on freephone 02088710091 before you place an order. To cancel, you can email us or write to us (see contact us for details) within seven days of delivery of your item(s), quoting your order number. We cannot arrange returns by telephone. You must take reasonable care of the item(s) and must not use them. Item(s) may be returned to The Air Factory, or we can arrange collection for you. In either case you as the customer will be expected to pay for the transport of goods back to us; for a collection we charge £50. Once the goods have arrived back to The Air Factory we can issue a full refund by cheque, providing the goods are in the same condition in which they were sent. PLEASE NOTE: OUR PRICES MAY BE SUBJECT TO CHANGE AND WE UPDATE THIS WEBSITE ON A DAILY BASIS.