6.4 The item I requested for is damaged. Can I get a refund?

If Airfrov receive 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 return to the traveller. The degree of damage warranting a full refund will be determined by the company.

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.

For items sent via Ninja Collect or courier service, any disputes regarding damange 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.