Refund policy

Return & Refund Policy

Effective Date: December 23, 2025

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

30-Day Home Trial

Air quality is not something you can judge from a product page. You have to live with it. So run the machine. Put it in the room that bothers you, sleep next to it, and give it a few weeks.

If it is not right for you, tell us within 30 days of delivery and we will take it back and refund you in full. You do not need to keep it sealed and you do not need to leave it in the box.

To be eligible for a return, your item must be:

• Complete, with all included accessories and documentation
• Returned in its original packaging, so it survives the trip back
• Accompanied by your receipt or proof of purchase

Normal use is expected and completely fine. Units that are physically damaged, modified, or returned without their original packaging cannot be accepted.

How to Start a Return

Contact us at support@freshhomeair.com to request a return. Include your order number and the reason for your return. We will respond within 1–2 business days with instructions and the appropriate return address based on your product.

Important: Because our products ship directly from our manufacturer partners, return addresses vary:

• Airpura products are returned to Airpura's fulfillment facility in Laval, Quebec, Canada.
• Austin Air products are returned to Austin Air's facility in Buffalo, NY.

Do not ship items back without prior authorization. Items sent back without a return authorization will not be accepted or refunded.

We Pay Return Shipping

If you decide the unit is not right for you, we cover the return shipping. When we issue your return authorization we will email you a prepaid, insured shipping label and the correct return address for your product. Print it, attach it to the original box, and drop it off. There is nothing to pay and nothing to arrange.

Please use the original packaging. Because these are heavy steel machines, a unit shipped without its original box and internal packing can be damaged in transit, and damage caused by inadequate packaging is not covered.

No Restocking Fee, No Return Shipping Cost

We do not charge a restocking fee and we do not charge you to ship a return back. If an approved return reaches us in original condition, you receive the full purchase price back, including your original shipping.

Refunds

Once we confirm that your return has been received and inspected by the appropriate fulfillment partner, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card issuer to post the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, contact us at support@freshhomeair.com.

If It Arrives Damaged or Faulty, We Handle It

Please inspect your order when it arrives. If anything is damaged, defective, or not what you ordered, email us at support@freshhomeair.com within 7 days of delivery with clear photos of the item and the packaging.

We will arrange a replacement and the collection of the original unit at no cost to you. You will not need to buy a shipping label, pay a restocking fee, or take the unit anywhere.

If a fault appears later, your unit is covered by the manufacturer’s warranty. Contact us and we will open the claim with Austin Air or Airpura on your behalf.

Replacement Filters

All replacement filter purchases are final sale. Opened or used filters cannot be returned for hygiene and safety reasons. Sealed, unopened filters in original packaging may be returned within the standard 30-day window.

Non-Returnable Items

The following items are not eligible for return:

• Opened or used replacement filters
• Items returned without prior authorization
• Items with missing original packaging or accessories
• Items purchased during a clearance or final-sale event
• Gift cards

Exchanges

The fastest way to exchange a product is to return the item you have, and once the return is accepted, place a new order for the correct item. Contact us at support@freshhomeair.com and we can assist with coordinating both.

Questions?

Reach out any time at support@freshhomeair.com, we're happy to help.