Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, with tags, and in its original packaging crate. Please keep your original crate and packaging materials for the 30-day period to be eligible for a return. These are required for safe return shipping. If you no longer have the crate, the return pickup requires re-packing and palletizing, and will incur an additional cost for covering this. You also need the receipt or proof of purchase. 

To start a return, you can contact us at support@airtulip.co. Please note that returns will need to be sent to our warehouse in New York or Detroit.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@airtulip.co.

Shipping costs 
Outbound shipping is non-refundable, and return shipping is charged. We arrange the return freight and deduct the actual return cost from your refund. If your original delivery was white-glove (with unpacking/debris removal), return pickup requires re-packing and palletizing and will incur an additional service charge.

Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items).

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Refunds cover the product price less any applicable deductions (outbound freight, return freight, replacement packaging/crate, and white-glove repacking service charges). Remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@airtulip.co.