Refund policy

Refund & Return Policy

At ONAIR, we want every customer to feel confident placing an order with us. If you have any questions about a product before purchasing, we encourage you to contact our team so we can help ensure you are selecting the correct components.

Our goal is to provide a fair and transparent policy that protects both our customers and our business.

Please review the policy below regarding order cancellations, damaged items, and return requests.

Order Cancellations

Orders may be cancelled within 48 hours of payment, provided the order has not yet been prepared for shipment or shipped.

To request a cancellation, please contact us at:

support@shoponair.ca

Please include the following information:

  • Your order number
  • Your full name
  • The email used for the order

If the order has not yet entered the shipping preparation stage, a full refund will be issued to the original payment method.

Once an order has been prepared for shipment or shipped, it is no longer eligible for cancellation.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If your order arrives damaged, defective, or incorrect, you must notify us within 48 hours of delivery.

To submit a claim, please email:

support@shoponair.ca

Your email must include:

  • Your order number
  • A brief description of the issue
  • Clear photos of the product
  • Photos of the packaging

Our team will review the information and determine the appropriate resolution. Approved claims may be resolved through a replacement, exchange, store credit, or another appropriate solution.

Claims submitted after 48 hours of delivery may not be eligible for review.

Return Requests

Returns are not accepted unless authorized in advance by our support team.

If a return is approved, the item must meet the following conditions:

  • The product must be unused and uninstalled
  • The product must be in its original packaging
  • All included hardware and components must be present
  • Proof of purchase must be provided

Items returned without prior authorization will not be accepted.

If a return is approved, instructions will be provided on how and where to send the item.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Installed or used components
  • Electrical components once installed
  • Sale or discounted items
  • Gift cards

Refund Processing

If a cancellation or return is approved, the refund will be issued to the original payment method.

Please allow 5-10 business days for the refund to appear on your statement. Processing times may vary depending on your bank or payment provider.

Contact

If you have any questions regarding your order or this policy, please contact us:

support@shoponair.ca