Refund policy

Return & Refund Policy

If you are not happy with your item, we will give you your refund less any delivery costs and collection costs incurred by us 

What happens when you need to return your item:-
1) Reply back to the order confirmation email you received and confirm that you wish to return the item.
2) We will provide you with a returns authorisation number (Ticket No).
3) Repackage the item and all accessories and manuals in its original packaging or if you use alternative packaging, ensure its secure enough for it to get back to us.
4) Find a suitable courier from as Parcel2Go, DPD or Parcelforce.  Send the item back to us via a trackable courier service and email us the tracking number.  Always obtain a proof of postage and email so that we can identify your return and process your refund expeditiously. Please note that you are responsible for the cost of returning the item back to us.
5) Once we receive the returned item we will check the return.  If the item is unused we will refund you the price you paid less delivery costs we incurred in shipping the item.  
6) A refund will be processed within 14 working days from the date we received your item.  
7) The refund will be made to the same payment means you used for the initial transaction.

If you have used or installed the item
If you have used or installed the item, we can only give you a partial refund.  This can be up to 50% of the product's cost.  In this case you will have 14 days from the date of purchase to request a partial refund.

Partial Refunds
A returned item must be in the same condition in which you received it.  This means that new items must be returned in the exact condition in which you received from EcoAir (including all accessories).  A deduction will be made to the refund should you fail to return the item in the same condition or missing accessories.

Cancellation of Orders
If you wish to amend your order or cancel an order, please contact us immediately so that we can cancel the order in our system and not have the item despatched. We will cancel the order in our system and process your refund within 14 working days. In some circumstances it’s not possible to make changes to your order if it has been processed and is in transit. In this case you will need to return the item for a refund.

Items we cannot cancel 
There are some products which we cannot cancel, refund or exchange, such as customised systems or any fixed installation items.

Ordering

Ordering on shop.ecoair.org is easy - select the product/s that you want to purchase and click on Basket to check and go to Checkout.  You must agree to our Terms and Conditions before you can proceed to make your payment.   

Returns & Replacements

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it.  If you’d like to add products to your order, please place a new order for these items.  If you need to change your delivery address, remove the items from your order and cancel it.  Then reorder with the correct delivery address.  If your order has already been despatched or delivered, then you’ll need to follow our Returns procedure in the event of any unwanted products.  You can also return them to our showroom in London.  There are some products which we cannot cancel, refund or exchange, such as customised systems.  You must send the goods back to Unit 7, Propeller Park, 400 North Circular Road, London, NW10 0AB at your own cost.  You must inform us of your courier or post to tracking number.

Returns Procedures

We really hope you’re happy with your EcoAir product, but we understand that sometimes things don’t work out.

If you’ve changed your mind, you have 14 days from the date of purchase to let us know you’d like to return the item for a refund. Once you’ve told us, you then have another 14 days to return the item.

To receive a full refund, the item should be returned in its original condition, including all packaging, accessories, manuals, and protective materials. We may make a deduction if there is any loss in value due to handling beyond what’s necessary to inspect the product.

If your item arrives faulty or damaged, or develops a fault later on, please get in touch and we’ll arrange a repair, replacement, or refund, depending on the issue.

Please note: If, upon inspection, the item is found to be not faulty or has been falsely claimed as faulty, we reserve the right to make a deduction from your refund to cover any loss in value, return costs, or inspection fees.

We aim to process all refunds and replacements within 14 working days of receiving the returned item or proof of return. Refunds are issued to your original payment method.

Need help? Our customer care team is always happy to assist.

Please see our terms of service: https://ecoair.org/policies/terms-of-service