Returns & refunds
You may return any product ordered through Airbus-Shop website for a full refund (minus shipping and handling charges) within 14 days of delivery date, provided that the product is in its original condition.
Please note that we can process returns and refunds only for Airbus-Shop items purchased from our site. Items purchased elsewhere must be returned through the original retailer.
Refunds will not include the original shipping and handling charges shown on your invoice.
Unfortunately, we cannot reimburse return shipping charges, accept C.O.D. shipping charges, or refund original shipping and handling fees unless the return is a result of our error (defective, damaged, or incorrect item). Once an order is placed, cancellations and changes are not guaranteed, and shipping charges will not be reimbursed on such orders.
If you cancel your order after the item has been shipped from our warehouse, shipping and handling costs will not be refunded. You can check the status of your order in your account.
If an item is defective or damaged in shipment, we may issue a paid mailing label to retrieve the merchandise. To make a claim to the carrier, the product is required for investigation. When the item has been picked up, we will send a replacement as soon as possible.
To return an item, please follow the Return instructions below :
Step 1 :
-> Go to "my account" & select the "Order history & details" tab then select "Details" to access the "Merchandise return" section.
-> Checkmark the product(s) you want to return & fill the text field to precise the reason of the return & send it.
-> You will receive an e-mail notifying the status of your return request ( awaiting confirmation status).
Please make sure you include the reason for the product's return. You must prepay shipping charges, as well as insure the shipment or accept the risk of loss or damage during shipment.
Step 2 :
-> Once the return status is confirmed ( notified by e-mail), you can download the return label located in your account in the "Return of merchandises" section in order to return the product.
-> You will be notified by e-mail when we receive the product.
Step 3 :
-> Once we received the returned product(s), we will contact you in order to solve the situation & find a solution if the default or the failure come from us.
Feel free to send us an e-mail at customercare.airbus@synneo.fr if you need further details, we'll answer as soon as possible.