Refund policy
1. Your 30-day return window
You have 30 days from the day your order is delivered to request a return, an exchange for a different size, or a refund.
This is longer than the legal minimum. Under European consumer law you have a statutory right to withdraw from a distance purchase within 14 days — we extend that to 30 days as a courtesy, on the terms described below.
To start a return, email airosastore@outlook.com with:
- your order number
- the item you wish to return
- whether you would like a refund or an exchange for a different size
- a photo, if the item arrived damaged or faulty
We'll reply with the return address and instructions. Please don't send anything back before contacting us — unannounced parcels can't always be matched to an order.
2. Condition of returned items
Because our products are intimate apparel, hygiene rules apply. To be accepted, an item must be returned:
- unworn and unwashed, showing no signs of use, marks, perfume, deodorant or body lotion
- with all original tags still attached
- with the hygiene seal or protective liner intact and unbroken
- in its original packaging, in a condition fit for resale
You are welcome to try the item on to check the fit and size, exactly as you would in a shop. However, if the item is returned in a condition that goes beyond what is necessary to establish its nature and fit, we may reduce your refund to reflect the loss in value.
Items with a broken hygiene seal cannot be accepted for return for health and hygiene reasons, unless the item is faulty.
3. Who pays for return shipping
Returns, exchanges and size changes (change of mind)
The customer is responsible for the cost of shipping the item back to us. This applies to refunds, exchanges and size changes alike.
Returns are sent to our address in Portugal. As a guide, returning a single item typically costs between €[X] and €[Y] depending on your country and the carrier you choose. You are free to use any carrier you like.
We recommend using a tracked service. Until the parcel reaches us, it remains your responsibility, and we can't issue a refund for a return that never arrives or arrives damaged in transit.
For exchanges, we cover the cost of sending the replacement item out to you. You only pay to send the original back.
Faulty, damaged or incorrect items
If your item arrives damaged, defective, or is not what you ordered, you do not pay anything. Airosa covers the return shipping cost in full and you receive a complete refund — product and original delivery charge — or a replacement, whichever you prefer.
Please contact us within a reasonable period of noticing the problem, with a photo where possible, and we'll arrange the return at our expense.
This does not affect your statutory rights under the legal guarantee of conformity. Airosa is established in Portugal, where this guarantee covers goods for three years from delivery (Decreto-Lei n.º 84/2021). Across the European Union the minimum is two years, and if the law of your own country of residence gives you stronger protection, those rights continue to apply to you in full.
4. Refund of the original delivery charge
- If you request your return within 14 days of delivery: we refund the price of the product plus the standard outbound delivery charge you originally paid. If you chose a premium or express delivery option, we refund the equivalent of our standard rate.
- If you request your return between day 15 and day 30: we refund the price of the product only. The original delivery charge is not refunded, as this period falls outside the statutory withdrawal window and is offered at our discretion.
5. How and when you're refunded
Once your return arrives and passes our condition check, we process the refund within 14 days.
Refunds are always issued to the original payment method. We can't refund to a different card, account or person.
Depending on your bank or payment provider, the money may take a few additional working days to appear on your statement.
We may withhold the refund until we have received the item back, or until you provide proof that you have sent it, whichever comes first.
6. Exchanges and size changes
If your size isn't right, email us at airosastore@outlook.com and tell us which size you'd like instead.
- You cover the cost of returning the original item.
- We cover the cost of shipping the new size to you.
- Exchanges are subject to availability. If your requested size is out of stock, we'll offer you a refund instead.
- Each order may be exchanged once.
7. Items that cannot be returned
- Items whose hygiene seal has been broken or removed (unless faulty)
- Items returned worn, washed, altered or damaged by the customer
- Items returned without their original tags or packaging
- Items returned more than 30 days after delivery
- Gift cards and promotional items marked as final sale
8. Orders that arrive damaged in transit
Check your parcel on arrival. If the outer packaging is visibly damaged, photograph it before opening if you can, and email us at airosastore@outlook.com as soon as possible. We'll resolve it at no cost to you.
9. Cancelling before dispatch
If you'd like to cancel an order that hasn't shipped yet, email us immediately at airosastore@outlook.com. If we can stop the parcel in time, we'll refund you in full, including delivery.
10. Model withdrawal form
You are not required to use this form — an email to airosastore@outlook.com is enough — but you are entitled to it, and you may use it if you prefer.
To: Airosa, [registered address], airosastore@outlook.com
I/we hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Ordered on: __________ Received on: __________
Order number: __________
Name of consumer: __________
Address of consumer: __________
Signature (only if sent on paper): __________
Date: __________
11. Complaints and dispute resolution
If you're unhappy with how we've handled a return, please write to us first at airosastore@outlook.com — we'd much rather fix it directly.