Refund policy

Fresh Ventilation – Return & Warranty Policy


At Fresh Ventilation, we are committed to providing high-quality products and outstanding customer service. The following policy outlines the terms for returns, exchanges, warranty claims, and damaged or missing items.


1. General Returns & Change of Mind

We offer a 30-day return policy, which means you have 30 days from the date of receiving your order to request a return.

To be eligible for a return:

  • Items must be in the same condition as received.
  • Items must be wholly unused.
  • Items must be returned in their original packaging.
  • A receipt or proof of purchase is required.

Important: Partial returns for unused items from a kit are not accepted.

To initiate a return, please Contact Us to have your return approved. Items sent back without prior approval will not be accepted. If approved, we will provide detailed instructions on how and where to return your items.


2. Fees for Returns & Change of Mind

  • Return postage is the responsibility of the customer. We can provide return labels or freight quotes upon request.
  • Original shipping costs are non-refundable.
  • Payment processing fees are also non-refundable. These are charged by your payment provider and not returned to us (1.9% for MasterCard and Visa; 3.8% for PayPal and Amex).
  • For partial returns where multiple products were purchased, any bulk discounts applied to the original order will be deducted from the refund.
  • We reserve the right to apply a restocking fee of up to 20% to cover administrative time and product handling.


3. Damaged or Missing Items

We take exceptional care when packing and dispatching orders. Every order is:

  • Packed under video recording (kept for 30 days).
  • Photographed before dispatch.
  • Labelled with a notice instructing you to check items upon delivery, with a QR code linking to this policy.
  • Confirmed via email, reminding you to check your order on arrival.

Despite our low incident rate (0.14% freight damage; 0.08% missing items), issues can occasionally occur.

Our policy:

  • Accepted claims will be replaced at our cost.
  • Missing items will be replaced, not refunded.
  • You must inspect your order immediately upon receipt.
  • Claims for damaged or missing items must be made within 14 days of delivery. Claims outside this timeframe may not be accepted.

To start a claim, please Contact Us for approval before sending any items back.


4. Warranty Claims

We only supply premium products that we install ourselves and trust. All items are covered by either:

  • the manufacturer’s warranty (e.g. SolarWhiz, Vortice, Lunos, Zehnder, Stiebel Eltron); or
  • Fresh Ventilation’s warranty (e.g. our ventilation kits, our own products, Brink, Ubbink).

If you need to make a warranty claim:

  1. Contact Us to request approval.
  2. Once approved, Fresh Ventilation will cover:
    • return freight for the faulty item (if full replacement is required);
    • replacement items and/or parts;
    • shipping of the replacement back to you.

Note: Fresh Ventilation is not liable for any costs associated with the removal or re-installation of products (e.g. electrician or trade costs).


5. Non-Returnable & Excluded Items

The following items are non-returnable:

  • Custom products, special orders, or personalised items.
  • Items not listed on our website and specifically ordered in for you.
  • Products supplied through third-party suppliers at your request.
  • Sale items and gift cards.

If you are unsure whether your item qualifies, please Contact Us before placing your order.


6. How to Contact Us

For all returns, warranty claims, or enquiries, please reach out via our Contact Page or email us directly. Our team is here to help ensure your experience with Fresh Ventilation is seamless and professional.