This Shipping Policy outlines the terms and conditions for the shipment of MistAir purchased from us. By placing an order with us, you agree to abide by the following policy:

1. Order Processing Time

All orders are processed within 1-2 business days (Monday-Friday, excluding public holidays). Orders placed after 1 PM CEST on a Friday, or on a weekend or public holiday, will begin processing on the next business day. You'll receive an email confirmation once your order has been successfully placed.

2. Shipping Rates and Delivery Estimates

Shipping costs are calculated based on the weight and dimensions of your order, as well as your shipping address. You can view the exact shipping cost during the checkout process before finalising your purchase.

We offer various shipping options to meet your needs, with estimated delivery times as follows:

Europe: 7-14 business days
Rest of World: 10-20 business days

Please note: These are estimated delivery times and are not guaranteed. Delays can occur due to unforeseen circumstances such as customs processing, weather conditions, or carrier issues.

3. Shipping Destinations

We ship to a wide range of international destinations. If your country is not available for selection during checkout, please contact our customer support team to inquire about shipping options to your location.

4. Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number. You can use this tracking number to monitor the status of your delivery on the respective carrier's website. Please allow up to 24 hours for the tracking information to become active after you receive the email.

5. Customs, Duties, and Taxes

For international orders, please be aware that your shipment may be subject to import duties, taxes, and customs fees once it reaches its destination country. These charges are not included in the product price or shipping cost and are the sole responsibility of the customer. We recommend contacting your local customs office for more information regarding potential charges before placing your order.

6. Delivery Issues

Incorrect Address: It is the customer's responsibility to ensure the shipping address provided is accurate and complete. We are not responsible for orders delivered to incorrect addresses provided by the customer. If an order is returned to us due to an incorrect address, you may be responsible for re-shipping fees.

Lost or Damaged Packages: In the rare event that your package is lost or arrives damaged, please contact us immediately at help@hlp.im. We will work with the shipping carrier to investigate the issue and find a suitable solution, which may include a replacement or refund. Please retain all packaging materials and damaged goods as they may be required for a claim.

Failed Delivery Attempts: If a delivery attempt is unsuccessful, the carrier may leave a notification with instructions on how to reschedule delivery or pick up the package from a local depot. It is the customer's responsibility to follow these instructions. If a package is returned to us due to multiple failed delivery attempts, additional shipping charges may apply for re-delivery.

7. Changes to Orders

Once an order has been placed, we are unable to make changes to the shipping address or contents of the order. Please double-check your order carefully before confirming your purchase.

8. Contact Us

If you have any questions or concerns regarding our shipping policy, please do not hesitate to contact our customer support team at help@hlp.im. We are here to help!

We want you to be completely happy with your MistAir purchase. However, if you're not satisfied for any reason, our returns policy is designed to be as straightforward as possible.

1. Eligibility window

You can return MistAir within 15 days of the delivery date. To be eligible for a return, your item must be:

a. Unused and in the same condition that you received it.

b. In its original packaging, with all accessories, manuals, and promotional items included.

c. Accompanied by the original receipt or proof of purchase.

2. How to initiate a Return?

To start a return, please follow these steps:

a. Contact our Customer Service team at help@hlp.im. Please do mention your Order number in the email.

b. Describe the issue and let us know if you'd like a refund, exchange, or store credit.

c. Our team will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to send your item back. Please do not send your item back without an RMA number.

3. Shipping your Return

You will be responsible for paying for your own shipping costs for returning your item unless the item is faulty or incorrect. Shipping costs are non-refundable.

We recommend using a trackable shipping service and purchasing shipping insurance for items over EUR 20. We can't guarantee that we'll receive your returned item.

4. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

Partial Refunds: There are certain situations where only partial refunds are granted (e.g., items with obvious signs of use, items not in original condition, or items returned more than 15 days after delivery).

Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at help@hlp.im.

5. Exchanges

If you need to exchange a defective or damaged item for the same item, please contact us at help@hlp.im.