At The Green Box, every product is supported by a 12-month guarantee from the day you make your purchase, ensuring our dedication to quality under the Australian Consumer Law.
Extended limited warranty for certain brands may be advertised by manufacturers as part of the product offering. Be aware that The Green Box limits the warranty for 12-month only. After such a period, any claims must be done directly with the manufacturer.
Under the 12- month warranty, you have the right to request a replacement or refund in the event of a major failure, we do not offer refunds for change of mind, or because you do not like the product you have purchased.
For consumables like vaporizer coils and batteries, we offer a warranty for items that are non-operational upon arrival. Items such as rolling papers, lighters, and glassware fall into our consumables category, where warranty claims should be made within 24 hours of delivery.
Our batteries come with a 14-day policy to cover any defects upon arrival. We encourage you to test your battery within this period to ensure it functions correctly. Should you encounter any issues, please reach out to us promptly for assistance with a return, replacement, or refund
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 endeavor 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.
For select manufacturers like Storz & Bickel, Pax, and Davinci and others, warranty claims are directly managed to provide specialized customer care. If you choose to register your device with them, it facilitates prompt service. However, if you prefer our assistance, we're here to help. Sending your device to us for liaison with the manufacturer ensures comprehensive support. Please note this might extend the warranty assessment period, as we meticulously manage the process on your behalf to ensure a thorough evaluation and resolution.
We're here to guide you through any troubleshooting necessary. Should you need to return an item without prior consultation or without the provided troubleshooting steps being carried out, please be aware that if no fault is found, the cost of return shipping is your responsibility.
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.