Refund policy
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.