— PROTECTING YOUR PURCHASE
Return & Refund Policy
We strive to ensure every AirString product meets the highest standards of quality and performance. This Return & Refund Policy explains the conditions under which returns, replacements, and refunds may be requested.
Section 1
Return Eligibility
Returns are accepted only for products that are damaged during shipping, defective upon arrival, or delivered incorrectly.
To be eligible for a return, the product must:
- Be unused and in its original condition.
- Be returned in its original packaging whenever possible.
- Be reported within 30 days of delivery.
- Include proof of purchase or order confirmation.
Products returned without prior authorization may not be accepted.
Section 2
Non-Returnable Items
Because AirString mattresses are specialized institutional products, the following items cannot be returned unless they are defective or incorrectly supplied:
- Used mattresses
- Customized or made-to-order products
- Products damaged through misuse, abuse, improper storage, or unauthorized modifications
- Clearance or final sale items (where applicable)
Section 3
Damaged or Incorrect Orders
Please inspect your shipment immediately upon delivery.
If your order arrives damaged, defective, or incorrect, contact us as soon as possible with:
- Your order number
- A description of the issue
- Photographs of the product and packaging (if applicable)
We will evaluate the issue promptly and determine whether a replacement, repair, or refund is appropriate.
Section 4
Refunds
Once your returned item has been received and inspected, we will notify you of the status of your refund.
If approved, refunds will be processed to your original payment method within 5–10 business days, depending on your financial institution.
Shipping charges are generally non-refundable unless the return is the result of our error.
Section 5
Exchanges & Replacements
If a product is confirmed to be defective or damaged during shipping, AirString may, at its discretion:
- Replace the product
- Repair the product
- Issue a full or partial refund
Replacement products will be shipped as quickly as possible after the claim has been approved.
Section 6
Return Shipping
Unless the return results from our mistake or a verified product defect, customers are responsible for return shipping costs.
For authorized returns, shipping instructions will be provided by our customer support team before the product is returned.
Section 7
Order Cancellations
Orders may be canceled before they enter production or shipment.
Once an order has been manufactured, processed, or shipped, cancellation requests may no longer be possible.
If you need to cancel an order, please contact us immediately.
Section 8
Warranty Claims
Warranty claims are handled separately under our Warranty Policy.
If you believe your product is covered under warranty, please refer to our Warranty Policy or contact our support team for assistance.
Section 9
Contact Us
If you have any questions regarding returns, refunds, exchanges, or warranty claims, please contact our customer support team.
We are committed to resolving issues promptly and providing the highest level of customer service.