Return, Refund And Cancellation Policy

This Return, Refund and Cancellation Policy (“Policy”) is issued by AIRSCREAM UK LIMITED (“AIRSCREAM”, “Company”, “we”, “us”, or “our”) and governs your rights and obligations in respect of returns, refunds, and cancellations related to purchases made via our website and other sales channels (collectively, the “Services”). By placing an order with us, you acknowledge and agree to be bound by the terms of this Policy, in addition to our Terms and Conditions and any applicable law.



Definitions

  • In this Policy, unless the context otherwise requires, the following terms shall have the meanings ascribed below:
    1. “Goods” means the tangible products made available for purchase via our Services.
    2. “Order” refers to your submission of a request to purchase Goods from us.
    3. “Website” means the AIRSCREAM website located at www.airscreamuk.com.
    4. “You” or “Customer” refers to the individual or legal entity accessing, using, or purchasing from our Services.

Conditions For Return

  • Subject to the terms of this Policy, you may return Goods purchased from us, provided the following criteria are met:
    1. The return request is submitted within fourteen (14) calendar days from the date of delivery.
    2. The Goods are returned in their original, sealed, and unopened packaging.
    3. All accompanying documentation and accessories (including manuals, tags, labels, and inserts) are included.
    4. The Goods are unused, unaltered, and undamaged, save for any defect identified upon delivery.
  • Notwithstanding Clause 2.1, the following Goods shall be non-returnable:
    1. Goods manufactured to customer specifications or personalised items;
    2. Perishable items or those with a defined expiry that have lapsed;
    3. Goods unsealed after delivery and which, for health or hygiene reasons, cannot be returned;
    4. Goods that, by reason of their nature, become inseparably mixed with other items after delivery.
  • AIRSCREAM reserves the right to inspect all returned Goods and to decline returns that fail to comply with the criteria set out in Clauses 2.1 or 2.2.

Procedure For Returns

  • The Customer shall bear all costs and risks associated with the return of Goods to us.
  • Title and risk in the Goods remain with the Customer until such time as the returned Goods are received and accepted by us at the designated address.
  • All returns shall be directed to the relevant regional address, depending on where your purchase was made.
  • We strongly recommend that returns are shipped via an insured and trackable method. We disclaim all liability for Goods lost or damaged in transit and will not process refunds for such items unless and until the returned Goods are received in satisfactory condition.

Exchanges

  • We will replace Goods only where they are found to be defective or damaged upon receipt by the Customer. All exchange requests must be submitted within fourteen (14) calendar days from the date of delivery.
  • To initiate an exchange, you must contact our Customer Support through one of the following channels:

Email: customercare@airscreamuk.com

WhatsApp: +44 7300 926509


Gifts

  • If the Goods were marked as a “gift” at the time of purchase and were shipped directly to you, any applicable refund will be issued in the form of a gift credit to the value of the returned Goods.
  • To process a gift-related return, we may require you to provide proof of purchase and photographic evidence of any damage or defect.
  • Where the Goods were not designated as a gift, or were shipped to the purchaser before being gifted, all refunds shall be issued exclusively to the original purchaser via the original payment method.

Order Cancellation Rights

  • You have the right to cancel an Order:
    1. Within twenty-four (24) hours of placing the Order, provided that the Goods have not yet been processed or dispatched; or
    2. Within fourteen (14) calendar days from the date the Goods are delivered to you or a third party designated by you (excluding the carrier), pursuant to applicable consumer protection laws.
  • Partial cancellations are not permitted. Cancellation must apply to the entire Order.
  • To exercise your right of cancellation, you must notify us through one of the same channel as stated above.
  • Upon receipt and validation of your cancellation request, we shall process a full refund (excluding any delivery charges incurred prior to cancellation) via the original payment method within fourteen (14) calendar days, subject to receipt of any returned Goods in acceptable condition.

Shipping Availability

  • Our shipping options vary based on the platform used:
    1. UK Website: Shipping is available to customers in the United Kingdom, Canada, and Switzerland, subject to compliance with the Tobacco Products Directive (TPD) and other applicable local laws.
    2. Global Website: We offer international shipping where legally permitted. It is your responsibility to ensure that the import and use of our products complies with local regulations in your jurisdiction.

Contact Information

  • For all inquiries or further assistance regarding returns, refunds, or cancellations, please contact us via contact@airscreamuk.com