Returns Policy

If you're not happy with your purchase for whatever reason, please reach out to us; the process is outlined below. Please note this policy affects all standard items. Exceptions to this policy include Flooring and Customised items. 

STANDARD RETURNS POLICY

If you receive the order and you are not satisfied with item(s), you are welcome to return the item(s). The process is as follows:

• Please notify us within 7 days of receiving the item; please email enquiries@airloom.co.za ; please include your order number in the mail.
• Please re-wrap the item with the packaging it arrived in and in a suitable manner for courier transport (i.e. securely wrapped and sealed in the plastic).
• We will liaise with you regarding the collection of the item.
• Once we have received the item back from you, we will assess the item(s). 
• See details below for refunds

FLOORING RETURNS POLICY

Flooring is heavy and bulky and as such returns are not easy. The following should be noted:

• In general, Flooring is not available for return.
• Defective products are covered by the relevant product's manufacturer warranty. In order to notify us of a Warranty claim (i.e. defective flooring product or installation), please email enquiries@airloom.co.za with as much detail as possible (description, pictures, invoice/order numbers). If the flooring is installed, a site inspection will be required to assess the validity of the claim. The manufacturer or manufacturer's representative may be required to do a separate site visit.
• Flooring that is cut from a roll (i.e. the customer's requirement was cut from a 'mother' roll) is not available for return. On a case-by-case basis, Airloom may take take the goods back. In this instance a handling surcharge is charged as a percentage of the total quantity.
• Flooring delivered in boxes is only available for return if the box is unopened, and may be subject to additional handling charges.

COST OF RETURN

All returns are subject to a collection fee of R265 (inc. VAT).

Should you wish to return the item yourself (either in person or via your preferred courier service), the collection fee will be waived.

Please note that should you wish to return the item yourself, the care and insurance of the item in transit is the responsibility of the customer.

Airloom reserves the right to re-quote the collection fee based on factors including:

• The number of items in the return
• The weight of the return
• The dispatch location of the return

COST OF RETURN - FLOORING

As noted, Flooring in general is not available for a refund unless covered by the Manufacturer's warranty. 

Should Flooring be made available for return on a case-by-case basis, a handling surcharge may be charged (usually as a percentage of the value of the goods). Although labelled a 'handling surcharge' this charge covers not only the logistics, but also the impact on inventory as returns generally increase wastage factors (due to end of rolls, dye batches, etc.)

DEFECTIVE PRODUCTS

Should you believe your product to be defective within 6 months of receiving your order, please email enquiries@airloom.co.za . Please include in your email your order number, the problem you are experiencing and pictures if possible so that we can best assess the next course of action.

Should a product be confirmed by Airloom to be defective, Airloom will:

• Replace the defective item; or
• Repair the defective item; or
• Refund the customer the value of the item 

Collection fees will be refunded should an item be found to be defective

Please note the following are not considered to be defects:

• Fair wear and tear
• Purposeful or negligent damage of the product
• Use of the product outside its normal intended use
• Use of inappropriate cleaning materials or techniques including the use of worn or damaged vacuum cleaner attachments.
• Pet damage:
• Products recommended under the “Pet-Friendly” Category are not Pet-Proof. Rather they are products that are best cleaned and have the tightest weaves.

DEFECTIVE PRODUCTS - FLOORING

If you believe your flooring to be defective, we need to generate a Warranty Claim with the relevant manufacturer.

In general this process goes as follows:

• Please notify us of the potential claim via email - enquiries@airloom.co.za Please include as much detail as possible, including a description, pictures, invoice/order numbers.
• If required, a site visit will be arranged. A report of the visit will be prepared.
• If required, a site visit with the Manufacturer/Manufacturer's Agent may be required
• A resolution will be communicated.

Please note the following are not considered to be defects:

• Fair wear and tear
• Purposeful or negligent damage of the product
• Use of the product outside its normal intended use
• Use of inappropriate cleaning materials or techniques.

REFUNDS

Please note the following points regarding refunds:

• A refund can only be approved once a returned item is received and inspected by Airloom
• Refunds are usually done within 7 business days.
• Refunds usually take place on a Friday

Refunds are done via eft and are not charged back to a credit card; please allow 48 hours for your funds to reflect from our FNB account.

ITEMS NOT ELIGIBLE FOR A REFUND

Custom Rugs are not eligible for a refund. Click here for more information on Custom Rugs.

Flooring is not eligible for an automatic refund and will be handled on a case-by-case basis.