Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can not offer you a full refund or exchange.
If our product is faulty or is delivered damaged, a replacement will be sent at no further cost. However, the faulty product must be couriered back. We will reimburse you the courier cost as long as the cost is not greater than the original delivery charge.
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.
Refunds
No refund is possible until the product you are returning is received by us. Please look at Shipping Returns for the return address.
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, we will email you asking for a bank account number. We will transfer the outstanding amount via internet banking.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Some banks only process internet banking over night on a business day. If funds have not arrived, please check the following business day before contacting us.
If you have still not received your refund, please contact us at info@heatwell.co.nz
Exchanges
We will accept our product back if you have ordered incorrectly. If you need to exchange a product, send us an email at info@heatwell.co.nz and send your item to the address in Shipping Returns.
Shipping returns
To return your product, you should mail your product to:
258 Forrest Hill Rd
Forrest Hill
Auckland 0620
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
For the return of damaged products we will reimburse courier fees (as long as they are not greater than the original delivery fee).
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Nor will we pay a refund without receiving the product back.
Need help?
Contact us at info@heatwell.co.nz for questions related to refunds and returns.