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 purchase. We’ll get you set up with a return for either a full refund or an exchange. Simple.
In-Store Purchases
No Refunds on sale items or special orders. Returns require original receipt, must be in unused condition, have original packaging and must occur within 10 days of purchase.
Online Sales Return
No Refunds on sale items or special orders*. Returns require original receipt, must be in unused condition, have original packaging and must occur within 10 days of purchase.
To process a Return email shop@freshair.ca to let us know you'd like to start a return.
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
When Will I Receive My Return?
Refunds 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 3-5 business days to reflect on your statement.
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.