We want you to be happy with your purchase. This Return and Refund Policy explains how returns, cancellations, exchanges and refunds work for orders placed on https://www.airtexltd.co.uk.
1. Your Right to Cancel
If you buy from us online, you usually have the right to cancel your order within 14 days after receiving your goods.
After telling us you want to cancel, you then have another 14 days to return the goods to us.
To cancel your order, please contact us at:
Email: Support@airtexltd.co.uk
Order Number: Please include your order number
2. Items That Can Be Returned
To be eligible for return, items must be:
Unused
Unwashed
In original condition
In original packaging where possible
Returned with all tags, labels and accessories
3. Hygiene Products and Return Exceptions
For hygiene reasons, certain items may not be accepted for return if they have been opened, used, washed or removed from sealed packaging.
This may include:
Bedding items
Pillowcases
Sheets
Duvet covers
Towels
Bath mats
Socks
Personal textile items
This does not affect your rights if the item is faulty, damaged or not as described.
4. Faulty, Damaged or Incorrect Items
If your item is faulty, damaged or incorrect, please contact us within 7 days of delivery.
Please include:
Your order number
A description of the issue
Clear photos of the product and packaging
If the item is confirmed to be faulty, damaged or incorrect, we will offer a replacement, refund or other suitable solution.
5. Return Shipping Costs
For change of mind returns, the customer is responsible for return postage unless stated otherwise.
If the item is faulty, damaged or incorrect, we will cover the reasonable return cost or provide a return label where applicable.
Please keep your proof of postage until your refund has been processed.
6. Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
Approved refunds will be processed to your original payment method.
We aim to process refunds within 7 business days after receiving the returned goods. Your bank or payment provider may take additional time to show the refund in your account.
Under UK rules, businesses must refund eligible cancelled online orders within the required refund period after receiving the returned goods or evidence that the goods have been sent back.
7. Original Delivery Charges
Where you cancel your full order under your legal right to cancel, we will refund the standard delivery charge you paid, if applicable.
Extra delivery charges, such as express or premium delivery, may not be refunded beyond the standard delivery cost.
8. Exchanges
We may offer exchanges depending on stock availability.
If you need a different size, colour or product, contact us at Support@airtexltd.co.uk.
9. Non-Returnable Items
We do not accept returns for:
Used or washed items
Items damaged by misuse
Items without original hygiene seal where applicable
Gift cards
Personalized or custom made items
Clearance items marked as final sale, unless faulty
10. How to Return an Item
Contact us at Support@airtexltd.co.uk with your order number.
Wait for our return instructions.
Pack the item securely.
Send the item to the return address provided.
Keep your proof of postage.
Return Address:
113 River Road, Barking, IG11 0EG UK
11. Contact Us
For return and refund questions, contact:
Email: Support@airtexltd.co.uk