All products from The Green Box are backed by a 12-month guarantee starting from the date of purchase. Our commitment to quality includes guarantees that are protected under the Australian Consumer Law.
Extended limited warranty for certain brands maybe advertised by manufacturers as part of the product offering. Be aware that The Green Box limits the warranty for 12-month only. After such period, any claims must be done directly with the manufacturer.
You have the right to request a replacement or refund in the event of a major failure, and we will also provide compensation for any other reasonably foreseeable loss or damage.
Furthermore, if the goods fail to meet acceptable quality standards and the issue is not classified as a major failure, you are entitled to have the product repaired or replaced.
This guarantee specifically covers faults resulting from faulty materials and workmanship. However, please note that it does not extend to cover instances of misuse, accidental damage, normal wear and tear, or neglect.
If you come across any fault in the product, we kindly request that you contact our friendly support team via one of our channels.
Be sure to inform the nature of the issue with a video demonstrating the issue and serial code of the product if one exists. Once notified, we will promptly reply with either troubleshooting or next steps to complete the claim processing.
Note that we will endeavour to assist with the issue without the need to ship it back to us. However, depending on the issue and product, we may need to have the goods shipped back to us at your own expense.
Some manufacturers, including Storz & Bickel, Pax, and Davinci, handle warranty claims directly and offer comprehensive customer care. These manufacturers require consumers to register their devices under their own names. If you prefer to work directly with us, you will need to ship the item back to us. We will then liaise with the manufacturer and, after assessing the issue, take appropriate action, which may include providing a product replacement.
Please note that the communication for warranty claims with these specific manufacturers should be directed to them for a smoother process. However, if you choose to go through us, we are here to assist you in resolving any issues with your product but bare in mind that it will often be lengthier.
If you opt to deal directly with us, please note that you may be responsible for transportation costs to and from The Green Box.
We greatly value your satisfaction and are dedicated to providing exceptional service. If you have any questions or concerns, please feel free to communicate with us in English.