Shipping, Returns & Warranty
Last updated: 1 August 2026
At Chalong Air Recovery, we want every order to arrive safely and every customer to feel confident in their purchase. This policy explains our order processing, international delivery, returns, refunds and product warranty.
For assistance, contact us at chalongair24@gmail.com before returning any product.
Shipping
Order processing
Orders are normally processed within 1–2 business days.
Processing time begins after your payment has been successfully confirmed. Orders placed on weekends or public holidays will begin processing on the next business day.
Delivery estimates begin once your order has been dispatched and do not include the initial processing period.
Worldwide delivery
We offer worldwide shipping to destinations supported by our delivery partners and shown at checkout.
In the unlikely event that we cannot fulfil delivery to your location because of carrier restrictions, customs requirements or route availability, we will contact you and provide a full refund.
Delivery options
Customers may choose between the following services at checkout:
Express Shipping — estimated 6–8 business days
Express orders are normally shipped using services such as DHL or FedEx.
The delivery estimate applies to carrier transit and does not include unexpected customs delays.
Import duties, taxes and customs charges are not included. Any applicable charges are the responsibility of the recipient and may be collected by the courier or local customs authority before delivery.
Duties-Paid Shipping — estimated 8–14 days
Our duties-paid service includes:
- International delivery
- Customs clearance
- Applicable import duties and taxes
- Tracked delivery to the shipping address
The amount paid at checkout is intended to be the final landed cost, with no additional import-duty payment required from the customer.
All delivery estimates are approximate and may be affected by customs inspections, carrier disruption, public holidays, weather, remote-area delivery or circumstances outside our reasonable control.
Tracking
Tracking information will be provided once your order has been dispatched.
Tracking may take a short period to update after the parcel has been collected by the carrier.
Incorrect shipping addresses
Customers are responsible for providing a complete and accurate delivery address.
Contact us immediately if you notice an error. We will make reasonable efforts to correct the address before dispatch, but we cannot guarantee changes once an order has entered fulfilment.
If an order is returned, delayed or lost because the customer supplied an incorrect or incomplete address, additional shipping charges may apply.
Customs charges and refused deliveries
Customers selecting Express Shipping are responsible for any import duties, taxes or customs charges.
Refusing a delivery or failing to pay applicable import charges does not automatically cancel the order. Parcels returned for these reasons will normally be treated as change-of-mind returns. Return shipping, customs expenses and other carrier charges may be deducted from the refund where legally permitted.
Lost, missing or stolen deliveries
Parcels confirmed lost in transit
If the courier confirms that a parcel has been lost before delivery, Chalong Air Recovery will arrange either:
- A replacement order; or
- A refund to the original payment method.
We may need to complete a carrier investigation before issuing a replacement or refund.
Parcels marked as delivered
If tracking shows that your parcel was delivered but you cannot locate it, please:
- Check around the delivery location.
- Ask members of your household, neighbours, reception or building management.
- Contact the courier using the tracking number.
- Contact Chalong Air Recovery within 48 hours.
We will assist with the carrier investigation.
If the courier confirms that the parcel was misdelivered or lost, we will arrange an appropriate replacement or refund. If the carrier provides evidence that the parcel was correctly delivered to the address supplied at checkout, loss or theft occurring after confirmed delivery may not be covered, except where applicable law requires otherwise.
Cancellations
Orders may be cancelled for a full refund provided they have not yet been dispatched.
Contact us as soon as possible with your order number. Because orders are processed quickly, cancellation cannot be guaranteed once fulfilment has begun.
Once an order has been dispatched, it can no longer be cancelled and must instead follow the change-of-mind return process below.
Returns
14-day return period
You may request a change-of-mind return within 14 days of confirmed delivery.
Contact us before sending anything back. Returns sent without prior approval may be refused or delayed.
After your return has been approved, the product must be sent within the timeframe provided in your return instructions.
Return condition
For a change-of-mind return, the product must be:
- Unused and unworn
- Clean and free from marks, odours or damage
- In its original packaging
- Complete with all controllers, cables, hoses, chargers, garments, accessories, manuals and cases
- In a condition suitable for resale
Products that have been used beyond what is reasonably necessary to inspect them may be refused or may receive a reduced refund where permitted by law.
Used products remain eligible for a remedy when they are genuinely defective or where mandatory consumer law applies.
Return authorisation
Before returning an order, email [insert customer-service email] with:
- Your order number
- The product being returned
- The reason for the return
- Photographs or video where relevant
Once approved, we will provide the return address and instructions.
Do not return products to the address shown on the original shipping label.
Return location
Approved returns may need to be shipped to our fulfilment or service partner in China.
International return shipping can be expensive. Customers should review the expected return cost before purchasing and use a tracked, appropriately insured service.
Return shipping costs
For change-of-mind returns, the customer is responsible for return shipping and any associated carrier charges.
Chalong Air Recovery will cover reasonable return or replacement shipping costs when:
- The wrong product was supplied
- The product arrived damaged
- Items were missing from the order
- The product has a verified defect covered by this policy or applicable law
Introductory and discounted products
Introductory offers and discounted products receive the same return and warranty treatment as full-priced products.
A discounted price does not reduce your rights regarding a damaged, defective or incorrectly supplied product.
Damaged, incomplete or incorrect orders
Inspect your order shortly after delivery.
Visible shipping damage, missing parts or an incorrect product should be reported within 48 hours of confirmed receipt.
Include:
- Your order number
- Photographs of the shipping carton
- Photographs or video of the product and damage
- Photographs of the shipping label
- A description of the issue
Keep the original carton and packaging until the claim has been resolved, as the courier may require them for inspection.
The 48-hour reporting request helps us process courier claims and does not remove any mandatory consumer rights or prevent a valid warranty claim for a fault discovered later.
Refunds
Once an approved return has been received and inspected, we will notify you whether the refund has been accepted.
Approved refunds are normally issued to the original payment method within 5–10 business days after inspection.
Your bank, card provider or payment service may require additional time to display the refund.
For change-of-mind returns, original shipping charges, premium delivery upgrades and return shipping costs may be non-refundable where permitted by law. Where applicable consumer law requires standard outbound delivery costs to be refunded, we will comply with those requirements.
If a returned product is incomplete, damaged or shows signs of use beyond reasonable inspection, we may refuse the return or deduct an amount reflecting the reduced value, where legally permitted.
One-year product warranty
Chalong Air Recovery products include a 12-month limited warranty beginning on the confirmed delivery date.
This warranty covers verified faults in materials or manufacturing that arise during normal use.
The warranty applies in addition to any non-excludable rights or legal guarantees available under the laws of the customer’s location.
Warranty remedies
For an approved warranty claim, we will normally attempt to resolve the issue in the following order:
- Troubleshooting and technical support
- Replacement of the affected component or part
- Repair, where practical
- Replacement of the complete product
- Refund or another remedy where replacement or repair is unavailable, unreasonable or legally required
The appropriate remedy will depend on the nature and severity of the fault and any rights provided by applicable consumer law.
Customers may be asked to provide photographs, video, serial-number information or participate in reasonable troubleshooting before a claim is approved.
What the warranty does not cover
The limited warranty does not cover damage caused by:
- Misuse, neglect or failure to follow the product instructions
- Sharp objects, animals, improper storage or unsuitable surfaces
- Punctures, cuts, tears or bursting caused by customer misuse or external damage
- Incorrect fitting or use outside the product’s intended limits
- Impact, crushing, dropping or excessive force
- Water, liquid, heat or environmental damage
- Use with incompatible chargers, controllers, hoses or accessories
- Unauthorised modification, disassembly or repair
- Normal wear and tear
- Cosmetic marks that do not affect operation
- Loss, theft or accidental damage
- Continued use after a fault or damage becomes apparent
A puncture, tear or burst resulting from a manufacturing defect may still be covered. Customer-caused punctures, tears or bursts are not covered.
Making a warranty claim
To begin a claim, contact [insert customer-service email] and provide:
- Your order number
- The affected product or component
- A clear description of the problem
- Photographs and video demonstrating the issue
- Any relevant serial number or product label
Do not dispose of the product or send it anywhere until you have received instructions from us.
Approved warranty returns or replacement parts must follow the shipping instructions provided by Chalong Air Recovery.
Your statutory rights
Nothing in this policy excludes, restricts or replaces consumer rights that cannot legally be excluded.
Where the consumer laws of your country provide longer return periods, longer legal guarantees or additional remedies, those protections will continue to apply.
Contact us
For shipping questions, cancellations, returns or warranty support, contact:
Chalong Air Recovery
Email: chalongair24@gmail.com
Website: chalongair.co
