Returns and Warranty

Concept Guarantee - Return Policy
Your satisfaction is our success.  Every item we sell comes with our 100% satisfaction guarantee.  If you decide that your new or unused item is not going to work out, you have up to 30 days to return your purchase.  We’ll get you set up with a return for either a full refund or an exchange.  Simple.

Exchange your item:

  1. Call Concept customer service at (866) 638-5834 to obtain a Return Authorization number (RA #).
  2. We will create a new order for you over the phone.


Return your item:

  1. To process a Return call (866) 638-5834 or email shop@freshair.ca to obtain a Return Authorization number (RA #).
  2. Please provide concept customer service with the following:
    • name on the order
    • order date
    • name of the item you wish to return
    • reason for return
  3. Write your RA # on the outside of the box clearly so our warehouse can clearly identify your return for swift processing.
  4. Ship to:
    Fresh Air Concept Online Returns
    (RA # received from customer service)
    555 Groves Ave. Kelowna BC
    V1Y 4Y8
    (866) 638-5834
  5. You will be refunded the original purchase price when your order is received by our warehouse.

Important Qualifiers

  • All items must be returned in their original condition, including the manufacturer's packaging, tags, documentation and any accessories. Returned packages may be refused or returned to buyer if any of these conditions are not met.
  • Packages must be returned to Concept within 5 days of the obtaining your RA number.
  • Buyers are responsible for return shipping and insurance, except in the event of Concept error. We strongly suggest obtaining a tracking number.
  • We reserve the right to charge a 40% re-stock fee to packages arriving without a valid RA number.

No Refunds or Exchanges will be made on Clearance Items, unless the product is covered under warranty or an error occurred during your order.

When will I receive my refund?

Credits will be issued after the warehouse receives, inspects and processes your return, which can take up to 5 business days after receipt of the product. You will receive a confirmation email when your return has been processed. Refunds will be issued via the same method in which the order was paid. Credit card refunds can take up to 72 hours to reflect on your statement.

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