How a 30-day risk free returns policy can make for happier customers

5 min read
How a 30-day risk free returns policy can make for happier customers
Angela Murphy
June 21st, 2018

Having a hassle-free 30-day risk free trial shows confidence in our product and is key to attracting – and retaining – the right Airtame customers

Have you ever hesitated to go ahead with a purchase, but went for it once you knew you could return the item if you ended up not liking it?

For companies selling online, it has become almost compulsory to have a clear and fair return policy. At the same time, many brick-and-mortar retailers still insist that electronic products be returned unopened, which seems counterintuitive from a customer success point of view.

But there’s a different way. Here’s how we do it.

Our trial policy

Airtame offers a 30-day risk-free trial. This means that you can return the product for any reason within the 30-day period after you have received the order on your doorstep. We either provide a full cash refund or offer free replacements in the case of damaged or faulty items. You’ll find us proudly promoting this policy throughout our site and marketing communications – we’re proud of it.

Returned devices do need to be sent back in their original packaging, including all accessories. That said, the trial phase is for thoroughly testing all the given features so that customers can make an informed decision on whether or not to proceed with Airtame. We definitely want you to open the box!

We work very hard to make sure that each lead gets all necessary information prior to a purchase through clear and concise product demos. This initial conversation helps to guarantee that a given institution has the needs and conditions that match what Airtame has to offer so that grievances don’t come up later.

Why you won’t need it

While the 30-day trial is available, our goal is that people won’t actually need it. Due to our customer success efforts, plus easy deployment and use of the product, buyers rarely return their Airtame.

An account manager sets up a welcome call with a new customer towards the beginning of the trial phase, to double check that they’re on the right track and aware of all of the features available. Our email flow also encourages thorough testing by guiding new users in how to:

Why does a trial period matter?

How we process returns

If someone wants to return their Airtame, they send an email to us at with their original order number, their reason for returning (or replacing) the device, and the firmware version of their Airtame(s).

The firmware version indicates whether or not any issues could be due to users not having updated the device for a while. In some cases when customers realize this, they decide to start using it again once it’s been updated.

If a customer proceeds with a return or replacement, then we send them instructions for how to send Airtame back. Once your return is received at our location in the USA, Australia, or Denmark and inspected to make sure that there are no damages or missing parts, we notify you if the item met the conditions for the full refund. The return shipping cost is not included in the refund.

If a given return is approved, the refund will be processed within the following two weeks, and credit will be applied to the credit card or original method of payment within 2-7 days.

If any defect is found when using Airtame, this should be reported within 30 days. All that’s needed is to reach out to with a description of the particular issue. Our Customer Success team will happily help resolve it over email, chat, or phone.

What’s your take? What’s a fair return policy to you? Let us know!

Interested? Let’s talk.

Angela Murphy
I translate technical features into benefits that everyone can understand.

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