Returns, Warranty & Assessment Policy

Last updated: 17 May 2026

This policy explains how returns, warranty claims, and product assessments work at HB21 Limited ("HB21", "we", "us", "our"). It sits alongside your rights under the Consumer Guarantees Act 1993 ("CGA") and the Fair Trading Act 1986. Nothing in this policy is intended to limit or exclude your rights under those Acts when you purchase as a consumer.

1. Change of mind returns

If you simply change your mind about a product, you may request a return within 14 days of receiving your order. To be eligible:

• The item must be unused, unopened, and in its original packaging.
• You must contact us at sales@hb21.co.nz before sending anything back.
• Items returned to us without prior approval will not be accepted.

For change of mind returns, the customer is responsible for return shipping costs, and original shipping charges may not be refunded.

2. Faulty, damaged, or incorrect items

Please inspect your order on arrival and contact us as soon as possible if an item is defective, damaged in transit, or not what you ordered.

If a product is faulty or does not match its description, your rights under the CGA apply. Where we are responsible for the fault, HB21 will cover reasonable return shipping costs and arrange repair, replacement, or refund as appropriate.

If a fault is discovered within 14 days of receiving the item (DOA - Defective on Arrival), please contact us at sales@hb21.co.nz straight away so we can resolve it quickly.

3. Warranty

Most products we sell come with a manufacturer's warranty. The warranty period and terms depend on the brand and model and are shown on each product page.

If a product develops a fault during the warranty period, contact us at sales@hb21.co.nz or 022 302 3072 with your order number, a description of the issue, and photos or video where possible. We will work with you and the manufacturer to assess the claim and arrange repair, replacement, or refund where appropriate.

4. Assessment process

When a product is returned for warranty or fault assessment:

• We may need to inspect the item, or send it to the manufacturer or an authorised service agent, before confirming the outcome.
• Assessment can take time, especially for items shipped overseas for evaluation. We will keep you informed of progress.
• If the item is found not to be faulty, or the issue is caused by misuse, accidental damage, unauthorised modification, or normal wear and tear, the claim may be declined and you may be responsible for return shipping and any assessment costs.

5. Refunds

Once a return or claim is approved, we will refund to your original payment method. Please allow a few business days for the refund to appear, depending on your bank or card provider.

Shipping costs are handled as follows:

• Change of mind: the customer pays return shipping; original shipping is generally not refunded.
• Faulty or incorrect items: HB21 covers reasonable shipping costs in line with your CGA rights.

6. Sale and clearance items

Sale, clearance, ex-display, and gift card items may not be eligible for change of mind returns. Your statutory rights under the CGA and Fair Trading Act 1986 still apply where the item is faulty or not as described.

7. Uncollected or abandoned items

If an item is sent in for assessment, repair, or return and is not collected, or instructions for its return are not provided, within 90 days of us notifying you that it is ready, we may treat the item as abandoned and dispose of it in line with applicable law. Any costs of storage or disposal may be deducted from amounts otherwise owing.

8. Business purchases

If you are purchasing for business purposes (as defined in section 2 and 43 of the Consumer Guarantees Act 1993), you agree that the Consumer Guarantees Act 1993 does not apply to the maximum extent permitted by law. In that case, returns and warranty are handled under our standard Terms & Conditions and the manufacturer's warranty only.

9. How to start a return or claim

Email sales@hb21.co.nz or call 022 302 3072 with:

• Your order number
• The product name
• A clear description of the issue and any photos or video

We will respond with next steps, including where to send the item if a return is required.

10. Contact

HB21 Limited
Email: sales@hb21.co.nz
Phone: 022 302 3072