Refund policy

Refund and Return Policy

At AIRO, we want customers to feel confident when shopping with us. This policy explains how returns, refunds, damaged items, and faulty products are handled.

Change-of-mind returns

If you change your mind, you have 14 days from the day your order is delivered to contact us and request a return.

After your return request is accepted, you will have another 14 days to send the item back to us.

To be eligible for a change-of-mind return, the item must be unused, in its original condition, and returned with its original packaging, accessories, manuals, and any items included in the box.

Customers are responsible for paying the return shipping cost for change-of-mind returns. We recommend using a tracked delivery service, as we cannot be responsible for returned items that are lost or damaged during return shipping.

Damaged, faulty, or incorrect items

If your item arrives damaged, faulty, not working, or you receive the wrong item, please contact us as soon as possible at support@shopairo.co.uk.

Please include:

  • Your order number

  • A clear description of the issue

  • Photos or videos showing the damage, fault, or incorrect item

  • A photo of the packaging, if the parcel arrived damaged

If the item is confirmed to be faulty, damaged, or incorrect, we will offer a suitable solution. This may include a replacement, repair, or refund, depending on the issue.

You will not be responsible for return shipping costs if the item is faulty, damaged, or incorrect.

Items that cannot be returned

We may not accept returns for:

  • Items that have been used, damaged, or altered by the customer

  • Items returned without original packaging or missing accessories

  • Items returned after the return period has passed

  • Sealed hygiene-related items that have been opened, where applicable

  • Gift cards or digital products, if sold

This does not affect your legal rights if an item is faulty, damaged, or not as described.

How to start a return

To start a return, please contact us at support@shopairo.co.uk before sending anything back.

Please include your order number and the reason for your return. We will then provide instructions on where to send your item.

Do not send items back without contacting us first, as this may delay your refund.

Return method

Returns are accepted by mail only.

Return address

Returns should be sent to:

155 Manchester Road, Bury, BL9 0TD, United Kingdom

Exchanges

We do not offer direct exchanges.

If you would like a different item, you can return the original item if it is eligible under this policy and place a new order.

Restocking fee

We do not charge a restocking fee.

Refunds

Once we receive and inspect your returned item, we will let you know whether the refund has been approved.

If approved, your refund will be sent back to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

For change-of-mind returns, return shipping costs paid by the customer are not refunded.

If you selected a paid or upgraded delivery method, the original delivery cost may not be refunded unless the item is faulty, damaged, incorrect, or not as described.

Late or missing refunds

If you have not received your refund yet, please first check your bank account again. Then contact your bank or payment provider, as processing times can vary.

If you have done this and still have not received your refund, please contact us at support@shopairo.co.uk.