Shipping & Refunds

General statement about Terms and conditionsΒ 

The websiteΒ is a site operated by Exlair (NZ) Limited – trading as Ash Air with legal address 19f Triton Drive, Rosedale, Auckland 0632. We are located in New Zealand and ship orders domestically within New Zealand.Β 

These Shipping and refund policy together with ourΒ Terms and ConditionsΒ will apply to any contract between Ash Air for the sale or supply of any merchandise, goods or other products to you.

By ordering any Products from us, you agree to be bound by our Terms and Conditions as amended from time to time.

Please read these policy and Terms and Conditions carefully and make sure that you understand them before you order any Products, as they will apply to your order. If you refuse to accept our terms, you will not be able to order any Products from us.


We provide two standard delivery options. Small items (less than 20 kg and less than 0.01 m3) can be collected at our branch or delivered to your door. Larger item can only be collected at selected Ash Air branch. You can choose method of delivery and branch at check out page. On the same page you will be able to see estimated delivery times.

We will endeavor to dispatch your order within the time frame specified in relation to a particular product. If we are unable to dispatch your order within the time frame specified we will endeavor to contact you and advise you of the expected dispatch date.

You may cancel a Contract affected by an Event Outside Our Control which has continued for more than 30 days. To cancel please contact us. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.

Delivery of an Order will be deemed to be completed when we deliver the products to the address you gave us or when we hand it over to you from a branch and the products will be your responsibility from that time.

Prior to acknowledging delivery to the carrier you must ensure that the complete consignment as per the carrier's note has been received. If there is a shortage or visible damage to outer packaging the carrier's note must be endorsed accordingly.

Within 7 days of receipt of consignment you must ensure that all goods received are in good order and condition. No damage claims will be considered after 7 days of receipt of goods. While no liability for goods damaged or lost in transit will be accepted by us details of any claim should be advised to us.


Returns Policy

If you need to return an item, please read this page and then contact customer service on 0800 274 274.Β 

To ensure you are satisfied with the order we will do quality control of vast majority of item before shipment, but understandably from time-to-time things go wrong and you may need to arrange a return.

An item arrived faulty or didn't work as intended

Please arrange with Ash Air customer service to return the item for testing. If we confirm that the item was damaged before leaving our warehouse, your item will be repaired or replaced free of charge. A refund may also be offered in some circumstances.

This is applicable for items delivered to your address. If you collected item from our branch, you can check it before accepting and in case of failure, standard warranty conditions will apply.

An item was damaged in transit

If your item was damaged between leaving our warehouse and arriving at your delivery address, you will receive a full refund or replacement. Please note that for your claim to be accept you must retain the original packaging for your item(s), and the original packaging material used to deliver your order e.g. the courier satchel or delivery box.

You changed your mind and no longer want the item you ordered

Change of mind returns can be processed as long as the item is unopened, and returned within 14 days of delivery. The shipping for the return will also be at the cost of the buyer. Once we have the item in hand we will check the item and if everything OK you will receive an account credit to spend with Ash Air.

The item I received is not the item I ordered

Provided the item is unopened we'll replace the item or provide a full refund. To receive your replacement or refund you must return the original item to Ash Air.

I've had my item for a while, but it no longer works as described

We will repair or offer replacement of faulty items according to our standard warranty conditions.

Ash Air is fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us.