Shipping & Returns Policy
CUT OFF TIME
Orders received by 10am are processed on the same working day subject to payment clearance and security checks (excluding weekends and public holidays. For example, If you order after 10am on a Friday, we can only process your order on the next working weekday). Orders processing are subject to:-
1) PAYMENT CLEARANCE & SECURITY CHECKS
Order payments are subject to payment clearance and security checks by 10am before they can be processed. If the payment clearance and security checks is completed, your order will be processed on the next working day.
2) SHIPPING ADDRESS
Please ensure your shipping address is correctly stated on your order and it should match your credit card registered address to avoid any fraud flag by the payment processor partner.
CHRISTMAS & NEW YEAR HOLIDAYS
During the Christmas and New Year holidays, our warehouse will be closed on Christmas Day, Boxing Day and New Year's Day. Therefore, orders placed between Christmas Eve and New Year's Eve will be delayed due to the closing of the warehouse.
DELIVERIES
Deliveries will usually be made from Monday to Friday 8.00am - 6pm. If there's no-one in when we deliver, each time an attempt is made, our courier will leave a card at the delivery address confirming they have tried to deliver. Please follow the instructions on the card to rearrange delivery or collect your order.
We deliver to most postal areas in the UK and Northern Ireland, but we're sorry that geographical location and carrier availability can restrict our service. We may not always be able to deliver certain products to Northern Ireland, the Channel Islands, Isles of Scilly and Isle of Man.
Pallet Delivery
Heavy and bulky items typically items weighing 30Kg or above or bulky item that a standard courier is unable to carry will be delivered via a pallet delivery.
Please note that a pallet delivery is a "kerb-side" delivery which means that the driver will only deliver to the front of your property. Unfortunately they will not be able to assist you with carrying your item into your property. The item comes with a pallet to protect the item during transit. You will be responsible to dispose of the pallet after the delivery.
Refund policy
If you are not happy with your item, we will give you your refund less any delivery costs and collection costs incurred by us if it's unused. If its used, you can still get up to 50% of the item cost refunded.
What happens when you need to return your item:-
- Reply back to the order confirmation email you received and confirm that you wish to return the item.
- We will provide you with a returns authorisation number (Ticket No).
- Repackage the item and all accessories and manuals in its original packaging or if you use alternative packaging, ensure it's secure enough for it to get back to us.
- Find a suitable courier from as Parcel2Go, DPD or Parcelforce. Send the item back to us via a trackable courier service and email us the tracking number. Always obtain a proof of postage and email so that we can identify your return and process your refund expeditiously. Please note that you are responsible for the cost of returning the item back to us.
- Once we receive the returned item we will check the return. If the item is unused we will refund you the price you paid less delivery costs we incurred in shipping the item.
- A refund will be processed within 14 working days from the date we received your item.
- The refund will be made to the same payment means you used for the initial transaction.
If you have used or installed the item
If you have used or installed the item, we can only give you a partial refund. This can be up to 50% of the product's cost. In this case you will have 14 days from the date of purchase to request a partial refund.
Partial Refunds
A returned item must be in the same condition in which you received it. This means that new items must be returned in the exact condition in which you received from EcoAir (including all accessories). A deduction will be made to the refund should you fail to return the item in the same condition or missing accessories.
Cancellation of Orders
If you wish to amend your order or cancel an order, please contact us immediately so that we can cancel the order in our system and not have the item despatched. We will cancel the order in our system and process your refund within 14 working days. In some circumstances it’s not possible to make changes to your order if it has been processed and is in transit. In this case you will need to return the item for a refund.
Items we cannot cancel
There are some products which we cannot cancel, refund or exchange, such as customised systems or any fixed installation items.