Refund policy

Effective July 01, 2026

This policy applies to orders placed on or after July 01, 2026. Orders placed before this date remain subject to the return policy displayed when the order was placed.

14-Day Return Period

AIRWINKS accepts return requests for eligible standard-stock products within 14 calendar days after confirmed delivery.

All returns require written authorization from AIRWINKS before the product is shipped back. Return authorization does not guarantee a refund. Returned products must be received and inspected before a refund is approved.

Return Eligibility

To qualify for a return, the product must:

• Be unused, uninstalled, unassembled and unmodified

• Be free from scratches, dents, bends, stains, adhesive, mortar, grout, paint or other installation materials

• Not have been cut, drilled, trimmed or altered

• Not have tile, wood, vinyl, stone or another flooring material permanently installed in the insert tray

• Include all original parts, packaging and protective materials

• Be clean and in resalable condition

• Include the original receipt or proof of purchase

• Have an approved return authorization from AIRWINKS

Products returned without prior written authorization may be refused and returned to the customer at the customer’s expense.

15% Restocking Fee

A 15% restocking fee applies to approved returns unless AIRWINKS confirms that:

• The product arrived damaged

• The product is defective

• AIRWINKS shipped the wrong product, size, colour or quantity

The restocking fee applies when the return is caused by circumstances including:

• A change of mind

• Ordering the wrong size, colour or quantity

• Duplicate orders

• Project cancellation

• Contractor or installation scheduling changes

• The product no longer being required

• Delivery taking longer than expected

• A missed installation appointment or project deadline

• Refused or unclaimed delivery

• Any other reason not caused by a confirmed AIRWINKS error

Products damaged, installed, modified or improperly handled by the customer may be refused if they cannot be resold.

Non-Returnable Products

The following products are final sale and cannot be returned or exchanged:

• Custom-sized products

• Made-to-order products

• Special-order products

• Preorder products

• Products with custom finishes, colours, dimensions or modifications

• Clearance products

• Products marked final sale

• Installed or previously used products

• Products that have been cut, drilled, trimmed, altered or modified

• Products with tile, wood, vinyl, stone or another material installed in the insert tray

• Products damaged after delivery

• Products returned without original packaging

• Products returned more than 14 calendar days after confirmed delivery

• Gift cards

Any final-sale or non-returnable notice shown on the product page forms part of this policy.

Shipping and Delivery Estimates

Processing, shipping, transit and delivery dates displayed on the AIRWINKS website, at checkout, in tracking information or in order communications are estimates unless AIRWINKS confirms a guaranteed delivery date in writing.

Free shipping and standard shipping are not express or guaranteed delivery services. Carrier transit time begins after the package has been transferred to the carrier.

Delivery may be affected by weekends, holidays, severe weather, customs processing, carrier interruptions, remote delivery locations, incorrect addresses or other circumstances outside AIRWINKS’ reasonable control.

AIRWINKS is not responsible for installation delays, contractor scheduling, missed appointments, lost labour time, accommodation expenses, rental expenses or other indirect project costs resulting from a delivery delay.

Customers purchasing for a time-sensitive project should contact AIRWINKS before placing an order. A delayed delivery or missed project deadline does not make the product defective and does not qualify the customer for a free return or exemption from the restocking fee.

Nothing in this section limits any consumer right that cannot legally be excluded.

Order Cancellations

Orders begin processing shortly after they are placed.

Customers may request cancellation before processing or fulfillment begins, but cancellation is not guaranteed.

An order normally cannot be cancelled after:

• Fulfillment or production has started

• The product has been packed

• A shipping label has been created

• Tracking information has been issued

• The package has been transferred to the carrier

• Work has started on a custom, made-to-order or special-order product

If an order has already shipped, the customer must request a return after delivery. The standard return requirements, restocking fee and shipping deductions will apply.

Refusing delivery does not constitute an approved cancellation.

How to Request a Return

To request a return, email:

info@airwinks.com

The request must include:

• Customer name

• Order number

• Product and quantity being returned

• Reason for the return

• Clear photographs of the product

• Clear photographs of the original packaging

AIRWINKS will review the request and provide return instructions if the return is approved.

Do not send a product back before receiving written return authorization.

Return Address

Approved returns must be sent to:

AIRWINKS
4220 Hyde Park Blvd, Unit #167882
Niagara Falls, NY 14305
United States

The order number and return authorization information must be included with the package.

Sending a product to this address without prior written authorization does not guarantee that the shipment will be accepted or refunded.

Approved returns must be shipped within 7 calendar days after authorization is provided. The authorization may expire if the product is not shipped within this period.

AIRWINKS is not responsible for products sent to an incorrect, outdated or unauthorized address.

Return Shipping and Refund Deductions

Unless AIRWINKS confirms that the customer received a damaged, defective or incorrect product:

• The customer is responsible for return shipping

• AIRWINKS does not provide a prepaid return label

• The customer must use a trackable shipping service

• The customer should purchase sufficient shipping insurance

• Original shipping and handling charges are non-refundable

• A 15% restocking fee will be deducted from the product price

• The actual outbound shipping cost paid by AIRWINKS will be deducted from the refund, including when free shipping was provided

• Carrier charges, address correction fees, return shipping costs or handling charges incurred by AIRWINKS may also be deducted

Free shipping means AIRWINKS paid the original shipping cost on the customer’s behalf. It does not mean the carrier provided shipping at no cost.

Packages sent cash on delivery or with unpaid shipping, brokerage, customs or other charges will not be accepted.

AIRWINKS is not responsible for returns that are lost or damaged while being shipped by the customer.

Return Inspection

All returned products will be inspected after receipt.

AIRWINKS may reduce or deny a refund if the returned product:

• Shows signs of installation or use

• Is scratched, bent, dented, stained or damaged

• Has been cut, drilled, trimmed, altered or modified

• Has flooring material installed in it

• Is missing parts, packaging or protective materials

• Cannot be resold as new

• Was improperly packaged for return shipping

• Does not match the approved return request

• Is otherwise ineligible under this policy

If a return is rejected, the customer is responsible for any shipping cost required to send the product back to them.

Failed, Refused or Unclaimed Deliveries

Customers are responsible for providing an accurate and complete shipping address and for monitoring tracking information and carrier notices.

If delivery fails because the customer is unavailable, the address is incorrect, the customer refuses the package or the customer does not arrange pickup or redelivery, the order will not qualify for a free replacement or full refund.

If the package is returned to AIRWINKS, any approved refund may be reduced by:

• The 15% restocking fee

• Actual outbound shipping costs

• Return shipping costs

• Carrier surcharges

• Address correction fees

• Handling charges

• Any loss or damage occurring during the return process

If the package is abandoned, destroyed, lost or not returned because the customer failed to receive or collect it, AIRWINKS may deny the refund except where otherwise required by law.

Damaged, Defective or Incorrect Products

Customers must inspect their order promptly after delivery.

A damaged, defective, missing or incorrect product must be reported within 3 calendar days after confirmed delivery.

The claim must include:

• Order number

• Clear photographs of the product

• Photographs showing the damage or defect

• Photographs of the exterior and interior packaging

• A photograph of the shipping label

• A description of the problem

The product and packaging must not be installed, cut, modified, painted, altered or discarded before AIRWINKS reviews the claim.

If AIRWINKS confirms that the product arrived damaged, is defective or was shipped incorrectly, AIRWINKS may provide replacement parts, a replacement product, a prepaid return label or a refund.

The restocking fee and outbound shipping deduction will not apply to a confirmed damaged, defective or incorrect product supplied by AIRWINKS.

Damage caused after delivery by installation, cutting, modification, improper storage, mishandling, tools, flooring materials, contractors or the customer is not considered shipping damage or a product defect.

AIRWINKS may deny a claim if the product was installed, modified or discarded before AIRWINKS had an opportunity to review it.

Exchanges

AIRWINKS does not process direct exchanges.

Customers may return an eligible product under this policy and place a separate order for the replacement product.

The restocking fee, outbound shipping deduction and return shipping responsibility apply unless the exchange is required because AIRWINKS supplied a confirmed damaged, defective or incorrect product.

Refund Processing

AIRWINKS will notify the customer after the returned product has been received and inspected.

If approved, the refund will be issued to the original payment method within 10 business days, less the restocking fee and any other applicable deductions.

No refund will be issued until the returned product has been physically received and inspected.

Banks, credit card companies and payment providers may require additional time to post the refund.

If more than 15 business days have passed since AIRWINKS confirmed that the refund was issued, contact info@airwinks.com.

Legal Rights

This policy does not exclude, restrict or replace any consumer right that cannot legally be waived under applicable federal, state, provincial or local law.