Refund policy

We want you to be happy with your saxophone. This policy explains how to return an item and how our 3-year warranty works. It does not affect your statutory rights under UK consumer law.

Changed your mind? You have 30 days

  • You can return your order for any reason within 30 days of the day you receive it.
  • To return an item, email us at contact@airvanahome.com with your order number within those 30 days. You can also use the model cancellation form at the bottom of this page.
  • Once you have told us, you have a further 14 days to send the item back. We will email you the return address. Please contact us before sending anything back.
  • Please return the item with all its parts, accessories and packaging. You can unpack and try the instrument as you would in a shop. If it has been handled more than that and its value is reduced, we may deduct an amount from the refund.
  • For hygiene reasons, items supplied in sealed packaging, such as reeds, cannot be returned once the seal has been opened.
  • When you return an item because you changed your mind, you pay the cost of sending it back.

Your refund

  • We refund the price you paid within 14 days of receiving the item back, or of receiving proof that you have sent it, whichever comes first.
  • We refund to the payment method you used for the order.
  • If you paid import VAT or duty to the carrier on delivery, that amount was paid to HM Revenue and Customs, not to us. We will send you the order documents you need to ask HMRC for a repayment.

3-year warranty

  • Every item you buy from Airvana is covered for 3 years from the day you receive it against faults in materials and workmanship.
  • If a fault appears with normal use, we will repair or replace the item. If a repair or replacement is not possible, we will refund you.
  • To make a claim, email us at contact@airvanahome.com with your order number and a photo or short video of the problem. We pay the cost of returning a faulty item.
  • The warranty does not cover normal wear and tear (reeds, pads, corks and felts wear with playing), accidental damage, misuse, or repairs or changes made by someone else.
  • This warranty is given in addition to your statutory rights, which it does not affect.

Faulty, damaged or not as described

  • If your item arrives faulty, damaged or not as described, tell us within 30 days of delivery and you can reject it for a full refund.
  • After 30 days, our 3-year warranty applies, alongside your statutory rights.
  • We pay the cost of returning faulty items.

Exchanges

We do not offer direct exchanges. Return the item for a refund and place a new order for the one you want.

Contact

Airvana, a sole trader business registered in France
173 Rue de Courcelles, 75017 Paris, France
contact@airvanahome.com

Model cancellation form

To Airvana, 173 Rue de Courcelles, 75017 Paris, France, contact@airvanahome.com:

I hereby give notice that I cancel my contract of sale of the following goods: [item]
Ordered on [date] / received on [date]
Order number: [number]
Name: [name]
Address: [address]
Signature (only if this form is sent on paper): [signature]
Date: [date]