After-sales service and Guarantee
For any questions or complaints, please contact AIRVIA Medical at firstname.lastname@example.org or at +44 (0)20 3878 4379.
At AIRVIA, we understand that purchasing a premium air purifier is a substantial investment. We therefore offer a generous guarantee and very advantageous sales conditions. We also offer a 30 day extended right of withdrawal/return (instead of 14 days).
1) Air purifier
AIRVIA Medical air purifiers are under warranty for five (5) years from the date of purchase against any hardware failure. If you have a hardware problem with your AIRVIA Medical air purifier, please contact our customer service or the AIRVIA Medical distributor who sold you the product.
Improper use of the device automatically voids the warranty. The warranty does not cover malfunctions or degradations caused by the user or by an external cause (examples: product having been dropped, shock, lightning, etc.). The warranty also does not cover devices that have not been properly maintained. It is therefore essential to change your filters regularly every 12 months to avoid damaging the device.
The warranty also does not cover normal wear and tear of the product.
2) Remove Control Display
The remote control display and repair costs are guaranteed for two (2) years from the date of purchase.
3) Items not covered by the warranty
The warranty does not cover accessories such as filters, UV lamps, or remote control display batteries. The following is also not covered under the warranty:
3.1 Any leakage or spillage of liquid on or in the products and causing a malfunction of the device.
3.2 Problems caused by unauthorized modifications to the device.
3.3 Problems caused by an accidental fall while using or handling the device.
3.4 Problems caused by use not in accordance with the instructions in the user manual.
3.5 Damage caused by natural disasters (fires, earthquakes, floods, lightning, etc.).
4) Conditions and return costs
4.1. Return conditions of the air purifier
In the event of a complaint or material defect in the purifier during the first five years of the date of receipt, the parts are insured by AIRVIA Medical. If it turns out that the item cannot be repaired, an exchange or credit will be offered.
Shipping, return, and repair costs will be covered by AIRVIA Medical during the first two years of warranty. Beyond that, shipping, return, and repair costs will be borne by the customer. Only the price of the parts will be covered by AIRVIA Medical.
In order to take advantage of the guarantee, you must keep the purchase invoice, the product packaging, and all the components (purifier and accessories). It is imperative to return your device in its original packaging.
4.2 Return conditions of the remote control display
The cost of parts as well as shipping, return, and repair costs will be covered by AIRVIA Medical during the two-year warranty.
4.3 Initiating a return
To initiate a return, please contact AIRVIA Medical or the AIRVIA Medical distributor who sold you the product. Please indicate the reasons for the return by emailing email@example.com.
We will then provide you with a return number and a return slip, if applicable.
4.4 Right of withdrawal
You have a right of withdrawal within 30 days from the date of receipt of your order, as indicated by the tracking number.
This right of withdrawal is exercised without inherent penalty. You must ensure that the order for which you retract is returned complete, with all accessories, and in good condition (Cf. 4.1). If these conditions are not met, AIRVIA Medical may retain a compensation sum of up to 100 euros. In addition, AIRVIA Medical reserves the right not to reimburse if the product is excessively damaged.
For hygienic reasons, any filter used and/or removed from its protective packaging cannot be returned, refunded, or exchanged. The cost of the filters as well as the delivery costs will be deducted from the amount of your order upon reimbursement.
If you decide to exercise your right of withdrawal, the refund will be made within 14 days of receiving the return. This period could be extended to 30 days if a detailed technical inspection is necessary. You will be notified of your refund which will be made using the same means of payment that you used when ordering or by bank transfer.
We’re always doing our best to minimize processing times. The deadlines for receiving a repaired product or an exchange product are usually 2 to 8 weeks and are likely to vary depending on various constraints (transportation, replenishment of spare parts, etc.).