Shipping, Returns and Refunds

Order handling and shipping

• VisiblAir products ship from Canada. Available products are normally assembled, tested, and handed to the carrier within 3–5 business days after the order is received. This is a handling window, not the carrier’s end-to-end delivery time.
• Available destinations, carrier services, shipping charges—including any free or flat-rate option—and estimated delivery times are shown at checkout before payment.
• Shipping cost depends on the order, destination, and selected service. The checkout total is the amount charged by VisiblAir.
• For international orders, import duties, taxes, and brokerage charges are not included unless checkout explicitly says otherwise. The buyer is responsible for those charges.
• After shipment, VisiblAir emails a delivery notification with tracking information when the carrier provides it.

30-day returns

You may request a return and refund within 30 days of the payment date. Email info@visiblair.com before sending anything so we can review the request and provide return instructions. No return or refund is available when the request is made after the 30-day period.

For a non-defective return, no more than one product may be returned. The product must be unused, in as-new condition, free of defects, dirt, and scratches, complete with its original labels and contents, and in its original packaging. The customer pays return shipping and must use a tracked parcel service. Duties, customs charges, or other fees VisiblAir must pay to receive the parcel are deducted from the refund. There is no percentage restocking fee.

Refunds

We inspect an authorized return after it arrives. If it satisfies the return conditions, VisiblAir issues the refund to the original payment method within 5 business days after inspection. Your bank or payment provider may require additional time to post the credit.

If the return does not satisfy the stated conditions, VisiblAir may refuse the refund or reduce it by documented duties, customs charges, or other costs incurred to receive the return.

Damaged, defective, or missing orders

Contact info@visiblair.com promptly with the order number and details. Claims for an undelivered order must be made within 30 days of payment. A product that is non-functional within 15 days after shipment for a reason other than misuse or mishandling is treated as dead on arrival and replaced free of charge.

VisiblAir-manufactured products have a 12-month warranty after shipment; integrated batteries have a 9-month warranty. See the full warranty and repair conditions for exclusions, authorization, and shipping responsibilities.

Cancellations

If VisiblAir cancels an order, the customer’s payment is refunded no later than 30 days after notice. After a successful transaction, a cancellation requested by the customer is subject to a fee equal to 20% of the cancelled order value, as stated in the full Terms and Conditions.