Return Policy

 Introduction

At Coanda Air, we are committed to product quality and clear communication with our customers before and after purchase. We understand that returns may sometimes be necessary and we have set out this policy to make the process clear, straightforward and transparent.

This Returns and Cancellations Policy explains the terms and procedures for cancelling orders, returning products, receiving refunds, and reporting defective or incorrect products.

For questions about this policy or to submit a cancellation or return request, please contact info@coandaair.com.

Order Cancellations and Deposits

1. Requesting Cancellation

Contact info@coandaair.com promptly, stating your order reference and clearly identifying the order you wish to cancel. Statutory withdrawal may also be exercised through the other available lawful methods.

Where no statutory or previously agreed cancellation right applies, a cancellation request does not itself terminate an accepted order. Cancellation requires Coanda Air’s written agreement, subject to any other termination rights provided by law.

2. Consumer Withdrawal Before Dispatch

Where a statutory consumer withdrawal right applies, it may be exercised before delivery, including before dispatch.

If the goods have not been dispatched, Coanda Air will refund all payments received for the withdrawn purchase, including any advance payment or deposit, without undue delay and within 14 calendar days after notification. No cancellation or order-processing fee applies to a valid statutory withdrawal.

If dispatch has already occurred, the applicable return procedure and refund rules in this policy apply. Dispatch does not, by itself, remove the statutory withdrawal right.

3. Deposits and Advance Payments

Unless a separate, valid agreement expressly provides otherwise, a deposit or advance payment is credited towards the purchase price. Payment of a deposit does not, by itself, give the customer a right to cancel or give Coanda Air an automatic right to retain that payment following cancellation.

Coanda Air reserves the right to keep the deposit after 30 days.

4. Custom-Made and Personalised Orders

Where goods are made to the customer’s specifications or clearly personalised and the statutory exception applies, there is no consumer change-of-mind withdrawal right.

Requests to cancel such orders will be considered individually. Subject to applicable law and the agreed terms, Coanda Air may decline voluntary cancellation or agree to cancellation on specified written terms.

Choosing a standard model or preset option does not, by itself, make an order personalised. Applicable rights concerning defective goods or failure to fulfil the agreement remain unaffected.

5. Business Orders and Purchases Concluded in Our Physical Store

Unless agreed otherwise, accepted business orders and purchases concluded in our physical store cannot be cancelled solely because the customer changes their mind.

Where no legal or agreed cancellation right exists, Coanda Air may insist on performance of the agreement or consider a voluntary cancellation. Any agreed cancellation charges, price adjustment, exchange or store credit will be recorded in writing.

Coanda Air reserves its lawful rights concerning unpaid amounts and losses resulting from a customer’s breach, subject to the applicable requirements for recovery.

6. Cancellation or Non-Fulfilment by Coanda Air

If Coanda Air cancels an order because it cannot be fulfilled, we will notify the customer and refund payments received for the cancelled goods without undue delay, subject to any shorter mandatory deadline.

Where the customer lawfully terminates the agreement because of non-delivery or another breach by Coanda Air, refunds and any additional remedies will be handled under applicable law.

This section does not grant Coanda Air an unrestricted right to cancel an accepted order or limit any additional rights arising from its failure to perform.

7. Store Credit

Store credit or an alternative purchase may be offered as part of a voluntary cancellation agreement. It will not replace a legally required monetary refund without the customer’s express agreement.

Eligibility for Returns

1. Consumer Purchases — Statutory Right of Withdrawal

The statutory right of withdrawal applies to qualifying consumer purchases made through our online store. Purchases concluded in our physical store do not carry a statutory change-of-mind withdrawal right. 

For ordinary product purchases, you must notify Coanda Air of your decision to withdraw within 14 calendar days after the day of delivery to you or a third party designated by you other than the carrier. For goods ordered in one order and delivered separately, the period runs from receipt of the last item. 

Your notification must clearly communicate your decision to withdraw. Send it to info@coandaair.com before the deadline expires. Include your name and sufficient information to identify the purchase. Retain evidence that you submitted your notification on time.

After notifying us, you must dispatch the goods back without undue delay and no later than 14 calendar days after your notification. Keep proof of dispatch. Contact us promptly for the return address and handling instructions.

A return reference number facilitates processing but is not a condition for exercising a valid statutory withdrawal. Our acknowledgement or inspection does not extend the return deadline.

2. Product Condition, Inspection and Diminished Value

The withdrawal period is not a free equipment rental or unrestricted trial period. You may handle the goods only to the extent necessary to establish their nature, characteristics and functioning.

To avoid loss in value, limit inspection to what is necessary and do not load abrasive media, perform blasting work, alter the equipment or expose it to contamination.

Loading abrasive media or carrying out blasting work will trigger a documented assessment of whether the equipment has been handled beyond what was necessary for inspection and whether that handling has reduced its value. Contamination, abrasive residue, wear, modifications, damage and missing components will also be recorded and assessed. For discretionary change-of-mind returns, equipment that has been loaded with abrasive media or used for blasting is not eligible for return. 

For statutory consumer withdrawal, use or damage does not automatically invalidate the right to withdraw. Where the required withdrawal information was supplied before purchase, Coanda Air will deduct any legally recoverable reduction in value caused by handling beyond what was necessary to establish the goods’ nature, characteristics and functioning.

Any deduction will reflect the actual loss in value, will be explained and supported by evidence, and will not include double recovery or an automatic restocking penalty.

3. Completeness, Packaging and Purchase Verification

Return the product with all supplied components, accessories and documentation. Missing items will be recorded and included in the assessment of any legally recoverable loss.

Package the equipment securely and appropriately for its weight, dimensions and transport requirements. Use the original packaging where available. If it is unavailable or unsuitable for reuse, use equivalent protective packaging. 

Provide your order number, receipt, invoice, order confirmation or other reliable evidence identifying the purchase from Coanda Air. We will verify the transaction and, where applicable, compare the returned product’s serial number and supplied components against our records.

If the information provided is insufficient, we will request the additional details reasonably necessary to identify the purchase. These checks do not impose an exclusive form of proof or displace mandatory legal deadlines.

4. Business Purchases and Other Discretionary Returns

Business and professional purchases do not carry the statutory consumer right of withdrawal. The purpose and circumstances of the purchase determine consumer status; the issue of an invoice alone does not determine it.

Unless a return right was expressly agreed before purchase, Coanda Air does not accept change-of-mind returns for business purchases or purchases concluded at our business premises.

Where no statutory or agreed return right exists, any exception requires Coanda Air’s prior written approval. We may decline the request.

Unless our written approval expressly states otherwise, a discretionary return must meet all of the following conditions:

• The equipment is unused and has not been operated or loaded with abrasive media.
• It is unmodified, undamaged and free from contamination.
• All original components, accessories, documentation and packaging are included.
• The product matches the approved purchase and, where applicable, its recorded serial number.
• The agreed dispatch deadline and transport instructions are followed.

Our written approval will specify the return arrangements, responsibility for transport costs, any agreed charges and whether the proposed resolution is a refund, exchange or store credit. These terms must be agreed before dispatch.

Do not dispatch a discretionary return without written approval. Sending goods to Coanda Air does not itself create a right to a refund, exchange or store credit. Acceptance of delivery is not confirmation that the return meets the agreed conditions.

Approval of an individual request does not establish a general return right or an obligation to approve future requests.

This subsection concerns change-of-mind returns. Claims concerning defective, incorrect or otherwise non-conforming goods are assessed separately.

5. Defective, Incorrect or Damaged Products

Inspect the delivery promptly for incorrect items, missing components and visible damage.

Report any apparent issue to info@coandaair.com without undue delay. To support prompt investigation and preservation of evidence, we request notification within seven calendar days of delivery wherever reasonably possible.

Include:

• Your name and order number or other purchase reference.
• The product model and serial number, where applicable.
• A clear description of the issue and when it was discovered.
• Relevant photographs or video, where reasonably available.
• Photographs of the packaging and delivery labels if transport damage is suspected.

Do not continue operating equipment if doing so could be unsafe or worsen the damage. Do not operate it solely to produce photographic or video evidence. Contact us before arranging repairs or modifications so that the issue can be assessed and an appropriate remedy organised.

Coanda Air will assess the reported issue and may reasonably require inspection of the equipment or its return. Retain relevant packaging and available evidence while arrangements are being made.

A report of a defect does not automatically entitle the buyer to an immediate refund. The appropriate remedy will be determined by the findings, applicable law and any valid contractual terms. Mandatory rights to a particular remedy remain unaffected.

The seven-day reporting request is an administrative request, not an automatic expiry of legal rights. Reporting later does not, by itself, release Coanda Air from liability. Buyers should nevertheless report promptly because delay can make the cause and circumstances of damage more difficult to establish.

Coanda Air is not responsible for damage caused by misuse, unsuitable abrasive media, unauthorised modifications or continued operation that causes further damage after a problem becomes apparent. These exclusions apply to damage caused by those actions and do not remove rights relating to a separate defect for which Coanda Air is legally responsible.

Any manufacturer’s commercial warranty applies according to its stated terms. It is additional to, and does not replace or limit, applicable statutory rights against the seller.

Return Exclusions and Restrictions

1. Custom-Made or Clearly Personalised Products

The statutory consumer right of withdrawal does not apply to goods made to the customer’s specifications or clearly personalised, where the applicable legal exception is satisfied.

This includes non-prefabricated products manufactured to individual specifications agreed with the customer. Coanda Air will identify the relevant customisation and explain the exclusion from withdrawal before the purchase is concluded.

2. Used, Altered or Damaged Products

Products that have been operated, loaded with abrasive media, used for blasting, modified, contaminated or damaged after delivery are not eligible for discretionary change-of-mind returns.

3. Products Purchased from Other Sellers

Coanda Air does not process change-of-mind returns or purchase-price refunds for transactions made with an independent reseller, distributor or other third-party seller. These requests must be directed to the seller identified on the purchase documentation.

These exclusions do not affect applicable statutory rights concerning defective, incorrect or otherwise non-conforming goods.

Return Process

1. Contact Coanda Air

Contact info@coandaair.com with your name, order number or other purchase reference, and the products concerned.

For statutory withdrawal, clearly state your decision to withdraw within the applicable deadline. You do not need to provide a reason.

For a defective, damaged or incorrect product, describe the issue and provide the supporting information requested under Defective, Incorrect or Damaged Products.

For a discretionary change-of-mind return, explain your request and obtain our written approval before dispatch.

2. Return Reference and Instructions

We will provide the relevant return address and shipping instructions and, where issued, a Return Merchandise Authorization (RMA) number.

Include your order reference and any RMA number inside the package so that we can identify the return. Do not write directly on the product or damage its retail packaging when adding these details.

An RMA number assists processing but is not a condition for a valid statutory withdrawal. For discretionary returns, prior written approval is required.

3. Prepare and Dispatch the Product

Return all supplied components, accessories and documentation. Package the product securely, using the original packaging where available or suitable equivalent protection. Any stricter packaging conditions expressly agreed for a discretionary return apply to that return.

Before packing equipment, disconnect it from its power or compressed-air supply and follow the manufacturer’s instructions for safe depressurisation and transport. Contact us for instructions if the equipment contains residual abrasive media or contamination.

Use a transport service suitable for the equipment’s weight and dimensions. We recommend tracking and appropriate transport insurance. Retain proof of dispatch and, where possible, photographs of the packaged goods.

For statutory withdrawal, dispatch the goods without undue delay and within 14 calendar days after notifying us. For discretionary returns, follow the deadline in our written approval.

4. Shipping Costs

Statutory consumer withdrawal: The customer is responsible for the direct cost of returning the goods. 

For goods that cannot normally be returned by post, the return cost—or, where it cannot reasonably be calculated in advance, a reasonable estimate of the maximum cost—is provided before the order is placed.

When you validly withdraw from the entire order, we refund the original delivery charge up to the cost of the least expensive standard delivery option offered for that order. Additional charges for an express or premium delivery option you selected are not refundable. No original delivery refund is payable where no delivery charge was paid.

Defective, incorrect or non-conforming goods: Coanda Air bears the necessary transport costs where required by applicable law. Contact us promptly so that we can arrange an appropriate return or collection method. This procedure does not restrict mandatory rights to reimbursement.

Discretionary returns: Responsibility for return shipping, any treatment of original delivery charges and any agreed collection costs will be specified in our written approval before dispatch.

Refunds and Exchanges

1. Inspection and Verification

Coanda Air will inspect returned products to verify their identity, completeness and condition, including serial numbers, accessories and any evidence of use, contamination, modification or damage.

Receipt of a parcel does not, by itself, confirm that a discretionary return meets its agreed conditions or that a reported defect has been established.

Any legally recoverable reduction in value will be addressed under Product Condition, Inspection and Diminished Value. Inspection will not extend mandatory refund deadlines.

2. Refunds Following Statutory Consumer Withdrawal

For a valid statutory withdrawal, Coanda Air will reimburse the payments due without undue delay and no later than 14 calendar days after being informed of the decision to withdraw, subject to the following permitted withholding rule.

Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods back or receive evidence that they have been sent back, whichever occurs first. Where this permits withholding beyond the initial 14-day period, reimbursement will be made without undue delay once the withholding condition ends.

Where legally justified, Coanda Air will deduct a substantiated reduction in value caused by handling beyond what was necessary to establish the goods’ nature, characteristics and functioning. We will explain the basis of any deduction.

If Coanda Air issues a refund before inspecting the returned goods, we retain the right to seek compensation for any subsequently identified loss in value for which the customer is legally responsible. Any claim will be explained and supported by evidence.

Refunds will use the original payment method unless the customer expressly agrees to another method that does not result in additional reimbursement fees. Store credit will not replace a legally required monetary refund without the customer’s express agreement.

3. Delivery and Return Costs

For statutory withdrawal from the entire order, the refund includes the original delivery charge up to the cost of the least expensive standard delivery option offered for that order.

Additional charges for express or premium delivery selected by the customer are non-refundable. Where original delivery was free, there is no separate delivery charge to refund.

The customer bears the direct return shipping costs where the required information was provided before purchase and applicable law permits this. Costs associated with defective or non-conforming goods are handled separately under the applicable legal rules.

4. Discretionary Refunds and Exchanges

Where no statutory or previously agreed return right applies, refunds and exchanges require Coanda Air’s prior written approval and compliance with the conditions stated in that approval.

Coanda Air may decline a discretionary exchange request. Approved exchanges are subject to product availability, receipt and inspection of the returned goods, and agreement on any price difference and shipping charges.

Replacement goods for a discretionary exchange will be dispatched only after the agreed return conditions have been met and any amount due from the customer has been paid. Any balance due to the customer will be refunded or provided as store credit as expressly agreed.

A request for an exchange does not, by itself, reserve stock or create an entitlement to a replacement. If the requested product is unavailable, any alternative must be agreed with the customer.

5. Payment Processing

After a refund is issued, the time required for it to appear in the customer’s account depends on the payment provider. Coanda Air will provide confirmation of the refund upon request and assist with tracing it where necessary.

Payment-provider processing times do not extend Coanda Air’s legal deadline for making reimbursement.

Liability and Customer Responsibilities

1. Proper Use and Handling

Customers must follow the supplied instructions for installation, operation, maintenance, storage and return transport, including applicable safety precautions.

Coanda Air is not responsible for loss or damage to the extent caused by the customer’s misuse, unsuitable abrasive media, failure to follow appropriate instructions, unauthorised modifications or failure to take reasonable steps to prevent further damage after a problem becomes apparent, except where liability cannot lawfully be excluded.

These circumstances do not exclude liability for a separate defect or for any act or omission for which Coanda Air remains legally responsible. Where more than one cause contributed to the damage, responsibility will be determined under applicable law.

Limitation of Liability

Coanda Air is not liable for damage caused by customer misuse, unsuitable abrasive media, unauthorised modifications or failure to follow the supplied safety and operating instructions.

A return, refund, repair or replacement does not, by itself, establish entitlement to additional compensation. Coanda Air reserves the right to contest the legal basis, cause and amount of any compensation claim.

Nothing in this policy excludes or limits liability or statutory rights that cannot lawfully be excluded or limited.

Contact Us

If you have any questions or need further assistance, please contact our customer service team:

• Email: info@coandaair.com

Changes to This Return Policy

Coanda Air reserves the right to update or modify this return policy at any time without prior notice. Changes will be posted on this page, and the effective date will be updated accordingly.

Effective Date: 4/8/2024