If Airfrov receives a badly-damaged item from a traveller, the requester will be informed of the matter. Airfrov may proceed with a full refund, or a partial refund. In the event of a full refund, the item will be returned to the traveller. The degree of damage warranting a full refund will be determined at Airfrov's discretion. Minor imperfections such as (but not limited to) hairline scratches, thread fraying, or dents in packaging meant to protect the condition of the item which does not affect the functionality of the item will not warrant a refund unless agreed upon by the traveller. If a requester requires the item and/or packaging to remain in absolutely pristine condition, traveller should be informed prior to purchase.
For packaged or boxed items, Airfrov will not proceed with any form of refund as long as the integrity of the contents is kept in place.
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.
Ninja Collect/Courier Delivery
For items sent via Ninja Collect or courier service, any disputes regarding damage have to be raised directly to 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.
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.