Returns & Warranty

Refund, Return and Warranty Policy

At Airflow - The HVAC Shop we want our customers to be completely satisfied with their purchase.

We therefore recommend you read this Refund, Return and Warranty Policy prior to you making a purchase from Airflow - The HVAC Shop, so you are familiar with our policy on refunds, returns and warranty and your rights under the New Zealand Consumer Law.

We also recommend you immediately inspect any goods that we deliver to you or that you collect from the Airflow - The HVAC Shop store, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

About our Refund, Return & Warranty Policy

This is the Refund, Repair and Return Policy of Airflow - The HVAC Shop, and applies where you make a purchase from the Airflow - The HVAC Shop store and our online store website.

Consumer Guarantees Act 1993

Goods or services purchased from this site for personal use are covered by the New Zealand Consumer Guarantees Act 1993 and may be returned, if they are considered faulty, for repair, replacement or refund of purchase price within a reasonable period of time as defined by Act.

When you purchase goods or services from this site for business purposes then the guarantees and rights expressed or implied in the Consumer Guarantees Act 1993 in your favour do not apply to those goods or services.

Fair Trading Act 1986

The Fair Trading Act is designed to protect the customer from being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.

Change of Mind

Please choose carefully as refunds are not provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. While online, we recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.

Fan Purchases and Change of Mind

Please do your research beforehand and choose carefully. If you are purchasing a fan online or over the phone, please review the specifications of the fan and ensure it is adequate for your requirements before purchase. If you have made a fan purchase and have a "Change of Mind" or made an incorrect selection, under New Zealand Consumer Law, we do not have an obligation to provide a refund. We may offer you an exchange, store credit to the value of your purchase or charge you a 10% cancellation fee to cover our freight, ordering, building and stocking fee. Note: This "Change of Mind" will not be possible if we have ordered the fan in store especially for you. 


We will offer you an exchange of product or store credit, if your product is an item we normally stock in store and if you return the product in it's original condition with original undamaged packaging within 7 days of purchase.  Proof of purchase must be supplied. The consumer will pay for all postage (return and exchange) for online/phone purchases.

For items that are a special order from a supplier (we normally do not stock in store) and is ordered especially for you, we are unable to provide an exchange or store credit unless the item has a manufacturer defect. 

Speed Controllers

Speed Controllers can often be wired incorrectly, we are unable to accept exchange or change of mind for these items except for a manufacturer defect. 
Please take photos of the how the speed controller is wired before you bring it in for checking.

Consumer Guarantee

If you believe an item is faulty, you may have rights to a remedy under the New Zealand Consumer Law. However the New Zealand Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, we may choose to refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.

Where an item is damaged through misuse, by accident or abnormal use, Airflow - The HVAC Shop will not provide a refund, exchange, repair or pay for shipping. Airflow - The HVAC Shop will require satisfactory proof of purchase before providing a remedy under the New Zealand Consumer Law.


All goods supplied by Airflow - The HVAC Shop are covered by a manufacturer's warranty. A staff member will assist you with any return or repair. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement. Goods must be returned within the manufacturer's warranty period.

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer's reasonable control, such as part availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the New Zealand Consumer Law or any manufacturer's warranty do not apply. We may provide you with an indicative fee, this fee may vary due to reasons beyond our control.

Proof of purchase

Warranty or repair requests must be accompanied by one of the following proof of purchase documents:

  • Original register receipt, an electronic or photograph will be accepted
  • Online Tax Invoice (order confirmations will not be accepted)

Incorrect goods shipped

If the incorrect goods are shipped, please contact our store or the Customer Service Team on 03 365 6278 within 24 hours of delivery. We will arrange to have the incorrect item/s returned to the store and the correct item/s shipped to you. The incorrect item/s must be returned to the supplying store in the condition received by you with all original packaging, together with all packing slips.

Goods damaged in transit

If any goods arrive damaged, please contact our store or the Customer Service Team on 03 365 6278 within 24 hours of delivery. We will arrange to have the damaged item returned to the store and either repair or replace the goods or refund the price to you, at our election. Damaged goods must be returned to the store in the condition received by you with all original packaging, together with all packing slips. 

Please note that a signature is required for all deliveries. The goods become the recipient’s property and responsibility once they have been signed for at the time of delivery. PLEASE CHECK your package carefully for any signs of damage, IF goods are damaged in transit - DO NOT sign for them. Once you have signed for goods, the couriers will not honor any claims. If you sign for damaged goods we cannot take any responsibility for goods damaged in transit.

Making a warranty claim

When returning your product, please make sure you provide the following details: 

  • your full name, mobile & email address
  • copy of your receipt
  • photos of the fault or warranty claim
  • reason why you are returning the product
  • your instructions informing us how you would like the issue resolved

This will ensure the issue is resolved as quickly as possible.

This returns policy is not intended to exclude or limit any rights which you may have as a consumer under the Consumer Guarantees Act 1993and may not necessarily describe all rights you may have.