If you would like to return a product for store credit, replacement, or refund, please email our customer support by email us for a return request. Please provide as many details as possible, including Order #, Full Name, Address, Phone Number, and Reason for the return. If the return is approved, you will get further directions on shipping the package back to us.
HOTBOXX will accept product returns and provide you with a refund or repair where:
- The product is faulty or is not of acceptable quality; or
- The product is not fit for its intended purpose; or
- The product does not match the sample or our description; and
- You can present your HOTBOXX receipt or other adequate proof of purchase.
Any Cosmetic Damage Must Be Reported Within 48 Hours of Delivery.
Please note that we may request for you to email/send pictures of damaged or defective merchandise prior to sending the items back. We may also email you with troubleshooting steps in an attempt to save you the time of returning the items.
Return of unused and unopened products:
HOTBOXX will not accept return of and/or issue any refund for purchases made other than through the Website, from a HOTBOXX store or a HOTBOXX retailer must be returned and refunded through the location from at which the products were purchased. If you purchased the product from hotboxx please email us
You have the right to withdraw from the Order with HOTBOXX and to return any new unused item purchased from us for a refund without giving any reason up to fourteen (14) days following the receipt of the item purchased. To exercise the right of withdrawal, you must inform us of your decision to withdraw from the Order by contacting HOTBOXX Customer Team If you withdraw, HOTBOXX will reimburse to you all payments received from you, excluding the costs of shipment, within fourteen (14) days from the day you inform us of your decision to withdraw.
If you elect to withdraw, you must return the new, unused item purchased to HOTBOXX within fourteen (14) days of notifying us of your election. We may withhold reimbursement until we have received the purchased item. No refunds will be issued for items not returned within fourteen (14) days of notifying HOTBOXX that you would like to return the items for a refund. You agree that you will be responsible for the cost of return shipment in the event you elect to withdraw from the purchase agreement and to return an item for a refund.
Because of the nature of the products sold by us, for sanitary, and health and safety reasons, HOTBOXX will not accept returns of batteries and/or E-Liquid. HOTBOXX will issue refunds only for new and unused devices and products (excluding batteries and/or e-liquid). If the tamper proof seal is broken we will be unable to accept the returned product and we will not issue a refund.
Promotional Term & Conditions: For returns on promotional items, all items included in the promotion need to be returned. When a promotional item included in the original transaction is not returned, the value of the promotional item will be deducted from the refund amount.
You will be responsible for shipping charges to us for non defective returns. Shipping charges are NON REFUNDABLE.
If you decide to return a product and originally received free shipping, you will be responsible for the shipping cost associated with initial delivery. For example, if you received free shipping, but it costs us $5.99 to ship the product to you, we will deduct $5.99 from your refund. This may be higher or lower depending on the weight. ALL SHIPPING COSTS ARE NON REFUNDABLE.
Here are the steps you will want to take:
- Contact HOTBOXX. Please get approval from the agent to send the item back before sending the item. We will send you a return ticket. We may email you after you submit the Return in any attempts of troubleshooting.
- Repackage the item including all original parts, packing materials, instructions, etc. Within reason this means that everything must be returned exactly as it was sent to you. If you do not have the original packaging we will NOT accept this as a return. Poor repackaging or the return of damaged merchandise could result in refusal of your return and loss of any refund or replacement item. DO NOT send items back in regular envelope, this is not sufficient packaging and can cause items to be lost in the mail as the envelopes are not tracked. Padded parcel bags are a must.
- Include a copy of the original receipt in the package.
- If you are to receive a refund, it will be issued by HOTBOXX when the returned item has been received in satisfactory condition. Refunds will be processed within 10 business days of receiving the items. And will be applied directly to the method that was used to make a purchase.
- Usually refunds can take up to 5 business days to completely process after the refund has been initiated. Refunds are only issued to the original form of payment on the corresponding order. If you have any questions on our return/refund process, feel free to contact us.
Price Adjustment Disclaimer:
HOTBOXX will honour price adjustment within 14 days from the date of purchase with proof of purchase. Holiday specials, promotional sales, and clearance sales may be exempt. Price adjustment will be issued via store credit.
Please note HOTBOXX may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. If the product is determined to be faulty, not of merchantable quality, not fit for purpose or not matching a description or sample HOTBOXX will offer a repair, exchange or refund. If you cannot present your HOTBOXX receipt or other acceptable proof of purchase HOTBOXX reserves the right not to offer a refund or exchange.
Where you seek a refund for any item that was purchased as part of a ‘deal’, HOTBOXX may refund the price in accordance with deal eligibility. No refund will be given on free items and any refund amount may be recalculated if your return results in deal eligibility no longer being met.
We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors
Usage by Minor
This Site is not intended for or directed to persons who are minors (under the age of 18).
Because we cannot prohibit minors from accessing, viewing, browsing, visiting or using the Site, we must rely on parents, guardians and those responsible for supervising minors to decide which materials are appropriate for minors to view and/or purchase. By registering with this Site, purchasing products from us or providing us with any information, you represent to us that you are legally permitted to enter into a binding contract (18 years of age or older) and that any information you provide to us is not inaccurate, deceptive or misleading.
All products listed on hotboxx.co.nz are intended for adults over the age of 18. Nicotine Sale
Hotboxx products may contain nicotine. This is a highly addictive and poisonous substance that can be harmful to your health
All products listed on hotboxx.co.nz are not intended for children, pregnant women, women who may become pregnant, non-smokers, or smokers seeking a smoking cessation product.
We will not sell nicotine or nicotine related products to anyone who is not of legal age to purchase and use tobacco or nicotine products under applicable law. We cannot be held responsible for minors purchasing nicotine or nicotine related products with a parent or guardian’s credit card. By placing your order for nicotine or a nicotine related product you are confirming that you are of legal
age to purchase and use nicotine products in the state, country or territory where you are based. We may restrict the purchase of nicotine related products in your area.
Do not use nicotine products if you are pregnant or breastfeeding. Nicotine is a chemical known to produce birth defects and reproductive harm.
Do not use nicotine products if you have any of the following medical conditions: Heart disease, diabetes, high blood pressure, or asthma
Nicotine based liquids may be toxic if orally ingested or in contact with skin. Hot boxx products may contain small parts. Keep out of reach of children and pets
Nicotine based liquids are toxic to the environment. Do not flush or pour down the drain. Please dispose of containers properly.
Our products are not being marketed as smoking cessation devices and have not been approved as such. If you’re seeking a smoking cessation method, please consult your healthcare providers or organisations that deal specifically with quitting smoking, such as Quitline – 0800 778 778
Hot boxx products have not been evaluated by the Food and Drug Administration nor is it intended to treat, prevent or cure any disease or condition
If you experience any symptoms of nicotine poisoning stop using the product immediately and consult your healthcare provider. Symptoms may include but are not limited to vomiting, nausea, headache, difficulty breathing, sweating, palpitations, lisps, stomach ache or pain, seizures or weakness
Use products only as intended and only with liquids designed for the products sold. E-Liquid is flammable. Keep away from open flame and excessive heat.
Use a dedicated power source capable of supplying adequate power for charging. Note some USB ports may not be designated to supply power and should not be used.
Do not overcharge the battery.
Always keep batteries in cool, dry surroundings. Do not store in hot or humid places. Never use a battery in damp or wet conditions.
Never leave your battery in a place that it could become excessively hot such as direct sunlight or inside a parked car
Do not carry in a purse or pocket with other sharp or bulky items. Such items may damage the battery or cause accidental misfire of the atomiser. Do not puncture the battery. Do not dismantle the battery.
Do not leave a battery where children may have access to it.
Terms of Sales
By placing an order you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price.
In order to contract with hotboxx.co.nz you must be over 18 years of age. Hotboxx retains the right to refuse any request made by you. When placing an order you undertake that all details you provide to us are true and accurate, if credit or debit card is used to place your order and that there are sufficient funds to cover the cost of the goods. The cost of foreign products and services may fluctuate. All prices advertised are subject to such changes.
(a) Pricing and Availability
Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.
Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the ‘Total Cost’.
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can not offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, unopened and not missing parts.
To complete your return, we require a receipt or proof of purchase.
(d) Refunds (if applicable)
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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Upon receiving your order we carry out a standard authorisation check on your payment card to ensure there are sufficient funds to fulfil the transaction. You agree that credit cards and debit cards are to be charged on the date of inventory reservation for the order, not the date of shipping.
Delivery and Shipping
We endeavor to ship out individual packages together so that they arrive at the same time; however, when that is not possible, we commence by shipping individual packages in the order they are available and conditions permit. In these instances, our notification to you that your order has “shipped”, marks the time when shipping has commenced; it does not mean that all items in the order have shipped at that time.
We will use reasonable endeavors to meet any date agreed for delivery. In any event time of delivery shall not be of the essence and the Seller shall not be liable for any losses, costs, damages or expenses incurred by the Buyer or any third party arising directly or indirectly out of any failure to meet any estimated delivery date
Dispatch times may vary according to availability and subject to any delays resulting from postal delays or force majeure for which we will not be responsible.
Risk of Loss
All items purchased from Hot boxx and/or hotboxx.co.nz are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon tender of the item to the carrier.
At the unlikely event, we may require you to pay shipping fees should you have provided us an address that does not accurately charge you the correct shipping fee(s). Should this occur, we may place your order on hold and will contact you (via phone/email) to let you know.
In the event that we fail to deliver any products, you may elect to cancel your order in respect only of the products not delivered unless we have contacted you and you have agreed to deliver at a later date.
Where we fail to deliver or delay delivery of your order or part of your order or where any loss is incurred by you in relation to such delivery and is within our control, our liability shall be restricted to payment of the cost of replacing the order or part of the order, as we may determine (in our sole discretion).
Advice regarding order shortages or damage in transit must be given to our customer service team no later than three days after receipt of products.
Delivery is complete when the products reach the address you have specified for delivery. We will be responsible for arranging the delivery of products unless you arrange otherwise with us
Nothing in these terms entitles you to return the products as being surplus to your needs, or for any other reason other than set out herein.
Rest of the world
Courier Service: DHL
Estimated Delivery: 2-10 working days
Price: From $29.00 NZD
Due to different laws and regulations in different countries, we do not guarantee that your parcel will arrive at you. As such, we will not take any responsibilities should your parcel be
seized by customs or other parties involved in shipping your parcel. No refund will be provided should this occur.
We reserve the right to place your order on hold or cancel your order should we suspect that the product may not be able to be shipped to you. If such a case arises, you will be notified via email.
If your parcel has been returned back to us if it could not be delivered, we will contact you via email to advise you. Should we deem that your parcel could not be delivered in this case, we will cancel your order and process a refund. We will not refund the cost of shipping and/ will deduct any extra cost of the parcel being returned back to us from your purchase price.
In the rare event that the product(s) that you have received is incorrect. We require you to contact us by email/phone within 48 hours from the time the product has been marked as delivered by Courier Post, or DHL Express; Whichever service is used to ship your product. If you do not contact us within this timeframe, we will assume that you have accepted the error and a refund or exchange will not be provided.
Due to hygienic reasons, if you have received the wrong product (e-liquids, devices, etc), we require you to keep the product sealed and unopened and notify us within the time-frame as mentioned above. We will be unable to issue a refund or exchange if the product(s) has been opened or the seal has been damaged.
Damaged parcel upon arrival
If your parcel arrived damaged due to shipping, we require you to contact us by email/phone within 48 hours from the time the product has been marked as delivered by Courier Post, Australia Post or DHL Express; Whichever service is used to ship your product. If you do not contact us within this timeframe, we may not be able to provide you a refund or replacement.
In some cases, we may be required to open an investigation with the courier service used to ship your product prior to sending a replacement or issuing a refund to you. Please allow up to 10 working days from the time that an investigation is opened for a replacement or refund to be issued (depending on the courier service investigation).
Refund and Warranty
Return and Exchange of goods
Prior to returning any products back to us, you must contact us via phone or email.
If you are simply unhappy with a product then while we have no obligation to, we’ll do what we can do to alleviate the problem.
Please note that you will be required to pay for the return of the shipment and cost of shipping any products to you unless stated or agreed with us otherwise.
It is your responsibility to ensure that any product being shipped back to us is securely packed. We are not responsible for any product(s) if delivered damaged by the courier service you used.
- Undeliverable goods
If your parcel has been returned to us for reasons (but not limited to) such as an unclaimed, invalid address or undeliverable; You will be required to pay for the cost of re-shipping your product again (regardless if your order had free shipping).
If your parcel has been dispatched already or has been returned to us and you wish to cancel your order. We will only refund the cost of the product(s) and not the shipping. If your order comes with free shipping, we will deduct the cost of shipping from your order before a refund is provided. Please see below for the cost charged:
– New Zealand Non-rural address: $7.00
– New Zealand Rural address: $9.00
Your order will be fulfilled as soon as possible, if no delivery date is specified, then within a reasonable time of the date of the Order Confirmation, which could in exceptional circumstances be longer than 30 days.
(a) In order to get a replacement for some of the products we might ask you to send us the picture or video showing the fault of the product.
(b) International shipping only – If you buy a vaping device from us we might open the box seal just to make sure that the product that we are shipping is working perfectly fine. This is just to avoid the chances of sending our customers a faulty device. We will take all the health and safety precautions while testing the device including the COVID -19 guidelines and we are going to use our own cartridges, coils, tanks, e-liquids, etc to test the devices.
Termination of Usage
We may terminate your access or suspend your right to access to all or part of the Site, without notice, for any conduct that we, in our sole discretion, believe is in violation of any applicable law, is in breach of these Terms and Conditions or is harmful to the interests of other users, Associates, or us. In addition, we reserve the right to refuse an order from any customer at our sole discretion.
We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments.
We reserve the right to change the nature of this relationship at any time and to revise these Terms and Conditions from time to time as we see fit. As such, you should check these Terms and Conditions periodically. Changes will not apply to any orders we have already accepted unless the law requires.
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.
Entering the Site will constitute your acceptance of these Terms and Conditions. If you do not agree to abide by these terms, please do not enter the Site.
Disclaimers and Limitations of Liability
hotboxx.co.nz will not be liable to you (whether under the law of contract, the law of torts or otherwise) in relation to the contents of, or use of, or otherwise in connection with, this website:
- to the extent that the website is provided free-of-charge, for any direct loss; ● for any indirect, special or consequential loss; or
- for any business losses, loss of revenue, income, profits or anticipated savings, loss of contracts or business relationships, loss of reputation or goodwill, or loss or corruption of information or data.
The Site is provided on an “AS IS,” “as available” basis. Neither Hot boxx, nor its Associates warrant that use of the Site will be uninterrupted or error-free. Neither Hot boxx, nor its Associates warrant the accuracy, integrity, or completeness of the Content provided on the Site or the products or
services offered for sale on the Site. Further, Hot boxx makes no representation that Content provided on the Site is applicable or appropriate for use in locations outside of New Zealand.
Hot boxx specifically disclaims warranties of any kind, whether expressed or implied, including but not limited to warranties of title, implied warranties of merchantability or warranties of fitness for a particular purpose. No oral advice or written information given by Hot boxx or its Associates shall create a warranty. You expressly agree that your access to, viewing of, browsing, visiting or use of the Site is at your sole risk.
Under no circumstances shall Hot boxx or its Associates be liable for any direct, indirect, incidental, special, or consequential damages that result from the use of or inability to use the Site, including but not limited to reliance by a user on any information obtained at the Site, or that result from mistakes, omissions, interruptions, deletion of files or e-mail, errors, defects, viruses, delays in operation or transmission, or any failure of performance, whether or not resulting from acts of God, communications failure, theft, destruction or unauthorised access to Hot boxx records, programs or services. The foregoing limitation of liability shall apply whether in an action at law, including but not limited to contract, negligence, or other tortious action; or an action in equity, even if an authorised representative of Hot boxx has been advised of or should have knowledge of the possibility of such damages. You hereby acknowledge that this paragraph shall apply to all Content, merchandise and services available through the Site. Because some states do not allow the exclusion or limitation of liability for consequential or incidental damages, in such states liability is limited to the fullest extent permitted by law.
Although we take steps to ensure the accuracy and completeness of product and third-party service descriptions posted on the Site, please refer to the manufacturer or Associates for details.
The products on our Site are intended for personal use for adults over 18 years of age, not commercial or business use, unless otherwise indicated. As such, you assume the risk when purchasing products for a commercial or business use or application.
We are not responsible for the content of any sites that may be linked to or from the Site or any bulletin board associated with us or the Site. These links are provided for your convenience only and you access them at your own risk. Unless otherwise noted, any other website accessed from the Site is independent from us, and we have no control over the content of that other website. In addition, a link to any other web site does not imply that we endorse or accept any responsibility for the content or use of such other website.
In no event shall any reference to any third party or third party product or service be construed as our approval or endorsement of that third party or of any product or service provided by a third party.
Intellectual Property Infringement
We rely on a network of independent affiliates, subsidiaries, agents, third-party product providers, third-party Content providers, vendors, suppliers, designers, contractors, distributors, merchants, sponsors, licensors and the like (collectively, “Associates”) who supply some of the goods advertised on the Site and, in some cases, drop ship them directly to our customers. In accordance with the Digital Millennium Copyright Act, we are not liable for any infringement of copyrights, trademarks, trade dress or other proprietary or intellectual property rights arising out of Content posted on or transmitted through the Site, or items advertised on the Site, by our Associates. If you believe that your rights under intellectual property laws are being violated by any Content posted on or transmitted through the Site, or items advertised on the Site, please contact us promptly so that we may investigate the situation and, if appropriate, block or remove the offending Content and/or advertisements. It is our policy to disable access to infringing materials, and to terminate access of repeat infringers to the Site. In order for us to investigate your claim of infringement, you must provide us with the following information:
- An electronic or physical signature of the person authorised to act on behalf of the owner of the copyright or other intellectual property interest;
- A description of the copyrighted work or other intellectual property that you believe has been infringed;
- A description of where the material that you claim is infringing is located or identified on the Site;
- Your name, address, telephone number, and e-mail address;
- A statement by you that you have a good faith belief that the disputed use is not authorised by the copyright or intellectual property owner, its agent, or the law; and
- A statement by you, made under penalty of perjury, that the information submitted to us is accurate and that you are the owner of the copyright or intellectual property or authorised to act on behalf of the owner of the copyright or intellectual property.
The above information should be provided to our agent for notice of claims of copyright or other intellectual property infringement. Our claims agent can be contacted at email@example.com and/or Hot boxx.
If you access the Site from within the New Zealand, any dispute relating in any way to your visit to the Site, to these Terms and Conditions, to our Privacy and Security Policy, to our advertising or solicitation practices or to products you purchase through the Site shall be submitted to confidential arbitration in, except that, to the extent you have in any manner violated or threatened to violate Hot boxx’s intellectual property rights, Hot boxx may seek injunctive or other appropriate relief in any court in New Zealand and you consent to exclusive jurisdiction and venue in such courts. Arbitration under this Agreement shall be conducted under the rules then prevailing of the Arbitration and Mediation Institution of New Zealand. The arbitrator’s award shall be binding and may be entered as a judgment in any court of competent jurisdiction. To the fullest extent permitted by applicable law, no arbitration under this Agreement shall be joined to an arbitration involving any other party subject to this Agreement, whether through class arbitration proceedings or otherwise.
Site Policies, Modification & Severability
Please review our other policies, such as our Privacy and Security Policy, Returns Policy, Shipping & Delivery Policy and others, all of which are incorporated herein by this reference and are posted on the Site. These policies also govern your visit to the Site. We reserve the right to make changes
to the Site, policies, and these Terms and Conditions at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition.
All items have different warranty periods.
You can find the information about the warranty period for each product on their product description.
If you have a problem with a product you have purchased from us please contact us firstname.lastname@example.org as soon as possible and we’ll do our best to help you resolve the problem.
If a product is deemed to be faulty the buyer will be responsible for shipping the product back for testing. If the product is found to be faulty the buyer will be sent a replacement if one is available, or offered store credit for the original purchase price.
All products carry limited warranty and under New Zealand consumer law the customer is responsible for the return postage of the product to us. If the warranty issue is found to be valid (not caused by fault of the consumer) we will happily send a replacement item and cover the shipping costs. If no manufacturer fault is found then return postage will be at the customer’s expense.
Pre Built atomizer and coils: A DOA policy of 36 hours on atomisers and coils applies as these are classed as consumables (designed to be used and thrown away after a certain amount of time). Keep in mind that coils must have adequate liquid in the wicking material prior to firing to ensure the coil doesn’t burn out.
Regulated mods and atomisers: DOA policy of 36 hours. All mods manufactured in China carry a 30 day limited warranty for manufacturer faults. USA made are dependent on the manufacturer with some providing up to 90 days.
Batteries: While batteries are also considered a consumable, in the case of an item being DOA we will happily replace it within two weeks from the purchase date (14 days).
E Liquids: Due to the consumable nature of these products and the inability to reuse or resell once they have left our facility, returns or refunds are not allowed for any type of e-liquid ordered. We accept no returns for any liquids EVER, flavour and taste is very subjective, if unsure please purchase smaller sizes at first.
We collect and hold personal information from you when you fill out the forms in our website shop. We store this information with Shopify and our service providers who supply our website to us. We also provide this information to PayPal (Payment Providers) so they can take your payment on our behalf.
Also, when you use our website shop a cookie (which is a small text file) will be loaded onto your computer. The purpose of the cookie is to identify you during your session. You can change the settings on your browser so that you will not receive any cookies. However, if you choose to do this you may not be able to make a purchase or use other functions on our website.
We and our service providers use your personal information to supply you with the goods and services you have purchased from us, to obtain payment, to contact you in the event that there is a problem with filling your order. We and our service providers can use your personal information in an aggregated form in which you cannot be identified (for example, to analyse sales patterns).
Except as identified in the last paragraph, we and our service providers will not otherwise use that information (for example, your personal information will not be provided to others for purposes other than as outlined in the last paragraph, such as selling customer lists (unless required to do so by law).
If you haven’t correctly provided your information to us we may not be able to deliver the goods and services to you properly, or provide you with a refund if we’ve decided to refund any money to you. We reserve the right to cancel your order if you supply us with incorrect information.
Under the Privacy Act 1993 you have rights to access and correct the personal information you provide to us.