Returns & Exchanges

At AIROSTAR, we strive to ensure every order is delivered smoothly and to your satisfaction. Below you will find all the information about returns, cancellations, and refunds.

Right of Withdrawal (Returns)

You can return or exchange your order up to 30 days after receipt, provided the product is undamaged, unused, and if possible, in the original packaging.

Exchanging a Product

Would you prefer a different size, color, or variant? Then you can easily exchange your order.

How it works:

• Download the return form and fill it out as completely as possible
• Clearly indicate on the form that it is an exchange and note which size, color, or variant you would like to receive
• Add the fully completed return form to your return shipment
• Send the package to our return address; return shipping costs are at your own expense
• Once we have received and processed your return in good order, we will send the new product to you free of charge, provided it is in stock

Refund

If you prefer not to receive a replacement product, a refund is of course possible.

How it works:

• Download the return form and fill it out as completely as possible
• Clearly indicate that it is a refund
• Add the fully completed return form to your return shipment
• Send the package to our return address; return shipping costs are at your own expense
• Once we have received and checked your return in good order, we will process the refund within 14 working days via the same payment method used for the order

Important Return Conditions

• Returns or exchanges are possible within 30 days after receipt.
• Products must be undamaged, unused, and in their original condition. Always include the fully completed return form with the return shipment.
• Return shipping costs are at your own expense. For exchanges, you do not pay extra shipping costs for sending the replacement product.
• If a product or packaging is more damaged than necessary to assess the product, there may be depreciation. In that case, we reserve the right to deduct an appropriate amount from the refund.

Large AirTracks and Pallet Shipments

Large AirTracks cannot always be returned as a standard package due to their size and weight. In some cases, a return shipment must be coordinated with us in advance, for example when the product was delivered on a pallet.

Please contact us first in such cases so we can determine the correct return method together.

Damaged, Defective, or Incorrect Delivery

Have you received a damaged product, is your AirTrack not working properly, or is the delivery incorrect? That is of course not the intention.

Please contact us as soon as possible and send clear photos or videos of the problem. This way, we can quickly assess the situation and find a suitable solution together.

In case of a suspected manufacturing defect, we may ask you to return the product to us for inspection. If there is a manufacturing defect, we will of course provide an appropriate solution.

Use and Storage of AirTracks

We recommend always using AirTracks on a flat, clean, and dry surface. Check the surface carefully beforehand for sharp or hard objects such as stones, twigs, glass, screws, or other materials that could cause damage.

When used outdoors, we advise always using a protective undermat. This helps to prevent wear, dirt, and damage to the underside of the AirTrack as much as possible.

Do not leave the AirTrack outside for extended periods when not in use. Prolonged exposure to sunlight, heat, moisture, and changing weather conditions can affect the material. Depending on the conditions, the top layer may discolor, become softer, or feel sticky.

After use, store the AirTrack clean and dry, preferably indoors or in a dry, well-ventilated space. We advise against storing the AirTrack for long periods in a damp shed, basement, or outdoor area, as moisture and temperature fluctuations can damage the material and bonding.

Damage or wear caused by improper use, prolonged exposure to sunlight, damp storage, sharp objects, or other external influences is not covered by the warranty.

Demo Sale Products

Demo Sale AirTracks are products that do not fully meet our regular visual quality standards. This includes fold lines, slight discolorations, or cosmetic imperfections.

These products are offered at a reduced price. Demo Sale products are not covered by the commercial 5-year warranty.

Haven't Received a Shipping Confirmation Yet?

Would you like to change or cancel your order? Please contact us as soon as possible.

As long as your order has not yet been processed or shipped, we will gladly look into the possibilities. Once an order has been processed or shipped, we unfortunately cannot always guarantee changes.

Questions?

Are you unsure about a return, exchange, or warranty claim? Feel free to contact us. We are happy to help.

For further questions, please contact us at info@myairostar.com or use the contact form on our website.