Last updated: 14 September 2026
At AirVex, we back every order with our 60-Day Satisfaction Guarantee. If AirVex Pro doesn't work for you, we make it right.
This policy explains how our returns, refunds, and guarantee work — alongside your rights as a consumer under UK and EU law.
You have 60 days from the day your order arrives to request a full refund.
How we handle your return depends on whether you've opened your AirVex Pro or not.
Return the sealed, unused product to us within 60 days for a full refund of the product price. Follow the steps under "How to Request a Return" below.
Return address: AirVex Returns c/o Stanisław Turczak ul. Generała Tadeusza Kutrzeby 54a 52-213 Wrocław Poland
Please contact us before sending anything back so we can log your return and confirm the correct address for your order.
AirVex Pro is worn in the mouth, so once opened it is a sealed hygiene product that cannot be resold and, under UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, is exempt from the standard 14-day statutory right to cancel once its seal is broken.
Even so, we voluntarily extend our 60-Day Satisfaction Guarantee to opened items. If it hasn't worked for you within 60 days of delivery:
This goodwill offer is separate from your statutory rights and does not replace them.
If your order arrives damaged, defective, or is not what you ordered, contact us within 14 days of delivery at airvex.shop@gmail.com. Please include:
We arrange a free replacement or a full refund — whichever you prefer. You are not asked to pay for return shipping, replacement shipping, or anything else in these cases.
If a product develops a fault outside our 60-day guarantee but within a reasonable period, you may still have rights under the Consumer Rights Act 2015 (see "Your Consumer Rights" below).
For sealed returns, we recommend a tracked shipping service. We can only process a refund for a sealed return once the item reaches us in resellable condition.
Once we receive and inspect your return (for sealed items), or confirm your refund by email (for opened items or damaged goods), we process the refund within 5 business days.
Refunds go back to the original payment method used for the order. After we process the refund, funds typically appear in your account within 3–5 business days, depending on your bank or card issuer.
Original shipping fees paid on the order (if any) are non-refundable unless the return is due to our fault.
We prepare and dispatch orders quickly to get them to you fast. We can only guarantee cancellation if you contact us within 12 hours of placing your order.
After that, your order may already be with our fulfilment carrier and cannot be cancelled. You can still return it under this policy once you receive it.
For AirVex subscription orders, see our Subscription Terms for how cancellation, pauses, and refunds work for each shipment. Our 60-Day Satisfaction Guarantee applies to every subscription shipment.
Our 60-Day Satisfaction Guarantee, return options, and refund policy apply to individual consumer purchases only.
Orders that we identify as bulk purchases, resale orders, or orders shipped to freight forwarders or parcel-forwarding services may not be eligible for refunds under our voluntary guarantee. This does not affect your statutory rights as a consumer.
You have statutory rights under UK law that this policy does not affect.
Under the Consumer Rights Act 2015, products we supply must be of satisfactory quality, fit for their purpose, and as described. If they are not, you may be entitled to a refund, repair, or replacement.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day right to cancel most online purchases for any reason. Sealed goods that are not suitable for return for health protection or hygiene reasons — such as AirVex Pro — are exempt from this 14-day right once unsealed. Our 60-Day Satisfaction Guarantee gives you a longer, more generous voluntary right regardless.
If you have been told your refund has been processed but the money has not reached your account within the timeframes above, please contact us at airvex.shop@gmail.com with your order number and we investigate. In most cases, delays are on the bank or card network side, and we can help by resending our proof of refund for your bank to trace.
If you believe we have wrongly declined a refund, you can also raise a formal complaint through the routes listed in our Legal Notice.
For any return, refund, exchange, or guarantee question, email airvex.shop@gmail.com with your order number. We reply within 1–2 business days.