Returns and Refunds Policy

Last updated: April 2025

This returns and refunds policy (the “Returns and Refunds Policy”) only applies to purchases made online from www.hrv.co.nz, a website owned and operated by Cristal Air International Limited, trading as “HRV” (“HRV” or “we”).

Purchase made through our in-person sales team are subject to HRV’s Terms and Conditions of Sale that were provided to you at the time of the sale.

Your rights set out in the Returns and Refunds Policy are in addition to, and do not limit, any rights and remedies that you may have under the Consumer Guarantees Act 1993 (to the extent that it applies to you).

Eligibility

All online purchases of new goods are eligible for return and a refund for a change of mind within 30 days of delivery. The goods must be unused, in original condition and in original packaging for a return to be accepted. If more than 30 days have passed since the delivery of your purchase then, unfortunately, we do not offer a refund or exchange.

Additionally, where goods are defective, damaged, or function significantly differently from the description on our website then they can be repaired, replaced or refunded in accordance with, and to the extent indicated in, the Consumer Guarantees Act 1993 (to the extent that it applies to you) and / or any HRV product warranty published on our website that applies to the goods that you have purchased.

Process

To request a return or refund, please contact our customer service team via email at service@hrv.co.nz or phone 0800 478 123.

Please provide us with your order number and the reason for the return and refund request. You may be required to provide additional information or evidence to support your claim. Please also indicate whether, if your request is accepted, you would like to receive a refund or a credit with HRV.

Returns and Return Costs

Where your goods are defective, damaged, or significantly different from the description on our website then we will arrange (and pay) for the return of your goods to us.

We will also arrange for the return of your goods to us if you change your mind. However, if you are returning goods because of a change of mind then you will be responsible for the cost of return delivery. The cost of return delivery will be deducted from the amount of the refund or credit issued to you.

Refund Processing

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed by HRV, within 15 business days. Refunds will be issued to the original payment method used during the purchase or as credit with HRV, depending on your preference. Please note that it may take additional time for the refund to appear on your statement, depending on your financial institution.

If rejected, then your order will be returned to you, and you will not receive a refund or credit.

Exchanges

Unfortunately, we do not offer exchanges of products purchased online. If you would like a different product then please return your original order for a refund and place another order on our website.