Does w'air ship globally?
Yes, w'air can be shipped to any global locationship. Local country taxes and customs charges will apply and can be confirmed before shipment. These will be the responsibility of the importer / customer.
Where can I find full details of the main troubleshooting areas?
Both the printed and online user guide (see 'Instructions' tab) contain a detailed summary in section 10 of some of the problem areas you may occasionally encounter while using your w'air device.
Where can I find instructions for my w'air device?
Using w'air for the very first time?
When using your device for the very first time, it can take around 20-25 seconds for the water to travel from the water tank to the end of the nozzle when holding down the blue button. This is perfectly normal. If water is still not coming out, check your w’air is switched on, the power cord is connected properly and that the water tank is full and correctly attached.
IMPORTANT NOTE - when removing stains, avoid blocking the nozzle tip to ensure water and air can flow out freely.
Do I use hot or cold water?
Unlike steamers, w'air does not require heat to give great results. The w'air device and its specially formulated detergents have been designed to work with cold water. Do not use warm or hot water in your device as it may damage it and invalidate your warranty.
What's the difference between a clothes steamer and a w'air device?
Click to open this image which illustrates the differences well.
How often should I clean or descale my w'air?
We recommend that you clean the nozzle with warm water after each time you use the device. The use of descaler depends on how often you use the device and also on the water quality in your area. We suggest that you use w'air descaler approximately every few months by filling the water tank with water, gently mixing in a sachet of descaler and then holding down the blue button for around 10 minutes until the entire water tank has been used up.
What are the ingredients in the w'air detergents and pre-treatments?
As our formulations are proprietary, we cannot elaborate on the exact composition of our detergents and pre-treatments, however our labelling does state the ingredients as follows:
Everyw'air Detergent Concentrate (Lavender Breeze)
Anionic surfactants (5% or over but less than 15%), Non-ionic surfactant (Less than 5%), Perfumes, Linalool, Alpha-Isomethyl Ionone, Biocide Preservative.
Everyw'air Detergent Concentrate (Spring Sunrise)
Anionic surfactants (5% or over but less than 15%), Non-ionic surfactant (Less than 5%), Perfumes, Alpha-Isomethyl Ionone, Benzyl Salicylate, Citronellol, Biocide Preservative.
Everyw'air Detergent Concentrate (Citrus Burst)
Anionic surfactants (5% or over but less than 15%), Non-ionic surfactant (Less than 5%), Perfumes, Linalool, Alpha-Isomethyl Ionone, Linalool, Limonene, Biocide Preservative.
Prep’air Pre-treatment 1
Anionic surfactants (5% or over but less than 15%), Oxygen-based bleaching agents (Hydrogen peroxide) (5% or over but less than 15%)
Prep’air Pre-treatment 2
Anionic surfactants (15% or over but less than 30%), Cationic surfactant (less than 5%) Enzymes, Biocide Preservative, A mixture of: 5-CHLORO-2-METHYL-2H-ISOTHIAZOL-3-ONE and 2-METHYL-2H-ISOTHIAZOL-3-ONE
Citric acid, anhydrous powder
Why can't I use my own detergent in the w'air device?
Our range of pre-treatments and detergents has been specially tested and formulated to give the best possible results from your w'air. Using other products may damage the device and could invalidate your warranty.
Orders / Shipping
What forms of payment do you accept?
For Business orders of 1 - 2 units, all major credit and debit cards including Visa, Mastercard and American Express.
PayPal credit and debit.
Google Pay and Apple Pay.
For Business orders over 2 units please contcat Customer Service for invoicing information.
Where do you ship to?
w'air can ship globally.
What does shipping cost?
For orders over £15, postage and packing to the UK and Northern Ireland is free.
For orders under £15, there is a £4.95 postage and package cost that is added automatically to your order. Shipping costs for global locations can be shared prior to shipment.
Warranty / Returns
How do I register my warranty?
Please complete the warranty form including your name, email address and details of when and where you purchased your w'air.
If you require assistance please contact our Customer Services team by emailing firstname.lastname@example.org
How long is the warranty on the device?
The warranty period is 24 months from date of purchase.
w’air is designed and manufactured to the highest standards to give continual high performance. Should you encounter any problems using your w’air device we recommend that you first consult the ‘Instructions’ tab of our website where you’ll find local language user guides.
In the unlikely event that your w’air is not working properly and we are informed of the problem within the warranty period, we will repair or replace your device free of charge, providing that your product has been used in the correct and intended way.
What is NOT covered by the warranty?
In some instances the warranty shall not be valid. These include:
Damage or faults caused by misuse, neglect or careless use of the device.
The device has been used not in accordance with the user guide or not for the purpose it was intended.
The correct maintenance has not been carried out on the device when required e.g. regular use of w’air descaling crystals.
The proof-of-purchase has been altered in any way or is made illegible.
The product was purchased from an unauthorised user or dealer or purchased as faulty stock.
The device has been repaired or modified by a non-authorised person.
Accidental damage due to the unit having been dropped, for example.
Not using the correct w’air products (detergents, pre-treatments, descaler) in the device.
Damage from external sources including, but not limited to, fire, transit, abnormal voltage, animal damage and natural disasters.
What are the terms and conditions of the warranty?
The warranty period starts on the date of purchase and is valid for 24 months. Please retain your proof of purchase as part of your warranty. Whilst we will always aim to help, w’air reserves the right - in exceptional circumstances - to refuse the warranty if proof of purchase cannot be provided.
If we are unable to repair your device a replacement will be offered. w’air will replace your product with a new or refurbished product. After a repair or replacement, the warranty period will continue from the date of the original purchase.
This warranty does not affect your statutory rights.
Do you sell to wholesalers?
We are always looking for new partners to work with. Please contact us at email@example.com for further details if you are interested in working with us.
How do I set up a w'air business account?
Please contact our Customer Service department via the contact us tab and we will be in touch to help set up an account.
Do you offer trade prices?
Yes, we have a wholesale cost price list which details cost depending on number of units ordered. Please contact our Customer Service Department for more details.
Recycling / Environment
w’air is compliant with the WEEE Directive 2012/19/EU (Waste from Electrical and Electronic Equipment). This Directive makes producers responsible for the environmental impact of the products they create and distribute, especially when it comes to waste. As a result, we have a system in place that allows you to send your old w’air device back to us so that it can be disposed of correctly, refurbished or passed on to a charitable cause.
If your w’air device no longer works, simply contact our Customer Care team by emailing firstname.lastname@example.org stating your order number and date of purchase and we will arrange a collection.
Please do not throw your old w’air device into your normal rubbish bin. It’s important that all electrical products (including those marked with the ‘crossed out wheelie bin’ symbol) are disposed of in an environmentally friendly way. If you do not recycle electrical equipment, it will end up in landfill where hazardous substances can leak out and cause soil and water contamination – harming both wildlife and human health.
If you prefer to speak to one of our team
Visit our contact page and contact us via online form.
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