Refund policy

Effective as of 26th of March, 2026

Returns, refunds and issue resolution

At Snap Air, we want you to feel confident buying from us. If something isn’t right, please get in touch and we’ll work with you to sort it out fairly and as quickly as we can.

You can contact us at hello@snapair.co.nz

Nothing in this policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.

Please contact us first

If you have an issue with your order or product, please contact us as soon as reasonably possible before sending anything back.

When you contact us, please include:

your order number or proof of purchase
a description of the issue
photos or video if relevant

In many cases, we may be able to help without needing the product returned straight away. Depending on the issue, we may ask for photos, video, or for you to carry out reasonable troubleshooting steps so we can assess the problem and decide on the most appropriate next step. We may also consult with the manufacturer or distributor where needed to help assess the issue, confirm troubleshooting steps, or determine the appropriate remedy.

Please do not arrange repairs through a third party or send goods back without contacting us first, unless we agree otherwise.

Performance expectations

Our air purifiers are designed to reduce airborne particles, but real-world results will vary depending on the room, pollutant source, airflow, placement, filter condition, and how the product is used.

Air purifiers are not medical devices. Because every space and situation is different, we cannot guarantee that an air purifier will resolve asthma, allergies, odours, or other health-related symptoms. Not seeing the level of improvement you hoped for does not by itself mean the product is faulty.

This does not affect any rights you may have under the Consumer Guarantees Act 1993 or any other applicable New Zealand law.

If your item is faulty, damaged, wrong, or not as described

If your product is faulty, damaged in transit, not fit for purpose, or not as described, please contact us as soon as reasonably possible after you notice the issue.

Where the Consumer Guarantees Act applies, we will meet our obligations under New Zealand law. Depending on the nature of the issue, that may include a repair, replacement, refund, or other appropriate remedy.

If the problem is minor and can be fixed within a reasonable time, we may choose to:

repair the product
replace it with the same or an equivalent product, or
refund you

If the problem is serious, or cannot be remedied within a reasonable time, you may be entitled to reject the goods and choose either:

a replacement, or
a full refund

Assessment and inspection

Before confirming whether a product is faulty and what remedy applies, we may need to assess the issue. This may include:

asking for a description of the problem
requesting photos or video
asking you to carry out reasonable troubleshooting steps
confirming how the product has been set up and used

In some cases, we may be able to confirm the issue remotely. In other cases, the product may need to be returned to us for inspection, testing, repair, replacement, or refund processing.

If a returned product is found not to be faulty, or the issue is caused by misuse, accidental damage, unauthorised repair, failure to follow instructions, normal wear and tear, or something outside our control, we may decline the claim and, where permitted by law, ask you to pay the reasonable cost of return freight or redelivery.

Return shipping and collection for faulty items

If the fault is confirmed, we will pay for and arrange the return shipping or collection. If we organise return shipping or collection, you agree to:

follow any packaging instructions we provide
package the product safely for transport
make sure the product is available for collection promptly at the agreed address and time window
make sure the courier can safely access the collection point
let us know promptly if any collection details change

If extra costs are caused by missed collection, incorrect details, unsafe packaging, or the product not being made available as agreed, we may ask you to cover those additional costs to the extent permitted by law.

Original packaging

Change of mind

For change-of-mind returns, the product must be unopened and in its original packaging.

Faulty items

For faulty items, original packaging is not required. Please just package the product safely for return transit, or follow any packing instructions we provide.

Replacement items and ownership of returned goods

If we replace a product or provide a refund and ask for the original product back, the returned product becomes property of Snap Air Ltd once the replacement or refund is provided. This includes faulty, damaged, incorrect, or exchanged products that are returned to us as part of a resolved claim.

Change of mind

We are not required by law to provide a refund or exchange if you change your mind, but we offer a 14-day change-of-mind return policy as a goodwill gesture.

To be eligible for a change-of-mind return:

you must contact us within 14 days of receiving the product
the product must be unopened and in its original packaging
you must provide proof of purchase

Approved change-of-mind returns are at your cost for return shipping. If approved, we will refund the purchase price to your original payment method, less return shipping costs (if organised through us).

Because of the nature of our products, we generally cannot accept change-of-mind returns for:

opened or used air purifiers
opened filters or other consumables
products that have been installed, assembled, paired, calibrated, or used
items that are not in resalable condition
special-order or non-stock items, unless required by law

That said, we may, at our discretion, make a one-off exception where we consider it fair and reasonable to do so.

Exchanges

If you would like to exchange a product, please contact us first.

If an exchange is requested because of a fault, wrong item supplied, or another issue for which we are responsible, we will work with you on the most appropriate remedy.

If an exchange involves a different product, any price difference may apply.

If we replace a faulty product, and the original product is returned to us, the returned product becomes our property once the replacement has been provided.

Sale items

Items purchased on sale, promotion, or clearance are still covered by the Consumer Guarantees Act.

Our change-of-mind policy may still apply to sale items unless we clearly state otherwise before purchase. Any rights you have under the Consumer Guarantees Act are unaffected.

Items damaged in transit or supplied incorrectly

Please inspect your order when it arrives. If your order is damaged in transit, incomplete, or the wrong item has been supplied, contact us as soon as reasonably possible at hello@snapair.co.nz with photos if available.

We will work with you to put things right as quickly as we can.

Refund timing

Once a return or claim is approved, we will process any refund without undue delay.

After we process the refund, please allow up to 10 business days for your bank or payment provider to complete it.

If you have not received your refund after 10 business days from the date we confirmed it was processed, please contact us at hello@snapair.co.nz

Business purchases

If you are purchasing goods for business use, the Consumer Guarantees Act may not apply where this is permitted by law and agreed in writing. If that applies to your purchase, any agreed business terms will govern instead.

Questions or concerns

We aim to be fair, practical, and transparent. If you have any questions before or after purchase, please get in touch at hello@snapair.co.nz and we’ll do our best to help.

Previous Return and Refund policy (March 25, 2026 orders and prior)

Change of mind
We want you to be fully satisfied with your purchase. While the Consumer Guarantees Act (1993) does not legally require us to provide a refund or exchange if you change your mind, as a goodwill gesture, we offer a 14-day change of mind return policy. This means you have 14 days after receiving your item to request a return. Please note, in this case, return shipping will be at your own cost.
To be eligible for a return, your item must be in the same condition that you received it, unopened and in its original packaging. You’ll also need to provide us with the proof of purchase.
To start a return, you can contact us at returns@snapair.co.nz
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
In line with the Consumer Guarantees Act (1993), we will provide a replacement, repair, or refund if the product is faulty, not fit for purpose, or not as described. This applies even if the issue arises after the 14-day change of mind period. In such cases, we will also cover the shipping cost of the return.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.
To initiate this process, please contact us at returns@snapair.co.nz
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method without undue delay and within 10 business days at the latest. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you haven’t received your refund after 15 business days from the date we notified you of the refund approval, please contact us at returns@snapair.co.nz
Sale items
Our standard refund policy applies to items bought on sale. If the product is faulty, not fit for purpose, or not as described, under the Consumer Guarantees Act (1993), you have the right to a replacement, repair, or refund, even if the item was on sale.
Compliance with NZ Law
We assure our customers that our practices are compliant with the New Zealand Consumer Guarantees Act (1993) and the Fair Trading Act (1986). We are committed to treating our customers fairly and ensuring that they are not misled about their consumer rights or our products and services.