Returns Policy

BelAire Designer Fencing supplies fencing systems, panels, gates, hardware and related products for residential, commercial, architectural and pool safety projects across New Zealand.

This Returns Policy explains how returns are handled, including faulty products, damaged deliveries, incorrect items, custom orders and change-of-mind requests.

Your rights under New Zealand law

Nothing in this Returns Policy limits your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer law.

If a product or service does not meet the required consumer guarantees, you may be entitled to a repair, replacement, refund or another suitable remedy. The available remedy will depend on the issue and the circumstances.

Faulty or damaged products

If you believe a product is faulty, damaged or not as described, please contact BelAire as soon as possible.

Please provide:

Your name and contact details
Order number or invoice number, if available
A clear description of the issue
Photos showing the fault, damage or incorrect item
Delivery details, if the issue relates to freight damage

Once we have reviewed the information, we will let you know the next step. This may include repair, replacement, refund, collection, inspection or another suitable solution.

Damaged deliveries

Please inspect your order as soon as it arrives.

If your order has been damaged during delivery, please contact us as soon as possible and include photos of the packaging, product and delivery label where possible.

Do not install damaged products unless BelAire has confirmed the product is suitable for use. Installing a damaged product may make it harder to assess the issue.

Incorrect items

If you receive an incorrect item, please contact us with your order details and photos of the product received.

If the error is confirmed, BelAire will arrange the next step, which may include replacement, collection or another suitable solution.

Custom-made and made-to-order products

Many BelAire products may be custom-made, made to order, cut to size, powder coated, fabricated or supplied for a specific project.

Custom-made or made-to-order products cannot usually be returned for change of mind once production, cutting, coating, fabrication or supply has started, unless the product is faulty or does not meet applicable consumer guarantees.

Please check all order details carefully before confirming your order, including measurements, colours, quantities, product type and site requirements.

Change-of-mind returns

BelAire is not required to provide a refund or exchange if you simply change your mind, choose the wrong product, order the wrong quantity, select the wrong colour or no longer require the product.

However, if the item is a standard stock item and has not been used, installed, damaged, modified or specially ordered, you can contact us to ask whether a return may be possible.

Any approved change-of-mind return must be confirmed by BelAire before the item is sent back.

Return condition

Where a return is approved, products must be returned in unused, uninstalled and resaleable condition, with original packaging where possible.

BelAire may decline a return if the product has been:

Installed or partly installed
Used, damaged or modified
Scratched, marked or handled incorrectly
Custom-made, cut, coated or fabricated for a specific order
Returned without prior approval
Returned outside the agreed timeframe

Return freight

Unless the return relates to a confirmed fault, damage, incorrect item or another issue BelAire is responsible for, return freight costs are usually the customer’s responsibility.

BelAire may provide return instructions before any product is sent back.

Refunds

Where a refund is approved, the refund will usually be processed back to the original payment method.

Refunds will only be processed once the return has been approved and, where required, the product has been received and checked by BelAire.

How to request a return

To request a return, please contact BelAire with your order details and a clear explanation of the issue.

Phone: 0800 235 2473
General Enquiry: /general-inquiry
Address: 2 Waitane Place, Onekawa, Napier 4110, New Zealand

Please do not send products back without contacting us first.

Need help with a return?

If you have received a damaged, faulty or incorrect product, contact BelAire with your order details and photos so we can review the issue and advise the next step.

Contact BelAire