Applies to AirLab devices purchased directly from ausair.com.

For masks, filters and accessories, please see our Refunds and Exchanges page.

If you purchased from a retailer or marketplace, please contact them directly first.

We require photo evidence of the condition of the device, including original packaging, charging cable and supplied accessories, for all refunds, returns and/or exchanges.

30-Day Refund Window

You can request a refund within 30 days of delivery if your AirLab:

• Arrived damaged
• Has a manufacturing defect
• Does not perform as described on our website

Contact us at support@ausair.com with your order number and a short description of the issue.

We will usually ask for a photo or screenshot from the app. Most issues can be diagnosed in one exchange, and many can be resolved without requiring you to send the device back.

If a refund is the right outcome, we will confirm this in writing and provide the return address.

Please wait for this confirmation before sending anything back. Items returned without prior approval cannot be matched to your order and will not qualify for a refund.

What is not covered

• Change of mind, including no longer wanting, needing or having a use for the product.
• Preference for another product, brand, feature set, app, ecosystem or user experience where AirLab is otherwise performing as described.
• Customer expectations or requirements that fall outside the functionality, specifications or capabilities advertised for AirLab Pro.
• Differences between AirLab readings and another device, data source or monitoring system where the difference alone does not establish that AirLab is defective or operating outside its stated specifications.
• Issues caused by the customer's environment, device placement, network, connectivity setup, third-party services or other external factors rather than the AirLab itself.
• Setup, configuration or usability issues that can reasonably be resolved through troubleshooting and do not indicate a product defect.
• Normal product or sensor behaviour that is consistent with AirLab's published specifications and intended operation.
• Cosmetic wear, accidental damage, misuse, improper handling or use outside the product's intended operating conditions after delivery.
• Requests based on features, integrations or functionality that were not advertised as available at the time of purchase.

Restocking Fee for Non-Fault Returns

For any approved return that is not related to a confirmed manufacturing defect or product fault, a 15% restocking fee will be deducted from the refund. This fee contributes towards the costs associated with:

• Receiving and inspecting the returned device.
• Testing and verifying the device and sensor functionality.
• Repackaging and preparing eligible products for restocking.
• Administration and processing of the return.

Where a refund is approved, the refund will be calculated as the original product purchase price, less the 15% restocking fee and any non-refundable shipping costs.

The 15% restocking fee does not apply where we confirm that the AirLab has a genuine manufacturing defect or product fault.

Returning Your AirLab

• Pack the unit in its original box with all accessories, cables and inserts. If you no longer have the original packaging, let us know and we will advise on suitable packaging. We will not refuse a faulty-product return based on packaging alone.
• Send the unit to the returns address provided. For confirmed faults within the 30-day window, we cover return shipping. Warranty returns after 30 days follow the shipping terms outlined on the warranty page.
• If only a cable or accessory arrived damaged, we will send a replacement part. There is no need to return the device.
• Once the unit arrives and if it passes inspection, any approved refund will be processed to your original payment method within 10 business days. For non-fault returns, the refund will be less the 15% restocking fee and any non-refundable shipping costs.
• Original shipping costs are refunded for confirmed faulty units only.

After 30 Days

Outside the 30-day refund window, your AirLab is covered by our 24-Month Standard Warranty against defects in design, materials and workmanship under normal use.

Register your device within 60 days of purchase and we will extend your warranty to 36 months at no cost.

Under warranty, we may repair, replace or refund the device at our discretion.

A refund is one available remedy, but it is not automatic. Most warranty claims are resolved through repair or replacement.

Full warranty terms:
https://ausair.com/pages/airlab-warranty

What We Assess Case by Case

The following situations are not considered product faults and do not qualify for an automatic refund:

• Accidental damage: Drops, liquid damage, power surges, or damage occurring after delivery.
• Disassembly or modification: Any changes to the unit or its firmware.
• Installation and environment: Wi-Fi networks the unit cannot connect to, placement affecting readings, or use outside the stated operating conditions.
• Different readings from another device: Different sensors, placement and calibration methods can produce different numbers. This alone does not indicate a fault, and we will troubleshoot with you before determining the cause.
• Change of mind: Refunds are not provided for a simple change of mind. All cases are assessed against the above criteria.

We will always troubleshoot with you first. If we identify an underlying product fault, your claim will be handled under the refund or warranty terms above.