Damaged or Defective Items
Damaged or defective items will be picked up and replaced with the identical item at no cost to the customer. Contact us immediately if you receive a damaged package. Be sure to save the original packaging in case an inspection is required by the carrier.
Since we have selected the highest quality products to include on our web site, we have very few returns due to customer dissatisfaction. However, in the unlikely event that a return is required, the following policy will apply:
Most merchandise may be returned within 30 days for a refund of the product price less whatever was paid for shipping — whether we paid it or the customer paid it. The customer is responsible for returning the item in the original packaging and must be sure to ship by some method that provides insurance and a tracking number in the event that the package is lost or damaged.
Customer must call and request a Return Authorization (RA) number and write this number prominently on the returning package. RA numbers are valid for 15 days and all returns must be received within 15 days of obtaining the RMA number. Some items are returned directly to the manufacturer of the item and some are returned to airfilterstore.com, so be sure that the correct address is on the box.
Possible Restocking Fee: In addition to the cost of shipping, some manufacturers charge a restocking fee. IQAir products, for example, have a restocking fee of 20%. Austin Air charges a $25 restocking fee. The restocking fee, if any, will be deducted from the refund amount.
Replacement Filters: Replacement filters and bulk carbon cannot be returned once they have been used. Only replacement parts that are unused and sealed in their original packaging may be returned. If customer returns unused filter or bulk carbon, shipping cost incurred by airfilterstore.com will be deducted from the refund.
Custom Merchandise: Custom orders are not returnable unless special arrangements have been made in advance and in writing.
Have Questions or Need Advice?
Please call our toll-free number (888)246-8776 to talk to a friendly and knowledgeable customer service representative. Our hours are 8:00 p.m. Pacific time (that’s 11:00 p.m. on the East Coast) and are open on weekends.