Refund policy

Thank you for shopping at Airoe! We love our customers and want you to love your purchases without the stress of being stuck with an item you don't like. We understand the difficulties of shopping online and will ensure to provide top notch service so you will always be happy shopping with us! For return and refund details please review the below:

30-Day Airoe® Return Policy:

Airoe® will accept, for return or exchange, items that are purchased off our website within 60 days of the purchase under the following conditions:

There is no visible signs of damage
All original packaging is intact

Any sign of damage will compromise the Airoe® guarantee

We do not accept returns for used products.

Item(s) cannot be returned or exchanged after 60 days of purchase.

Several types of goods are exempt from being returned. We also do not accept products that are intimate (under-garments) or sanitary goods, hazardous materials, or flammable liquids or gases.

To complete your return, we may require a receipt or proof of purchase (order confirmation email) with your order number.

We can not initiate a return until all packages either arrived to you or we have received confirmation from our carrier that all packages have been successfully shipped.

For all returns of exchanges please contact hello@airoetravel.com and provide them with your order number and reason for return or exchange. They will handle your request based on the rules stated in this page.

Cancellation:

Orders must be cancelled within 48 hours of purchase or prior to being sent to our logistics team. If you fail to cancel an order before the allotted time you must wait until it arrives to return it. We will provide you with the return shipping information upon receipt of your package.

Exchanges (if applicable):

The fastest way to ensure you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item. For all exchanges please contact hello@airoetravel.com and provide them with your order number and reason for return or exchange. They will handle your request based on the rules stated in this page.

Return Shipping (if applicable):

You will be responsible for paying for your own shipping costs for returning your item.

If you are shipping an item over $75, please consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Customers are welcome to utilize our return service. Please note that a base fee of $20 USD per item will be deducted from the total refund amount to cover shipping and customs fees. These fees are non-refundable, as we are not liable for associated costs.

Refunds (if applicable):

Upon receipt and inspection of your return, we will send you an email confirming that we have received your returned item and notifying you of the approval or rejection of your refund request. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

Refunds will only cover the cost of the returned product. You are responsible for all shipping costs associated with sending and returning the item(s).

Shipping protection, which ensures the safe delivery of your package, is nonrefundable.

Please note that standard shipping fees are nonrefundable. Airoe® assumes no liability for shipping costs.

Used products will not be accepted nor will a full or partial refund be granted for used products.

Late or Missing Refunds (if applicable):

There is often some processing time between financial institutions before a refund is posted (between 2-3 days is normal). If you still have not received your refund after this time-frame, please send us an email at hello@airoetravel.com and allow us the opportunity to investigate the matter further.

Gifts:

Follow instructions above for returning online orders. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be emailed to you.

Damaged Items:

If you receive a damaged or defective item, please submit a request to our email team hello@airoetravel.com

If you do not report the damage to us within this 48 hour period, we may not be able to honor your claim. We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests.

You will be responsible with providing evidence of your claim within the 48 hour time frame by providing image based evidence within the 48 hour time frame.

Airoe® assumes no responsibility for damaged items. We offer shipping insurance to facilitate prompt replacement or exchange of damaged products. However, the decision to provide a replacement is entirely at the discretion of Airoe®.

You are obligated to return the damaged product to Airoe®. Failure to return the damaged product within the specified time frame of 14 days will result in charges equivalent to the full cost of the replacement item and shipping costs associated.

Stolen Items:

Airoe® is not liable for any loss, theft, or damage of packages once they have been marked as delivered by the local delivery service. It is the customer's responsibility to ensure the security of the delivered package. Any claims regarding stolen packages must be directed to the local delivery service. Airoe's liability ceases upon confirmation of delivery as provided by the local delivery service's tracking information. There are no exchanges or refunds for stolen packages as this is outside the responsibility of Airoe®.

In the event of a stolen package immediately contact your local law enforcement and your local delivery service. If unsure of the local delivery service please contact the Airoe® Support Team immediately at hello@airoetravel.com as they will be able to promptly guide you through the process.

Airoe® Restocking Fee:

Any item returned to Airoe without its original packaging is subject to a restocking fee. This fee is calculated at 1% of the original purchase price of the item(s). This will be added to your account as a placeholder until the item(s) are returned to be inspected.

2. Conditions of the Restocking Fee
The restocking fee applies solely to items that are returned without their original packaging.
The original packaging includes any boxes, bags, manuals, accessories, and labels as were originally provided with the product at the time of purchase.
Items returned in original condition with all packaging intact are not subject to the restocking fee.
3. Deduction of Restocking Fee from Refund

The restocking fee, where applicable, will be deducted from the total refund amount issued to the customer. No separate invoice will be generated for this fee.

4. Exclusions
This policy does not apply to items that are defective or damaged upon receipt by the customer. Customers are required to report such issues to Airoe® within 48 hours of receipt to qualify for exclusion from the restocking fee.
Exemptions may also apply under certain conditions as outlined in the Airoe® policies.
5. Acknowledgment and Acceptance

By making a purchase from Airoe®, the customer acknowledges and agrees to this Restocking Fee Policy. This policy may be amended at the discretion of Airoe®, and updates will be made available on our website and via email.

Airoe® Warranty:

Airoe® provides a 1 year warranty for exchanges of any damaged backpack during your first year. This guarantee does not warrant a refund and should not be taken as a guarantee for a refund. No partial, or full refund will be initiated after our initial 60 day refund policy. This warranty is at the discretion of Airoe®. If the damage was caused by purposeful or intentional methods we will not exchange your product. This warranty excludes any damage caused by delivery. If this is not reported to us within 48 hours their is nothing further that can be done.

Fraudulent Chargeback Returns & Stolen Goods

Customers who initiate a fraudulent chargeback on a delivered item will be held liable for all delivery costs, as well as any fees incurred due to the chargeback, including bank and administrative fees. Initiating a chargeback on delivered goods will be treated as an act of theft.

Customers are required to arrange their own return service for the item(s). All goods must be returned within 7 calendar days from the date the chargeback is initiated. Failure to return the goods within this timeframe will result in legal action to recover the value of the goods, all associated fees, and legal costs.

If the goods are not returned within 30 calendar days, we will file a police report with the customer’s local law enforcement and initiate legal proceedings to recover our property. Regardless of the condition of the goods, customers must notify us within 48 hours of any incidents or damages, providing direct proof of the issue. Full documentation, including evidence of damages, must also be submitted promptly. By purchasing from Airoe® all terms are agreed upon unconditionally. It is the customers responsibility to properly review our policies. Airoe® is not held responsible for any customer negligence and Airoe® holds all authority to seek it's property.

Thank you for choosing Airoe® for your online shopping needs!

We would love to hear your feedback, questions, or any concerns. Please feel free to email us at hello@airoetravel.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve.