Refund policy
AirFlux is a trading brand of BEXTRA LIMITED, a company registered in England and Wales (company number 14912846, VAT number GB446408684), whose registered office is Unit 23 Blackhill Road, Holton Heath Trading Park, Poole, England, BH16 6NL.
There are three separate ways to send something back to us. The first is a legal right you always have. The second is a promise we make on top of it. The third covers anything that arrives faulty, damaged or not as described. Whichever applies, start by emailing support@airfluxstore.co.uk — we will send you a free Evri returns label.
1. Your right to cancel — 14 days, no reason needed
Because you are buying at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order within 14 days without giving any reason. This right applies to everything we sell, including items bought at a discount or in a sale.
How long you have
The cancellation period ends 14 days after the day on which you, or someone you have named to receive it, takes physical possession of the goods. Where an order is delivered in more than one parcel, it ends 14 days after the day you receive the last item.
How to cancel
Tell us before the 14 days are up. A clear statement is enough — an email to support@airfluxstore.co.uk, a message on WhatsApp to +44 7927 800235, or a letter to the address above. You may use the model cancellation form at the end of this policy, but you do not have to.
Sending the goods back
Send the goods back to us without undue delay and in any case within 14 days of telling us that you are cancelling. Contact us first and we will email you a free Evri returns label, so cancelling costs you nothing to post. There is no restocking fee.
Handling the goods
You are entitled to examine the goods as you would in a shop. Unpacking a set, looking at it and offering it up to the vehicle are all fine, and none of it affects your right to cancel.
What we may do, and only where it applies, is reduce your refund to reflect any loss in the value of the goods caused by handling that went beyond what was needed to establish their nature, characteristics and functioning. In practice that means a set that has been fitted with its adhesive tape, cut, drilled or otherwise altered may be refunded at less than the full price. We will always tell you before we make any deduction, and explain how it was worked out.
Your refund
We will refund the price you paid, together with the standard delivery charge if there was one — our delivery is free, so in practice this is the full amount you paid. We will refund you within 14 days of receiving the goods back, or within 14 days of the day you give us proof that you have sent them, whichever comes first. If you cancel before anything has been dispatched, we will refund you within 14 days of being told.
Refunds go back to the payment method you used, and we never charge a fee for making one.
What is excluded
Some categories of goods are outside the statutory cancellation right — goods made to your specification or clearly personalised, perishable goods, and sealed goods unsuitable for return on health or hygiene grounds once unsealed. We do not sell anything in those categories, so in practice the right applies to every order we take.
2. Our 30-day returns promise
On top of your legal right to cancel, we accept returns for any reason within 30 days of delivery. This is our own promise, it is longer than the law requires, and it comes with conditions of its own.
To return something under this promise:
- tell us within 30 days of delivery, before sending anything back;
- the items must be unused and unfitted, and returned complete with their original packaging and all supplied components;
- we will email you a free Evri returns label. There is no restocking fee.
The same applies where the part we supplied does not fit the vehicle you gave us.
Under this promise, items sent back without contacting us first cannot be accepted, because we will have no way of knowing whose they are. If that has already happened, email us and we will arrange it from there. Your statutory right to cancel in section 1 is not affected by this condition.
Where a return meets the conditions above we refund in full, normally within 3 working days of the parcel reaching us and always within 14 days.
If you are inside your 14-day cancellation period, the rights in section 1 apply and take precedence — the "unused and unfitted" condition in this section governs our voluntary 30-day window only, and never the statutory right.
3. If something is faulty, damaged or not as described
Under the Consumer Rights Act 2015, goods we sell you must be of satisfactory quality, fit for purpose and as described. If they are not, this section applies, and it is not affected by the 14-day or 30-day periods above.
- Within 30 days of delivery you have the short-term right to reject the goods and get a full refund.
- After 30 days and within 6 months you can ask us to repair or replace them. If a repair or replacement is not possible, or does not fix the problem, you can claim a refund or a reduction in price. In this period it is for us to show the goods were not faulty when you received them, not for you to prove that they were.
- After 6 months the same remedies remain available for up to 6 years in England, Wales and Northern Ireland, and 5 years in Scotland, though we may ask you to show that the fault was present at delivery.
We pay the cost of returning anything faulty, damaged or wrongly supplied — you will never be out of pocket for our mistake.
One qualification, which is also the law: where you finally reject goods more than 6 months after delivery, we may reduce the refund to reflect the use you have had of them. Inside the first 6 months we may not, and we will always explain any deduction before making it.
Damage in transit or a missing parcel
If your order arrives damaged, or arrives with something missing, email support@airfluxstore.co.uk with your order number and, if you can, a photograph. There is no deadline for telling us. Until a parcel is delivered to you it is our responsibility, so a parcel lost or damaged on its way to you is ours to replace or refund.
4. If something is damaged while you are fitting it
Fitting damage is not a fault in the product, so the rights in section 3 do not cover it, and a set that has been fitted does not meet the conditions of our 30-day promise either. Your 14-day right to cancel still applies — we cannot refuse it — but we may reduce the refund to reflect the loss in value, and where a set can no longer be sold that reduction can be most or all of the price. A deflector whose adhesive tape has been applied, or a clip that has been snapped, is the usual example.
If the guide was wrong, or the part was not right for your vehicle, or a component failed while you were fitting it correctly, that is a fault and section 3 applies in full.
In either case, contact us before doing anything else. Send a photograph and tell us what happened, and we will tell you what we can do — a single damaged component is usually a smaller matter than a whole set.
How refunds are paid
Refunds are always made to the original payment method. If you paid by card, the money goes back to that card; if you paid through Shop Pay, Apple Pay or Google Pay, it returns to the card behind it. If you paid using Klarna, we refund Klarna and Klarna adjusts your plan — contact Klarna directly about any payments still scheduled.
Once we have issued a refund, banks and card issuers usually post it within a few working days, and occasionally take longer. If more than 10 working days have passed since we told you a refund was on its way and it has not appeared, get in touch and we will chase it.
Exchanges
We do not process exchanges as a single transaction. The quickest route is to return the item under section 1 or 2 above and place a new order for the one you want, so that you are not waiting for the return to clear before the replacement is dispatched.
Complaints
If something has gone wrong, email support@airfluxstore.co.uk with your order number and what happened. We answer the same working day wherever we can, and always within one working day, and we aim to resolve complaints within 5 working days.
We do not currently subscribe to an alternative dispute resolution scheme. If we cannot resolve a complaint between us, you can get free, impartial advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk, and your right to take a claim to court is unaffected.
Your legal rights
Nothing in this policy affects your legal rights. Our 30-day returns promise is offered in addition to the rights given to you by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, and never in place of them.
Model cancellation form
You only need this if you want it. An email saying you wish to cancel does the same job.
To BEXTRA LIMITED (trading as AirFlux), Unit 23 Blackhill Road, Holton Heath Trading Park, Poole, England, BH16 6NL, email support@airfluxstore.co.uk:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*]/received on [*],
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.
Contact
BEXTRA LIMITED (trading as AirFlux)
Unit 23 Blackhill Road, Holton Heath Trading Park, Poole, England, BH16 6NL
Email: support@airfluxstore.co.uk
WhatsApp: +44 7927 800235
Monday to Friday, 9am to 5pm UK time
Last updated: 6 September 2026.
