Support

We hope that you found all of the information that you require within our website but we're aware that some questions will always need to be answered. If you can't find the answer to your question below, please feel free to contact us on 01782 349430 or email us on sales@axair-fans.co.uk


Ordering

How do I place an order?
To place an order select the items you require and add to the shopping basket which will show on the top right. When you are ready to complete your purchase proceed to checkout. Payment can be made using a major Credit or Debit card provider, or should you have a credit account with us, via our online credit portal. An order confirmation will be emailed to you upon successful payment.
Do I need to register before I can place an order?
You do not need to register before placing an order, you may checkout as a guest and still complete your purchase. However, by creating an account you will have access to previous orders, track your order, additional offers and news from Axair Fans.
Can I collect my order?

We offer a next working day delivery service if orders are placed by 2pm (for UK customers only) but if you are local you can collect from our warehouse before 5pm.

What is the expected lead time?
If orders are placed by 2pm they will be delivered the next working day if the product is held in stock  (for UK customers). On weekends, the order will be processed the first working day back. Items that are not available from stock can be backordered. Lead times can vary therefore we do endeavour to provide an updated lead time in the product listing. For accurate lead times on out of stock items check with our sales team on sales@axair-fans.co.uk. 
Can I place a bulk order for a business?
Bulk orders can be purchased via the website, if a discount applies, this will be noted on the product page and calculated prior to checkout. Back orders can be placed for items which are currently out of stock. This will be communicated on each individual product. 
Are prices inclusive of VAT?
All prices are exclusive of VAT. This will be added at the checkout and shown before the payment page.
The promotion code I have does not work, what do I do?
Should you have a valid coupon or promotional code that does not work, please contact us on sales@axair-fans.co.uk and we will rectify the problem.
The item I require is out of stock, how do I know when it is available again?
The majority of items that are on our website are in stock and available for next working day delivery. If an item is not stocked, you are able to create a back order. Lead times are noted as variable given the economy and logistical delays due to Brexit, but should you require an accurate lead time please contact us on 01782 349430 or email sales@axair-fans.co.uk and we will advise when the item will be available. 

Payment

What payment methods are accepted?
We accept all major credit and debit cards. All payments are processed securely through PayPal. If you do not wish to use a credit or debit card, you can choose to pay via a PayPal account or we offer a bank transfer (BACS) payment option at the checkout. Our bank details are available at the checkout once the bank transfer payment option is selected.
Does the shopping cart auto calculate shipping costs?
Yes, if multiple purchases are made, shipping is auto calculated based on the weight of the overall order. This is added on before the order is confirmed. 
What warranty is offered on Axair Online products?
All parts and accessories come with a one year warranty from date of purchase, against faults and damage. Please refer to our terms and conditions for full details.
Can I get a VAT receipt?
An order confirmation will be sent following purchase to the stated email address. This will show the amount of VAT applicable. For customers who have created an account, invoices can be printed from the account admin area. 
Do you offer trade discounts?
Axair online is a trading business to business website therefore all prices shown are trade prices.
My card has been declined, what can I do?
If a card has been declined the order will not be processed, please check that you have not received an order confirmation in this instance. We suggest waiting a short period before trying again and in the event that it is not accepted please contact us to arrange an alternative method of payment.
My order has failed but I think I’ve been charged, what do I do?
Please check that you have not received an order confirmation in this instance. An order confirmation will signify that the order has been processed. If you notice that payment has been taken but you have received no order confirmation please contact us.

Account Infomation

Why should I create an account?
You do not need to register before placing an order, you may checkout as a guest and still complete your purchase. However, by creating an account you will have access to previous orders, track your order, additional offers and news from Axair Fans.
I’ve forgotten my account username or password, What do I do?
If you have forgotten your password please submit a password reset request using the button next to the login. If an associated account is linked to your email address, a password reset will be sent direct. 
How do you use my details submitted on my account?
All details submitted are used according to our Privacy Policy, we will never pass on your details to any third parties. Axair are commited to remaining compliant with GDPR 2018 and will never share or process data without your consent.
I need to return an item, what should I do?
Should you need to return an item please contact us on sales@axair-fans.co.uk or call 01782 349 430 and we will discuss your requirement.
How long will a refund take?

Once the product has been returned and checked for manufacturer faults in line with our terms and conditions, refunds should take approximately 48 hours to be credited back into your account.


Delivery

I haven’t received my order, what should I do?
If you have not received your order with 5 working days please contact us on 01782 349 430 or email sales@axair-fans.co.uk. Axair Online offer a track my order service to enable you to see the status of your order.
My order has arrived but it’s incorrect, what do I do?
In the unlikely event that an incorrect order has been shipped to you, please contact us directly on 01782 349 430 or email sales@axair-fans.co.uk
Which Countries Do You Not Ship To?
Due to insurance we cannot ship to the following Countries:
Afghanistan
Angola
Armenia
Azerbaijan
Belarus
Botswana
Burundi
Cambodia
Cameroon
Canada
Central African Republic
Chad
Comoros
Congo - Brazzaville
Congo - Kinshasa
Cuba
Djibouti
Eritrea
Ethiopia
Gabon
Georgia
Greece
Guinea
Guinea- Bissau
Iran
Iraq
Kazakhstan
Kenya
Laos
Lebanon
Lesotho
Madagascar
Malawi
Mauritius
Mayotte
Mexico
Moldova
Mozambique
Myanmar
Namibia
North Korea
Reunion
Russia
Rwanda
Sao Tome & Principe
Seychelles
Somalia
South Africa
Sudan
Syria
Tajikstan
Tanzania
Turkmenistan
Uganda
Ukraine
United States (Any Area)
Uzbekistan
Western Sahara
Yemen
Zambia
Zimbabwe

Additional Shipping fees will be applicable for orders outside of the UK. These will be noted at checkout. 


Support

I have a question about my product, where can I find the information?
Our knowledge Zone is full of informative videos, illustrations and articles around our products. In addition all datasheets can be found in the Downloads section of our website. Should you need further technical information, our product engineers are on hand to help. Please contact Simon on 01782 349 430.
I need a datasheet for the product I have purchased, where can I find this?
All datasheets can be found below each product listing and also within the Downloads section of our website.
Where can I find a copy of your terms and conditions?
A copy of our full trading terms and conditions can be found within the Downloads section of the website.

Technical & Product Information

Are Fandis Products both CE & UKCA marked?

Each Fandis product has its certificate of conformance listed in the downloads section of the product listing. For EU countries the CE mark is visible on the product. For UK customers it is now mandatory to use the UKCA marking in most cases. This will be noted on the product itself or in supporting documentation available in request. From January 2023 this will be fixed onto the product. The CE or UKCA mark is there to demonstrate that a component meets a regulated standard of performance. All Fandis and Axair products adhere to their relevant Directives and Standards to ensure all products are certified for safe use. 

Can I buy a filter unit without a fan?

Yes, filter exhausts are available as seperate items. If an individual frame fan is required you can visit our sister website www.axair-fans.co.uk or contact our team on 01782 349430 as these are not available on Axaironline.

What bearings are used within your filter units?
Our fan filter units are manufactured using ball bearings. Ball bearings offer a higher life expectancy of the product, and operate at higher temperatures than sleeve bearings. For more information, visit our Knowledge Zone.
What is the difference between Standard and Reverse airflow?
Standard and reverse airflow relates to the direction of the flow of air through the fan filter. Standard airflow draws in air through the front of the filter unit into the enclosure or cabinet. Reverse airflow extracts air from the back of the filter outside the enclosure.
On what occasion would I use a roof fan?
Where a cabinet or enclosure does not have the space to include multiple filters on the side walls or air needs to be ejected through the top of the cabinet then a roof unit can be used. Roof fans use centrifugal fans which are designed to operate under higher pressure. These will handle dirty filters and highly density-packed enclosures.
What do your product codes mean?

Each product code can be broken down easily to enable you to identify the product type. Please refer to our Knowledge Zone for more information.

What type of filter media is provided?
A G3 filter media is supplied with all fan filter units and on replacement media. This is a thicker composition which enables more effective filtering of dust and liquid ingress giving the fan filter units an IP rating of IP54. Some manufacturers use a lower grade G2 filter media giving the unit a lower level of dust retention and liquid ingress protection.
How many times can I wash the filter media before it needs replacing?

The media can be maintained by washing, blow drying and lightly beating. Dependent on the environment this can be done up to ten times before the media needs replacing.

What is the difference between a normally open and normally closed thermostat?

A Normally Closed (NC) red thermostat has closed contacts when the temperature is below the set value and opens with rising temperatures. A NC thermostat can be used alongside a heater or for switching alarm signal devices when the temperature drops below a certain value.

A Normally Open (NO) blue thermostat has open contacts when the temperature is below a set value and closes with rising temperatures. A NO thermostat can be used when using a fan to remove heat or for a temperature alarm when heat rises above a certain value.

How do heaters work and do I need one?

Heaters are used where damage from condensation must be prevented, or where the temperature must not fall below a minimum value. A drop in temperature can lead to a serious malfunction or to component failure. Convection heaters protect against low temperatures preventing the formation of condensation.

Heaters work using Self-regulating Positive Temperature Coefficient (PTC) thermistors. So as the temperature rises the resistance increases and less power is used. The reverse is true when the temperature drops.

What is a door switch and do I need one?
Door switches are used to switch the light on when opening the cabinet door, or power off the enclosure when the door opens. The same reference is used weather you require Normally-Open or Normally-Closed.
Are all the products listed ERP compliant?
All products listed on Axair Online are compliant to the ErP Directive.
I need a datasheet for my product, where can I download this?

All datasheets are listed below the specific product but can also be found in our downloads section.