Returns
On Board Air – Returns Policy
Overview
All returns to Onboard Air must be with all original packaging and in the original postage box, item/s must not have been fitted, run or tested in any way if returned for full refund. If any signs of use are detected upon receipt of the item, it may be returned without notification or warning to the buyer.
Warranty claims will be directed through us to supplier or through us depending on source of manufacture and we will accordingly replace or repair the item/s. All postage costs for warranty claims are non-refundable.
Warranty’s on item/s vary as certain item/s such as engine running gear, panels, perishables, service item/s and brakes etc. have no warranty, if you are in any way concerned with an item/s warranty prior to purchase please contact us in advance to establish the warranty terms.
Returns due to item/s not being as expected or differing from description will also to be required to be returned at the buyers cost.
Onboard Air maintains full discretion to reject any return which may not be as we believe “new” condition and the item/s if this is the case will be returned back to the customer at their cost.
If an item/s is lost while in transit to Onboard Air it is the buyer’s responsibility to pursue the correct authority to acquire compensation, Onboard Air will provide all documentation for proof of value of item and shipping. Please be aware if the correct insurance is not selected with your postal service then you may not be able to recover the total loss value of your purchase. We would advise using a tracked and signed for service (with suitable insurance) as a means of return to ensure absolute security in your return.
Damaged goods due to transit or supplier will be dealt with through the correct means. The item/s will require to be returned to ourselves and possibly the postal service or supplier where applicable for examination and to establish the cause of fault. Damage compensation or replacement may take up to 8 weeks from receipt of goods back to Onboard Air .
Onboard Air reserves the right to refund only the item/s value and not the outbound postage at our own discretion depending on certain conditions for return.
If we have correctly supplied the product as ordered reimburse the product costs minus a handling charge of 15% of the order value. Please note that you will also be responsible for the return carriage charges.
6.1 Correct parts supplied:
If we have correctly supplied the product as ordered reimburse the product costs minus a handling charge of 15% of the order value. Please note that you will also be responsible for the return carriage charges.
6.2 Incomplete/damaged or incorrect goods:
If the goods are delivered incomplete, have been damaged in transit, have been incorrectly supplied – In this case we reserve the right to replace the product. If you require a refund, we will reimburse the product order value. Please note that you will also be responsible for the return carriage charges.
Please note: You must inform us of damaged deliveries within a reasonable period of time. All damaged deliveries must be notified within 7 days of delivery. We are unable to accept responsibility for damage to goods beyond these periods.
6.3 Faulty items:
Before exchanging goods we reserve the right to test items thought to be at fault. Payment will be required for any replacement parts sent out before return of ‘faulty’ goods. If items are returned and found not to be at fault they will be returned to the customer or a credit note issued to the value of the goods less a 15% administration charge (If found to be faulty due to installation, or substantial proof indicates “tampering” has caused the fault, you will eligible for no refund.
6.4 Product exchanges:
If you wish to return a product for exchange then we reserve the right to deduct our initial shipping fee. (I.e. the shipping fee that we have incurred in shipping the first product to you.) and up to a 15% re-stocking charge. Goods returned outside of the 7 day cancellation period will either be exchanged for other goods or a credit note issued. Parts that have been fitted or are not in a resalable condition will not be accepted back for credit or exchange.
(The handling charge is to offset the costs incurred by ourselves in processing and shipping your order as requested)
6.5 Guarantee and Warranty Claims:
Certain lines carry warranty and guarantees with them stated in the item description. Note, if a claim is to be made it must be done in a way applicable to the item. Wear & Tear as well as application of a part may affect the validity of a claim. Guarantee and Warranty terms are generally used to cover the core functionality of an item not cosmetics and surface finishes.
6.6 Return of goods outside of the 7 days cancellation period:
For all goods returned outside of this period, subject to the parts being returned in their original packaging in a resalable condition, we will issue a credit note to the value of the goods less up to a 15% re-stocking fee.
If you wish to return any item then please follow these basic steps:
(a) Contact us to request a *Returns Number.
(b) Send the goods to the following address: FAO Returns, Onboard Air, Unit 4 Winpenny Road, Parkhouse Industrial Estate, Newcastle under Lyme, ST5 7RH. Please note that, subject to 6.1 to 6.4 above, we can only refund if goods are returned in the original packaging in “as new” condition.
(c) Attach a copy of the delivery note or invoice as proof of purchase and mark the package clearly with the *Returns Number, all dispatched items have a marked order ID, on the postage label, if this can be also added to the contents of the package, it will aid in your claiming process.
(d) Returns Number – This number helps us to deal quickly and efficiently with your return. Please note that if this number is not clearly marked on the returned item then this may cause delays.
Although we endeavour to provide you with the latest product information and to ensure that product images are identical to the items supplied, we cannot always guarantee that this will be the case. Product colours and styles can differ slightly from the published images.
Personal details are held confidentially. Please note that we never divulge personal details to any third party and any information supplied is used solely for the purpose of processing your order or sending you regular email bulletins (If requested). If you decide that you would like to leave our mailing list, please ask and we will remove all of your details.
Please note: It is your responsibility to ensure that the item that you have ordered is suitable for your car or vehicle based on the information that we have published on our website. If you are in any doubt as to the suitability of any product for your vehicle then please contact us for further advice before ordering. All application information is supplied by the product manufacturers and all dates used in product descriptions are dates of vehicle manufacture, they are not vehicle registration dates. If you are in doubt please ask. Please note that products on this web site are general guidelines for UK specification vehicles and we are not able to ensure suitability of these products for non-UK specification vehicles (including imported models). For parts for imported vehicles please contact our specialist Craig Shaw via email at Onboard Air@ymail.com or by filling out our online enquiry form, in the Contact Us section.
1. Pricing information:
2. Order confirmation and order validation:
3. Payment:
4. Delivery of goods:
5. Complaints and queries:
6. Returns/Refund policy:
7. Product information and product images:
8. Confidentiality of personal details:
9. Suitability of products:
Our conditions of Sale do not affect your statutory rights.
All our transactions are subject to English law.
Thankyou for your custom
Onboard Air