CANCELLATION AND REFUND POLICY
Last Updated: 20th Oct 2017
Refunds will be done only through the Original Mode of Payment.
Cancellation by a Shoppers
A Shopper will not be able to cancel a transaction after the deposit is placed. However, a Traveler may still cancel the request in the event the requested item(s) cannot be found or is (are) out of stock. This is to ensure that Travelers can proceed with the purchase the requested item(s) with a peace of mind and without fear of a Shopper backing out after depositing the agreed amount, or after the items have been purchased.
If the Traveler has yet to purchase the item, a Shopper may communicate with the Traveler via the chat function to enquire whether the latter agrees to a cancellation.
Airshoppers will not allow for the transaction to be cancelled without the Traveler’s knowledge, unless the Traveler fails to arrange for delivery within 7-day grace period following his/her registered trip back to UAE or it is proven that the Traveler purchased a wrong, counterfeit or damaged item(s).
*Note: Airshoppers will release the payment to the Traveler if the Shopper does not acknowledge the receipt of the item within 7 days of the Traveler arranging for delivery (date of pick up from the Traveler by the delivery agent). Once payment is released, Airshoppers will not be able to assist in the event of disputes.
Cancellation by a Traveler
When a Traveler cancels a transaction for which he/she offered to help, an automatic full refund (including service fee and credits used, if any) is processed back into the original method of payment. If successful, a refund confirmation email is sent to the Shopper’s registered email address. Actual refund may take up to 3-10 days to be reflected in your statements, depending on bank and mode of payment.
For deposits paid via credit card, the refund will be settled by Shoppers’s bank within 3-4 working days. If the cancellation was made within 7 days of the deposit, the initial deposit will be voided (i.e. no deduction will appear on your credit card balance).
If you do not see the refund after a suspiciously long time, please contact Airshoppers for further assistance.
Wrong item purchased by a Traveler
If a Traveler purchases the wrong item, the Shopper reserves the right to reject the item. Airshoppers will subsequently cancel the transaction and will refund the Shopper’s deposit. The wrongly-purchased item should then be returned to the Traveler, without any monetary reimbursement.
To avoid such a situation, Shopper should communicate clearly with the Traveler via the chat function. Also, the Shopper may upload additional pictures of the item in the chat or comments sections. The Shopper has access to the purchased item picture communicated by the Traveler when notifying the purchase, so that any errors may be rectified immediately while the Traveler can still replace the purchased item.
Damaged item received by a Shopper
If a Shoppers receives a badly-damaged item from a Traveler, the Shopper should inform Airshoppers of the matter. Airshoppers will investigate the matter and may proceed with a full refund, or a partial refund. In the event of a full refund, the item will be returned to the Traveler.
The degree of damage warranting a full refund will be determined at Airshoppers’ 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 Traveler. If a Shopper requires the item and/or packaging to remain in absolutely pristine condition, Traveler should be informed prior to purchase.
For packaged or boxed items, Airshoppers will not proceed with any form of refund as long as the integrity of the contents is kept in place.
Airshoppers will not be able to assist in the case of a dispute if the requested item was accepted and reception acknowledged by the Shopper, or if payment has been released to the Traveler if the Shopper does not acknowledge the receipt of the item within 7 days of the Traveler arranging for delivery (date of pick-up from the Traveler by the delivery agent).
Counterfeit item received by a Shopper
Trust is paramount at Airshoppers. If a Shopper has a doubt on the authenticity of a requested products received from a Traveler who offered to help, he/she may contact Airshoppers for further assistance. Shoppers are expected to perform a thorough check of the received item and agree that the Airshoppers service was rendered satisfactory. Airshoppers will not be able to assist in the case of a dispute if the requested-for item was accepted and reception acknowledged, or if payment has been released to the Traveler if the Shopper does not acknowledge the receipt of the item within 7 days of the Traveler arranging for delivery (date of pick-up from the Traveler by the delivery agent).
As Airshoppers does not possess the expertise in ascertaining the authenticity of products, the onus is on the Shopper to seek the assessment of a qualified 3rd-party (e.g. authorized dealer). Such claims will be handled on a case-by-case basis and should there be sufficient evidence to suggest that the item purchased by the Traveler is not authentic, Airshoppers can proceed with a full refund. The item will subsequently be returned to the Traveler.
Traveler not responding to a Shopper
If a Traveler is not responding to a Shopper’s messages, the latter may reach out to Airshoppers for assistance. We will attempt to reach out to the Traveler on Shopper’s behalf.
Please do allow the Traveler 48 hours to respond if he/she is overseas as he/she may be subjected to limited mobile data and/or Wi-Fi access.
If there is no response from the Traveler within 7 days of the return date, please inform Airshoppers. Airshoppers may cancel the transaction and proceed with a full refund (including service fee) from the 8th day onwards.
For example, if the Traveler’s return date is 15 July, but does not respond or deliver the items by 22 July, Airshoppers may proceed with a refund from 23 July onwards.
Disputes
When raising a dispute, Shoppers should provide as much context and evidence as possible. Airshoppers will make the judgement on how to resolve the dispute based on supporting evidence from both the Shopper and Traveler, after reaching out to both parties where necessary.
Each dispute claim will be handled on a case-by-case basis.
Please ensure that all communication is carried out via Airshoppers platform. Airshoppers does not have oversight over communication outside our platform, and will therefore not intervene in such cases.
Airshoppers will not be able to assist should there be any disputes raised after the payment is released to the Traveler. For items that are not acknowledged within 7 days of the Traveler’s delivery, Airshoppers will release payment on the Shopper’s behalf.
After this 7-day window, Airshoppers will be unable to assist should any dispute arise.
For any dispute, please email support@airshoppers.com with the following details:
  1. Username in Airshoppers
  2. Request Reference
  3. Mobile contact no
  4. Description of dispute
  5. Any picture(s) of purchased/requested item