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CUSTOMER SUPPORT

Customer Support

 

Here You can find all the necessary information to receive support from our sales and technical team as well as all the information relating to the General Conditions of Sale of Airsquare (www.airsqr.com).
Read them carefully before making your purchase and happy flying!

Company Informations

 

The site is managed and maintained by AIRSQUARE S.R.L. with registered office in ROME, Via Nizza, 53 – VAT n. 14382621002. The offer and sale of products on our website are governed by these General Conditions of Sale, as well as, as far as they are not expressly provided for, by articles 1470 and following of the Civil Code and by Legislative Decree 06.09.2005, n. 206 (“Consumer Code”), which is expressly referred to, within the limits of compatibility, of the entire Part III, title III, section II (Articles 50-61), relating to distance contracts.

How to contact us

 

For technical enquiries

For technical information on the products or services please write to support@airsqr.com.

 

Purchases

For everything related to your purchases, payments and shipping please write to customerservice@airsqr.com.

 

Privacy

For everything related to your data and general information about Privacy Policies, please write to privacy@airsqr.com.

 

You can always contact us by phone/chat at the following number +39 3423565683

Placing an Order

 

Getting your order placed is fast and easy. Just follow these steps:

 

      • Add the items you want to your cart. Make sure quantities are correct.
      • Click “Secure Checkout” from the cart page.
      • Verify the correct address is selected. If not, select the correct one or make a new one.
      • Select a shipping method.
      • Select a payment method.
      • If applicable, enter a promotional code or purchase order number in the appropriate field.
      • Make sure you’ve reviewed the Terms of Service and Shipping Policy.
      • Click “Continue”.
      • On the next page, verify that all informations are correct. If no, click “Edit Order”. If yes, click “Place Order”.
      • Your order has been placed when you see your order number.

 

Placing your order through our website is the easiest way to get your goods at your door. If you are unable to use the website, we can also take your order over the phone.

 

Minimum Order Quantity

There are no minimum order quantities! If you are willing to fork over shipping costs, we will gladly send you a €5.00 propeller!

Order Types

 

Pre-Orders

Pre-orders are items that have never been in stock, but will be soon. There are different reasons for items being pre-ordered. Sometimes we like to gauge public interest in specific products before we order from our suppliers. In other instances we would like to know how many items we should build in-house before releasing a AIRSQUARE Original product. Pre-ordering is beneficial for guaranteeing your place in the order queue, and stock will be set aside for you.

 

Please Note

Once you have completed the checkout process with a pre-ordered item you will be charged immediately and your item will ship as soon as it is in stock. Since pre-ordered will ship at a later date they will require separate shipping charges from in-stock items within the same order.

 

Orders

The Button Order appears whenever the item is in stock and ready to be shipped.

 

Backorders

Not all products can be backordered when they go out of stock. If an out of stock item can be backordered it will clearly display a Backorder button, otherwise it cannot be backordered by any means.
This is when you, the customer, add an out-of-stock item to your cart by clicking the Backorder button. We do not charge for backordered items until they are ready for shipment.
If your cart contains only backordered items, there will be no charge submitted at checkout. When everything is in stock and the order is ready to be shipped, a charge will be submitted via the payment method you selected at checkout.

 

Made to order

The Button Made to Order appears in the case of special products. A typical example can be RTF Drones: it is possible that we have in stock all the components necessary to assemble and test it but we assemble and test it only when the order is received.

 

Accidental Orders

This is when our website indicated that there was stock available for your order, but we were actually out. Ops!
We work very hard to keep our stock numbers accurate. This event is rare, but there are a variety of issues that can lead to inaccuracies. We apologize for any inconvenience. We will ship all in-stock items right away, with the backordered items shipping as soon as they are available. They will ship via the same shipping method you selected during checkout.

Prices

 

Our pricing policy is transparent. You will never find overpriced items with respect of those offered by the competition.
If we can have control over the net price of the item, we cannot have control over the cost of shipping and any import costs, which unless specifically indicated, remain the responsibility of the Customer.

 

      • In order to make sure we provide the most accurate pricing information possible we have removed the ability for our website to convert to any other currency other than EUROS. Any pricing and invoices will only display EURO.
      • The total amount resulting at the end of the Order is inclusive of any shipping costs, as well as VAT and any other taxes on transfers if due, excluding any taxes and customs duties, if due, for goods addressed to a Country not part of the European Union (see 7. CUSTOMS DUTIES AND TAXES).
      • The customer can choose between the following payment methods: credit card, Paypal and Bank Transfer B.
      • The payment must be made at the time of the Order for the first two types while as regards the payment by bank transfer, the customer has 3 working days from the moment of receipt of the order confirmation email.
      • In case of payment by credit card, the related financial information will be forwarded via encrypted protocol to the institutions that provide the related remote electronic payment services, without third parties having access to them in any way. This information will never be used by AIRSQUARE S.r.l. except to complete the procedures relating to the purchase and to issue the relative refunds in the event of any product returns, following the exercise of the right of withdrawal, or if it is necessary to prevent or report the commission of fraud to the police.
      • The completion of the Order by the Customer and the choice of the credit card as a means of payment, implies the authorization of the latter to debit the total amount resulting from the purchase procedure on their current account.

Shipping Policy

 

Duties and taxes are the responsibility of the receiver and are not collected by Airsquare.

Return Policy

 

We want you to be thrilled with what you buy from us. In some cases, however, something seems not to work properly or as you expected. No problem, we are here to help You even after the purchase phase.

 

15 days unmodified returns

If you are not 100% satisfied with your order, we will be happy to authorize a return for any unused and unmodified items purchased within 14 days minus the cost of shipping and custom duties. At a glance, unmodified items are items that have not been opened, nor modified, nor used in any way.

 

modified product return policy

Do the products you have purchased seem not to work or do you think you need help anyway?
Please send a mail to support@airsqr.com to receive assistance.
Our technical support team will contact you within a few hours to help you, but in some circumstances you could wait up to 2 days before being contacted.
Once done troubleshooting, the technical support team may have you fill out an RMA request ticket on the dedicated page of this website. Once we obtain your ticket, we will begin to process your case as an RMA ticket.
Please do not remove, de-solder, or otherwise modify any components that are installed on your product. We need to try and replicate your testing environment and removing installed components can cause complications.

 

Damaged goods during shipment

Please email customerservice@airsqr.com right away. Include a description of the damages and pictures of the damaged items/packaging. This information is very helpful to us in assessing how we package our orders and helps prevent similar problems in the future. Replacements will be arranged with Customer Service as needed.

 

Not the items you ordered

Are one or more of the items you had ordered not what you were expecting? If you believe that Airsquare sent you the wrong item submit an RMA ticket and we will get things straightened out!

 

General Return Guidelines

Here you can find the main rules for making returns after the purchase and shipping phase. If you think something is unclear please contact us at customerservice@airsqr.com.

 

      • All RMAs must be authorized with us prior to sending any returns back.
      • Returns must include all parts, pieces and accessories included with the product(s), including packaging. Your return may be denied if it is received in incomplete or damaged condition.
      • Eligibility for return of modified items is determined on a case-by-case basis; we can not guarantee eligibility for modified items.
      • Returns may take up to 2 weeks to process, not including transit times.
      • Replacement orders can not be modified to include different or additional parts.
      • Airsquare will pay/refund return shipping charges if the damage is found to be related to a manufacture error.
      • Returns for orders older than 30 days are eligible for replacement or store credit only.
      • We reserve the right to limit support, and deny returns on items that were purchased over 30 days ago, ding and dent items, old version releases, and products not purchased directly from Airsquare.
      • In the event that your return is not received in restockable condition, we reserve the right to deny your return, or change your refund method to store credit only. This is determined on a case-by-case basis.
      • Airsquare will pay/refund return shipping charges if the damage is found to be related to a manufacture error.
      • For best service and lowest risk of loss/damage to your return, we suggest that it is sent via a trackable shipping method. Lost packages that are sent via non tracked methods are not guaranteed.
      • No returns should be sent in a flat envelope. Please use a box or reinforced padded mailer at a minimum.

VAT/Taxes/Custom Duties

 

Delivery costs, as well as VAT and any other taxes on transfers in cases where they are due, are charged to the Customer and are clearly expressed in the Order.

 

      • Nothing more is due by the Customer than the total of the Order shown at the end of the purchase procedure, except that any charges for customs clearance of the goods remain the sole responsibility of the Customer.
      • In case of shipment addressed to a country outside the European Union, the goods may be subject to the imposition of customs duties and any sales taxes. Any additional charges relating to customs clearance will be borne exclusively by the recipient.
      • In case of refusal of the customer’s goods, return or non-delivery for other reasons (eg. incorrect address and / or telephone number of the recipient; repeated absence of the recipient, etc.) the amount to cover the following costs: “sending of goods” + “return of goods” + “customs for return” and charged to the recipient. Instead, the price of the goods will be refunded.
      • Customs duties and any taxes vary according to the country of destination and are applied upon arrival of the goods in the same country. For information on the amount of duties and any taxes, and the methods of customs clearance of goods, it is advisable to contact the competent Customs Offices of the country of destination.

 

VAT-Free PRICING

VAT will be automatically deducted at checkout for all the orders which are shipping outside of EU (based on shipping address). VAT can be deducted also with all EU based companies, with valid VAT ID.
If you need to see prices without VAT please follow these simple steps:

 

      • Please just register an account on www.airsqr.com and enter all your Company’s info.
      • Be sure also to add a valid VAT ID to Company ID field.
      • Please send a mail with subject VAT ID verification to customerservice@airsqr.com.

 

We will verify your company’s data and VAT ID, and if everything is OK, enable your account for permanent VAT free shopping. Process in usually finished within one day after receiving your e-mail.