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Returns & Warranty Policy

Returns & Warranty Policy
Returns & Warranty Online Form

At Airflow Engineering (SI) Ltd – The HVAC Shop - The LASERCUT Shop, we want shopping with us to be straightforward and stress-free.

This policy explains how returns, refunds, repairs, and warranties work, and outlines your rights under New Zealand Consumer Law. We recommend reading it before making a purchase.

Please inspect all goods as soon as they are delivered or collected to ensure they are of acceptable quality and match the description provided.

When This Policy Applies

This Returns and Warranty Policy applies to all purchases made from Airflow Engineering, including:

  • In-store purchases

  • Online purchases

Change of Mind Returns

If you change your mind, you may return your item within 30 days of purchase, provided it is in original condition and you have proof of purchase.

If these conditions are met, we may offer a refund or exchange in line with this policy.

What “original condition” means

  • All original packaging, labels, and instructions are included and in good condition

  • The product has not been used

  • The item can be resold at full price

How to Return an Item

Online purchases can be returned:

  • In store

  • By post

  • By courier

Proof of Purchase Required

All returns, warranty, or repair requests must include one of the following:

  • Original invoice

  • Online Order ID

Items Not Eligible for Change of Mind Returns

The following items can only be returned if they are faulty or not as described:

  • Items purchased more than 30 days ago

  • Items that have been opened or unsealed (except where necessary to inspect them)

  • Items without original packaging or labels

  • Items or packaging in poor condition

  • Products made or cut to your specifications

  • Personalised products

Special order items

Items ordered specifically for you that are not normally stocked are not eligible for a refund, exchange, or store credit unless they have a manufacturer defect.

Returns outside this policy, or without proof of purchase, cannot be accepted. Please keep your invoice or order confirmation.

Refunds

Approved refunds will be processed within 14 days of receiving the returned item and will be made to your bank account.

Warranty Policy

Manufacturer Warranty

All goods supplied by Airflow Engineering are covered by a manufacturer’s warranty.

Our team will assist with warranty claims, which may include:

  • Inspecting the product

  • Sending it for assessment or repair

  • Providing a replacement where appropriate

Goods must be returned within the manufacturer’s warranty period.

Repairs will be completed within a reasonable timeframe. Any estimated repair times are indicative only and may change due to factors outside our control, such as parts availability or incorrect fault descriptions.

Possible costs

You may be required to pay labour, assessment, or freight costs if:

  • The item has been damaged through misuse or accident

  • The issue is not covered by the manufacturer’s warranty or New Zealand Consumer Law

Indicative costs may be provided but can vary due to factors beyond our control.

How to Make a Warranty Claim

To help us resolve your claim quickly, please include:

  • Full name, mobile number, and email address

  • Proof of Purchase Required

  • Clear photos showing the fault

  • Reason for the return

  • Instructions on how you would like the issue resolved

Proof of Purchase (Warranty Claims)

Warranty or repair requests must be accompanied by:

  • Original invoice, or

  • Online Order ID

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 Engineering will not provide a refund, exchange, repair or pay for shipping. Airflow Engineering will require satisfactory proof of purchase before providing a remedy under the New Zealand Consumer Law.

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.

Incorrect Items Supplied

If you receive incorrect items, please contact our store or Customer Service Team on 03 365 6278 within 24 hours of delivery.

We will arrange the return of the incorrect item(s) and send the correct item(s). Items must be returned in their original condition with all packaging and packing slips.

Goods Damaged in Transit

If goods arrive damaged, please contact our store or Customer Service Team on 03 365 6278 within 24 hours of delivery.

We will arrange for the item to be returned and either repaired, replaced, or refunded at our discretion. Items must be returned in the condition received, with all original packaging and packing slips.

This policy does not exclude or limit any rights you may have under the Consumer Guarantees Act 1993, and may not outline all rights available to you.