For items purchased via Sprees, raise a dispute via the 'Dispute' button on your spree order screen if you received a damaged item, along with photos of the condition of item received. Your traveller should reach out to you to resolve the issue. If no consensus can be reached, either party can reach out to Airfrov for assistance.
For items collected at the Airfrov Collection Centre, requesters are expected to perform a thorough check of the item. By accepting and bringing the product out of the Airfrov Collection Centre, requesters and/or their proxies agree that the Airfrov service was rendered satisfactory. Airfrov will not be able to assist in the case of a dispute if the requested-for item was accepted and collected, or if payment has been released to the traveller after the 7-day self-collection window.
For items sent via Ninja Collect or courier service, any authenticity claims have to be raised directly with Airfrov within 7 days of delivery by the traveller. Airfrov will release payment to the traveller after this 7-day period and once payment is released, Airfrov will not be able to assist in the case of a dispute.
As Airfrov does not possess the expertise in ascertaining the authenticity of products, the onus is on the requester to seek the assessment of a qualified 3rd-party (e.g. authorized dealer). Such claims will be handled on a case-by-case basis and should there be sufficient evidence to suggest that the item purchased by the traveller is not authentic, Airfrov can proceed with a full refund. The item will subsequently be returned to the traveller.