Returns and Refunds

30 day returns

If a unit is not right for you, you have 30 days from the delivery date to start a return. To qualify, the unit must be in like new condition, in its original packaging, with all filters, accessories, manuals and inserts. Some brands add their own limits, listed under Brand exceptions below.

We ship to, and accept returns from, the lower 48 United States only.

Restocking fee and return shipping

  • Unopened units: refund of the product price less a 25 percent restocking fee.
  • Opened units in like new condition: refund of the product price less a 25 percent restocking fee, which covers the manufacturer's inspection, testing and repackaging.
  • Austin Air: a flat $25 restocking fee instead of 25 percent, on units and on unopened filters.
  • Units that show use, damage, odor, missing parts or missing packaging may be refused or refunded at a reduced amount after inspection. We will tell you before we process anything.
  • Return shipping on change of mind returns is paid by you.
  • If we shipped the wrong item, or the item arrived damaged or defective, we pay every shipping charge in both directions and no restocking fee applies. Austin Air is different if you choose a refund instead of a replacement: see Brand exceptions below.

How to start a return

  1. Email sales@purifierhaven.com with your order number and the reason for the return, within 30 days of delivery.
  2. We will send you a Return Authorization (RA) number and the return address within 1 business day. Returns without an RA number are refused by the warehouse and returned to sender at your cost.
  3. Pack the unit in its original box with all contents and write the RA number on the outside of the box.
  4. Ship it within 14 days of receiving the RA number using a carrier that provides tracking and, for units over $500, insurance. Email us the tracking number.

Refunds

Once the return arrives at the warehouse it is inspected within 5 business days. We then refund the original payment method within 5 business days of inspection. Your bank or card issuer may take a further 3 to 10 business days to post it. Refunds are only issued to the original payment method, the same card or account you paid with.

Damaged, defective or wrong item

Inspect your delivery on arrival and email sales@purifierhaven.com within 48 hours with photos and the serial number. We will ship a replacement of the same model at no cost, or arrange a manufacturer repair, and cover all shipping. Please do not attempt repairs yourself, as this can void the manufacturer's warranty.

Not returnable

  • Replacement filters, pre-filters, carbon canisters, UV lamps and other consumables once the sealed packaging is opened. Unopened filters and parts follow each brand's rule under Brand exceptions below. Airpura filters, pre-filters, UV lamps and parts cannot be returned at all.
  • Custom built, custom voltage, made to order and commercial or bulk orders.
  • Units installed into HVAC or ductwork.
  • Units returned after 30 days from delivery, including unused and unopened units.

Brand exceptions

Each maker sets its own return limits, and we follow them. These rules sit on top of the terms above. If a brand rule is stricter, the brand rule applies.

Airpura

  • Units: return within 30 days in the same condition you got them: clean, undamaged, with the box, foam pieces and manuals.
  • Airpura returns go back to Airpura's warehouse in Champlain, New York. You pay the return shipping.
  • A unit that has been used to filter heavy chemical fumes, or during a renovation, is inspected when it arrives back, and the restocking fee depends on the damage found. This applies to every Airpura model, including the smoke and chemical models.
  • Replacement filters, pre-filters, UV lamps and other Airpura parts (TitanClean reflectors, pre-filter cover sleeve) are final sale. They cannot be returned, even unopened.
  • If an Airpura parcel has a problem during delivery, we handle it with you and arrange a replacement.

AllerAir

  • Units: return within 30 days. AllerAir requires every return to be shipped insured for its full value, at your cost. AllerAir's return address is in St-Laurent, Quebec, Canada.
  • If you opened the box, call us before you pack it. AllerAir asks for the filters to be taken out of an opened unit before it goes back.
  • AirMedic Pro 5 MCS and AirMedic Pro 5 HD MCS: same terms as other AllerAir units, return within 30 days with the 25 percent restocking fee. Your chosen carbon blend does not make it a custom order.
  • White, Black and Sandstone units follow the same unit terms.
  • Carbon Test Kit: final sale.
  • Replacement filters and pre-filters: final sale. AllerAir does not accept filter returns, so they cannot be returned, even unopened.
  • UV lamps and other parts: return only if unused and unopened, within 15 days of delivery, with a 25 percent restocking fee.

Austin Air

  • Units: return within 30 days of delivery, with a flat $25 restocking fee in place of the 25 percent fee above.
  • Replacement filters and pre-filters: return only if unopened, within 30 days of delivery, with a flat $25 restocking fee.
  • If an Austin Air box arrives damaged, please accept the delivery, then email us photos within 48 hours. Austin Air's damage process starts only after the delivery is accepted.
  • Damaged, defective or wrong item: Austin Air replaces it at no cost to you. If you choose a refund instead of a replacement, you pay the return shipping and the flat $25 restocking fee.
  • Cancellation: you can cancel an Austin Air order free of charge at any time before it ships. Once it has shipped, it is handled as a return.
  • Lost or damaged in transit: if an Austin Air parcel is lost or damaged on the way, we handle it with you and arrange a replacement.
  • Refunds: an Austin Air refund is issued 3 to 5 business days after the return reaches the Austin Air return facility.

Refused or undeliverable shipments

If a delivery is refused without a damage claim, or cannot be delivered because of an incorrect address or no one being available, the order is treated as a return: outbound and return shipping plus the restocking fee are deducted from the refund.

Cancellations

Cancel free of charge at any time before your order ships by emailing sales@purifierhaven.com with your order number. Because orders ship direct from the manufacturer's warehouse, often the same or next business day, we cannot guarantee a cancellation once the order is in process. If it has already shipped, it is handled as a return under the terms above.

Warranty

Every unit we sell is new and carries the manufacturer's warranty stated on its product page. Warranty claims after the 30 day return window are handled by the manufacturer. We will help you file the claim and stay on it until it is resolved.

Questions

Call +1 620-297-9292, Monday to Friday, 7am to 7pm Eastern, or email sales@purifierhaven.com. We reply within 1 business day.