Herbal House Warranty Statement

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Warranty Claim

Frequently Asked Questions
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  • What does our warranty cover?

    Our warranty policy can be summarized as follows:

    2-years warranty on all functionality portions of our equipment. Aesthetic defects and damage due to misuse of the items are not covered.

    This warranty covers any defects in material or workmanship under normal use during the warranty period.

    During the warranty period, Herbal House Ltd will repair the faulty products by replacing the failed components, if the product has undergone a major fault where it is unable to be repaired, Herbal House Ltd will replace the product for you, whether it is a major fault or minor fault is only determined by Herbal House upon inspection of the faulty product at their Auckland facility.

    Submit a warranty claim via our Contact Form with image/video attachments of relevant affected area.

    Herbal House reserves the final right in determining if a benefit under the warranty can be claimed.

  • How long does the coverage last?

    The Warranty Period for Physical Goods purchased from Herbal House is 2 years ( 730 days ) from the date of delivery as confirmed by Courierpost tracking information.

  • What is the process if I have a faulty product?

    If you experience a fault in your product we will email you a return label and organize for the courier to collect the faulty product from your desired location or you can drop the item at your local post shop.

    Once the item has been successfully received in to our Auckland facility we will test the product to help diagnose the potential faults, if it turns out the product is not faulty you will need to pay for the courier cost to and from our warehouse. 

    If a fault is found we will cover courier expenses both ways and will proceed to repair your product with new genuine parts.

    If the fault cannot be repaired to a standard than allows the product to work as it previously did, otherwise known as a major fault then we will replace your product with a new model.

  • What happens if my items arrive damaged from the courier?

    We all know that the courier system can be a freight train of pressure and urgency so unfortunately on the rare occasion we have seem damage from the couriers, if this is the case please reach out to us on the contact form below along with a detailed descripton + photos/video. We will get you sorted as fast as we can.

  • How do I know if my fault is covered under warranty?

    If you are unsure whether your fault is caused from missuse or is a warrantable incident then simply get in touch, we won't bite and we don't want you to suffer in silence. If you can provide images or video of whats going on along with a detailed tale of events then our team will help you from there and will do our best to sort you out.

  • What happens if I am unable to send the product back to you because I am still needing to use it for my grow?

    If you unable to send the product back because you are unable to interrupt your current grow, then you are welcome to pay a bond equal to the product that is faulty, we will then send you an equivalent product to use while you send your faulty item back for repair or replacement.

    As you can understand, without inspecting or confirming any faults we are unable to send a replacement or send loaner products before receiving the bond or receiving the faulty product simply due to the risk of theft, which unfortunately has happened in the past.

    Once you have paid the bond we will send you a product to use which will allow your grow to continue without disruption while we solve the problem with your product, once we have your product fixed and returned to you and the loaner product back to our facility we will refund your bond no hassles at all. 

We treat our customers the same that we expect for ourselves.

For more information please contact at Matt@herbals.co.nz or call on 09 218 3538.

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