Refund policy
Last updated: 10 October 2026
Company details
Seller / data controller: LEVELUPSPORTS, trading as AVALAIR
Chamber of Commerce (KvK): 93358814
VAT ID: NL005019246B50
Email: info@avalair.store
Website: www.avalair.store
Return address: Please send an e-mail to info@avalair.store
1. Overview
We want AVALAIR customers to be confident in their purchase. This Policy explains statutory withdrawal rights, our additional voluntary return option, refunds, exchanges and what happens if a product is defective or incorrect.
Your mandatory consumer rights always take priority. This Policy gives additional rights only where it expressly says so; it never removes a right that applies under law in your country.
2. 30-day return window
For consumer purchases made directly from the AVALAIR online store, we offer a 30-day return window starting on the day you receive the product, unless a longer mandatory period applies.
The first 14 days may include a statutory right of withdrawal for qualifying distance-sale consumers. Days 15 through 30 are an additional voluntary AVALAIR return option, subject to the conditions below.
3. Statutory withdrawal for EU consumers
If you are a qualifying consumer in the European Union and purchase online, you generally have 14 calendar days from the day after you, or a third party you designate other than the carrier, receives the goods to notify us that you withdraw from the contract without giving a reason. If one order is delivered in separate parts, the period generally starts after receipt of the last relevant part, as provided by law.
After notifying us in time, you generally have a further 14 days to return the goods. You may use the model withdrawal form at the end of this Policy, but you do not have to use that form: any clear statement that you are withdrawing is sufficient.
You do not need our prior approval to exercise a statutory right of withdrawal. Contacting us before shipping the return helps us provide the correct return address and customs instructions.
4. Condition of returned products
During the statutory withdrawal period
You may inspect and handle the product only as reasonably necessary to establish its nature, characteristics and functioning, similar to what you could reasonably do in a physical store. Opening the shipping carton or carefully inspecting the product does not by itself remove the right of withdrawal.
Please return the complete product with all supplied accessories, including any helmet carrier, compression straps, vacuum bag, pump, carabiner, manuals and other items that formed part of the purchased set. Where the law allows, we may deduct an amount for diminished value caused by handling beyond what was necessary to inspect the product or by missing components.
Voluntary returns between day 15 and day 30
For our additional voluntary return period after any statutory withdrawal period has ended, the product must be unused, clean, complete and in resaleable condition, with original tags and packaging reasonably intact. This stricter condition applies only to the voluntary extension and does not reduce statutory rights.
5. How to start a return
1. Contact AVALAIR at info@avalair.store with your order number and tell us which item(s) you wish to return. For statutory withdrawal, a clear statement of withdrawal is enough and no reason is required.
2. We will provide the current Netherlands return address and, for returns from outside the EU, any customs wording that should be used to identify the shipment as returned goods.
3. Pack the product securely. Please include your order number or return reference inside the parcel.
4. Use a trackable shipping service and keep the shipping receipt until your refund is complete.
Returns email: info@avalair.store
6. Return shipping costs
For a change-of-mind return, you are responsible for the direct cost of returning the goods if we informed you of this before purchase, unless applicable law requires us to pay it or we expressly offer free returns.
If the product is defective, damaged on arrival, incorrect, incomplete or otherwise non-conforming and AVALAIR is legally responsible, we will provide an appropriate remedy and bear return costs where required by law. Please contact us before shipping a defective item so we can arrange the most appropriate return method.
7. Refund amount
Statutory withdrawal
Where statutory withdrawal rules apply, we will refund the payments received for the returned product and, where required by law, the cost of the least expensive standard outbound delivery method we offered for the order. If you chose a more expensive delivery method, the additional premium is not refundable unless the law requires otherwise.
Voluntary return after the statutory period
For a voluntary return accepted between day 15 and day 30, we refund the product price paid. Original outbound shipping, expedited-delivery surcharges and import charges are not refunded unless we expressly agreed otherwise or applicable law requires it.
Import duties or taxes paid directly to a customs authority or carrier are normally outside AVALAIR’s control. If AVALAIR collected a duty or tax at checkout and it is refundable to us, we will handle it in accordance with applicable law. For duties paid directly by you, you may need to request reimbursement from the relevant customs authority.
Refunds are made in the original transaction currency and to the original payment method where possible. Your bank or payment provider may apply its own exchange rate or fee, which can cause the amount shown in your local currency to differ from the original local-currency display.
8. Refund timing
For a statutory withdrawal, we will reimburse you without undue delay and no later than the legal deadline, generally 14 days from the day we are informed of your decision to withdraw. Where permitted, we may withhold reimbursement until we receive the goods or you provide evidence that you sent them back, whichever occurs first.
For voluntary returns, we aim to process the refund within 5–10 business days after inspection. Your bank or payment provider may take additional time to post the refund.
9. Exchanges
The fastest way to obtain a different product is usually to return the original item and place a new order. If we offer direct exchanges in your country, customer service will explain the available options. Statutory rights for defective or incorrect products are unaffected.
10. Defective, damaged or incorrect items
If you receive the wrong product, a product arrives damaged, or it does not conform to the purchase contract, contact us as soon as reasonably possible. Please provide your order number and, where useful, photos that help us understand the issue. A photograph is helpful but is not an absolute condition for exercising statutory rights where the law does not allow us to impose that condition.
Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction or refund. Statutory conformity rights may continue well beyond the 30-day return period.
11. Products purchased from retailers
If you purchased an AVALAIR product from an authorised retailer rather than directly from AVALAIR, the retailer is generally your seller and should handle the return or statutory conformity claim under its sales terms and applicable law. Any separate AVALAIR commercial warranty, if offered, will state how it can be used.
12. Exceptions
Any statutory exception to the right of withdrawal applies only where the legal conditions for that exception are met and where we informed you as required before purchase. Examples can include genuinely personalised goods or certain sealed goods that are not suitable for return for health or hygiene reasons after the seal is broken. We will not treat ordinary opening or inspection of the Nomad backpack as a hygiene exception.
13. Model EU withdrawal form
Complete and send this form only if you wish to withdraw from the contract. You may instead send any other clear statement of withdrawal.
To: LEVELUPSPORTS, trading as AVALAIR
Email: info@avalair.store
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on: ____________________________________________________
Order number: _______________________________________________________________
Name of consumer(s): _________________________________________________________
Address of consumer(s): ______________________________________________________
____________________________________________________________________________
Signature of consumer(s) (only if this form is sent on paper): ______________________
Date: _______________________________________________________________________
14. Contact
Returns and refunds: info@avalair.store
