Terms of service

 

Last updated: 17 May 2026

This website is operated by HB21 Limited. Throughout the site, the terms “we”, “us”, and “our” refer to HB21 Limited.

By visiting our website or purchasing from us, you agree to these Terms & Conditions, together with any policies linked on our website, including our Shipping Policy, Returns, Warranty & Assessment Policy, Privacy Policy, and Legal Notice & Product Disclaimer.

Business details

Business name: HB21 Limited
Website: https://hb21.co.nz
Email: sales@hb21.co.nz
Phone: 022 302 3072
Country: New Zealand

Online store

Our store is hosted by Shopify. Shopify provides the e-commerce platform that allows us to sell products and services online.

You agree not to use our website, products, services, or content for any unlawful purpose.

Product information

We make reasonable efforts to keep product information, pricing, availability, specifications, images, and descriptions accurate and up to date.

However, product information may change without notice due to manufacturer updates, supplier changes, batch changes, firmware changes, market-version differences, or errors.

Product images, videos, diagrams, charts, descriptions, runtime estimates, solar estimates, compatibility notes, and setup examples are provided for general information only.

If a specific feature, plug, port, cable, accessory, compatibility requirement, or technical specification is essential for your setup, please contact us before purchasing.

Product suitability

Customers are responsible for checking that a product is suitable for their intended use before purchase.

This includes checking, where relevant:

  • Battery capacity
  • Inverter output
  • Appliance startup surge
  • Solar input limits
  • Cable and connector compatibility
  • Vehicle alternator capacity
  • Charging compatibility
  • Firmware and app requirements
  • Installation requirements
  • Space and mounting requirements
  • Manufacturer instructions and warnings

Any advice provided by HB21 Limited is based on the information supplied by the customer and product information available at the time. Individual setups may vary.

HB21 Limited does not provide electrical, engineering, legal, compliance, or installation certification advice. Where required, customers should seek advice from a suitably qualified electrician, auto-electrician, installer, or other qualified professional.

Installation and safety

Some products sold by HB21 Limited involve lithium batteries, high-current DC connections, vehicle electrical systems, solar input, or 230V AC output.

Products must be installed, used, charged, stored, and maintained in accordance with the manufacturer’s instructions, safety warnings, and applicable New Zealand requirements.

For permanent installations, vehicle installations, motorhome or caravan installations, high-current DC wiring, solar installations, or any installation involving 230V AC, HB21 Limited recommends using a suitably qualified electrician, auto-electrician, or other qualified professional.

HB21 Limited is not responsible for damage, loss, injury, poor performance, or product failure caused by incorrect installation, unsafe wiring, misuse, overloading, unauthorised modification, incorrect storage, unsuitable environmental conditions, use outside manufacturer specifications, or failure to follow manufacturer instructions.

Orders

HB21 Limited reserves the right to accept, decline, cancel, or refund any order where reasonably necessary.

This may include situations where:

  • The product is unavailable
  • There is a pricing error
  • There is a freight error
  • There is a product description error
  • The order is flagged as fraudulent or high risk
  • Payment cannot be verified
  • Delivery details cannot be verified
  • The order appears to be placed using a stolen card or unauthorised payment method
  • The customer has provided incorrect or incomplete information
  • The customer has previously engaged in fraud, chargebacks, abusive conduct, unreasonable disputes, non-payment, or misuse of our services
  • The product cannot be safely or reasonably supplied to the delivery address

If we cancel an order, we will refund any amount paid for the cancelled item unless there is a lawful reason not to do so.

Order verification and fraud prevention

Because HB21 Limited sells high-value products, we may request additional information before dispatching an order.

This may include verification of identity, payment method, billing address, delivery address, contact details, or authority to use the payment method.

HB21 Limited may delay, cancel, or refund an order if verification is not provided, if payment risk is identified, if Shopify or a payment provider flags the order as high risk, or if HB21 Limited reasonably considers the order unsafe, fraudulent, abusive, or unsuitable to fulfil.

Cancellations before dispatch

If you wish to cancel an order, please contact us as soon as possible.

We will do our best to cancel an order before it is dispatched. However, cancellation cannot be guaranteed once the order has been processed, packed, sent to a supplier, sent to a distributor, booked with a courier, or dispatched.

If an order has already been dispatched, our Returns, Warranty & Assessment Policy will apply.

Stock availability

We make reasonable efforts to keep stock information accurate, but availability can change quickly.

If a product is unavailable after purchase, we will contact you to discuss the available options. These may include:

  • Waiting for new stock
  • Cancelling the order for a refund
  • Choosing an alternative product
  • Upgrading to a different product, where available, which may require an additional payment

Pricing and errors

Prices are shown in New Zealand dollars and include GST unless stated otherwise.

We reserve the right to correct pricing, product, freight, stock, promotion, or description errors at any time.

If an error affects an order you have placed, we may contact you to discuss the available options, cancel the order, or refund the order.

Payment methods and fees

Available payment methods may include Shopify Payments, credit card, debit card, bank transfer, buy-now-pay-later services, or other payment options shown at checkout.

For discretionary refunds, change-of-mind returns, or cancelled orders where costs have already been incurred, HB21 Limited may deduct non-recoverable payment processing fees, finance fees, buy-now-pay-later fees, shipping costs, and other direct costs, to the extent permitted by law.

Price match / price guarantee

HB21 Limited may offer a price match or price guarantee at its discretion.

To be eligible, the competing offer must usually meet all of the following requirements:

  • The competitor must be a New Zealand-based authorised retailer
  • The product must be identical, including brand, model, SKU, capacity, colour, bundle contents, accessories, and warranty terms
  • The product must be new and in original packaging
  • The product must be in stock and available for immediate purchase from the competitor
  • The competing price must be publicly advertised and verifiable
  • The comparison must include relevant freight, delivery, surcharge, and payment costs
  • The offer must not be a pricing error, clearance sale, liquidation sale, marketplace listing, auction, used item, open-box item, grey import, parallel import, limited-quantity special, membership-only deal, coupon-only deal, finance-only promotion, or special negotiated quote

HB21 Limited may decline a price match at its discretion, including where the competing price is below cost, commercially unreasonable, not verifiable, or not a genuine like-for-like comparison.

Price match requests should be made before purchase unless HB21 Limited agrees otherwise.

Shipping

Shipping is handled in accordance with our Shipping Policy.

Delivery timeframes are estimates only. HB21 Limited is not responsible for courier delays or service failures outside our direct control, but we may assist with reasonable delivery investigations where appropriate.

Returns, warranty, and assessment

Returns, warranty requests, damaged goods, and product assessments are handled in accordance with our Returns, Warranty & Assessment Policy.

A product may need to be assessed before any repair, replacement, refund, or other remedy can be confirmed.

Business purchases

Where products are purchased for business use, trade use, resale, commercial use, hire, or another business purpose, you agree that the Consumer Guarantees Act 1993 does not apply to the maximum extent permitted by law.

This clause applies where the goods or services are acquired for business purposes and where contracting out is permitted by New Zealand law.

If you are purchasing for business use and require specific warranty, support, suitability, or invoice details, please contact us before purchase.

Limitation of liability

To the maximum extent permitted by New Zealand law, HB21 Limited is not liable for indirect loss, consequential loss, loss of income, loss of profits, loss of business opportunity, loss of data, loss caused by downtime, travel disruption, camping disruption, spoiled food, spoiled goods, damage to connected appliances, or loss resulting from incorrect installation, misuse, overloading, unsuitable product selection, or use outside manufacturer specifications.

Nothing in these Terms limits or excludes any rights or remedies that cannot legally be limited or excluded under New Zealand law.

Third-party links and information

Our website may include links to manufacturer websites, manuals, videos, product pages, or other third-party resources.

These links are provided for convenience only. HB21 Limited does not control third-party websites and is not responsible for changes, errors, omissions, availability, or content on those websites.

Intellectual property

All website content, including text, images, layout, graphics, product descriptions, and branding, is owned by HB21 Limited or used with permission, unless otherwise stated.

You may not copy, reproduce, modify, distribute, or use our content for commercial purposes without written permission.

Privacy

Your personal information is handled in accordance with our Privacy Policy.

Governing law

These Terms & Conditions are governed by the laws of New Zealand.

Changes to these Terms

HB21 Limited may update these Terms & Conditions from time to time by posting the updated version on our website.

Contact

Questions about these Terms & Conditions can be sent to: sales@hb21.co.nz