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Returns & Warranties

Fresh Air Guarantee

Every item we sell comes with our 100% satisfaction guarantee*.  If you decide that your new and unused item is not going to work out, you have 10 days to return your in-store purchase. We’ll get you set up with a return for either a full refund or an exchange. Simple as that. For online orders please see our online section below. 

  • Items must be returned within 10 days from the original purchase date for in-store purchases
  • Items must be in its original packaging and condition, unused/unworn with tags attached and accompanied by the receipt.

*please note return restrictions on certain items below. Not all items quality for a return.


Online Sales Return

To process a return, email orders@freshair.ca to let us know you'd like to start a return. All requests must be made within 10 days of receiving the product.

Please provide when emailing with the following:

  • name on the order
  • order date
  • name of the item you wish to return
  • reason for return

Return product to:

Fresh Air Kelowna
Attn: Online Sales
1656 Dilworth Drive
V1Y 7V3

Once we receive your order in the original packaging and deem it unused, we will then issue the refund onto the card used for the original transaction.

Please Note

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.

Buyers are responsible for return shipping and insurance, except in the event of our error. We strongly suggest obtaining a tracking number.

*No returns on bikes including special orders
*No returns on any skis/boards that have been mounted
*No returns on sale items or special orders


Return Restrictions

We do not accept returns or exchanges on the following:

  • Assembled bikes once they have left the stores.
  • Special orders including bikes
  • Bikes shipped or boxed bikes
  • Mounted skis
  • Undergarments, cycling shorts or swimsuits
  • Wetsuits

Returns - BC E-Bike Rebate Program

We do not accept returns from customers who participate in the BC E-Bike Rebate Program. We cannot provide you with a cash, debit refund, credit card refund, cash equivalent gift card or merchandise credit. Please make sure your decision to purchase an E-Bike is final.

Exchanges - BC E-Bike Rebate Program

If you are a customer who participated in the BC E-Bike Rebate Program and your E-Bike is in some way defective, it may only be exchanged for another E-Bike of equal value (same cost/price) or higher.


Price Match Policy

If an item is on sale in-store within 10 days of purchase price you can request a price match.

Price match requests for other stores must be made at the time of purchase and is at our discretion. 


Any exchanges for in-store purchases can be made within 10 days of purchase in store. All items must be returned in their original condition, including the manufacturer's packaging, tags, documentation and any accessories. Return restrictions apply to exchanges as well.

Online exchanges can be requested within 10 days of receiving the item. Please email orders@freshair.ca or call 250-763-3425 (extension #3 for online sales) so we can ensure the item you wish to replace is in-stock and we can assist you with the exchange.

Online Purchases:

Refunds will be issued after the store receives, inspects and processes your return which can take 1-2 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 3-5 business days to reflect on your statement.

In-Store Purchases:

Refunds will be issued after the store receives and inspects the product. Refunds will be issued via the same method in which the order was paid. Credit card refunds can take 3-5 business days to reflect on your statement.

We do not offer return on the following: 

  • ALL bikes once they have left the stores.
  • Special orders including bikes.
  • Mounted skis
  • Undergarments, cycling shorts or swimsuits
  • Wetsuits

Buyers are responsible for return shipping costs except in the case of an error on Fresh Air's part. 

In the case of our error, please contact us right away so we can work with you to rectify the error and send you a return shipment label for your package. We also highly recommend obtaining a tracking number for return shipments.