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Warranty @ shishaglass.co.nz online store

1. Consumer Guarantees Act 1993

This warranty is to be read subject to the Consumer Guarantees Act 1993 (“CGA”), and (except where you are not a “consumer”) does not limit your rights under the CGA at all. Where the terms of this contract are at variance with the CGA, the CGA will prevail (except where you are not a “consumer”).

The CGA protects consumers by giving them certain guaranteed rights when they buy goods and services. You are a “consumer” within the definition of the CGA if you acquire these goods from us for personal, domestic, or household use or consumption only.  You are not a “consumer” if you are resupplying the goods in trade, or consuming them in the course of a process of production, or manufacture or repairing or treating in trade other goods or fixtures on land.

The CGA requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill.  These rights, which the CGA says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

2. Fitness for purpose

The goods we sell are fit only for the purposes for which this type of goods are commonly & lawfully supplied.  Please choose carefully as we are under no obligation to refund or exchange goods if you change your mind.

3. Unacceptable quality

With respect to any unacceptable quality (as defined by the CGA) found in the goods please ensure that you examine the goods for durability, safety, or any defects before supply.  In the event that you have no opportunity to do this, then you should within two working days of first having opportunity to discover any unacceptable quality notify us accordingly.

Please note that in determining unacceptable quality you must have regard to the nature of the goods purchased and the price, and consider any statements on the packaging or labels or by the manufacturer on the goods, or made by us at the time of purchase, and any specific defects of the goods drawn to your attention whether by written notice on display or otherwise.  Also the goods must not have been disposed of, lost, destroyed, damaged or tampered with after delivery to you.  If they have, then we cannot accept your claim.

4. Return of goods

Please return goods of unacceptable quality to us and we shall either repair, replace the same, or refund the purchase price you paid.

Any product(s) returned and deemed under user error (meaning if there are no faults with the product) will be shipped back to the customer at their own cost.

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.

At shishaglass.co.nz, we understand that the process of returning an item is often an aggravating drawn-out enterprise.  Uncooperative customer service and delays can may make you feel scammed.  At shishaglass.co.nz online stores we aim to do it better, with a great return policy that’s second to none in our field.

No Fuss

Although we prefer to receive our products, back in original packaging mint condition and clean, we understand this isn’t always realistically possible.  Other than the exceptions noted below, we’ll gladly accept your return either way.

Also at Shishaglass.co.nz, we don’t charge any fees for ‘restocking’ or ‘administrative processing’ or any other excuse that can be dreamed up. You may return products within 14 days of receipt of your purchase.

We only ask that you:

  • provide proof of purchase; and
  • pay for the return shipment;

and we will handle the rest as quickly as we can; whether you want a replacement, a new product or a refund of the purchase price.

Warranties only cover manufacturing faults or products damaged in transit.


– Consumable products

We don’t provide any replacement/refund rights or warranties* for consumable products if the packaging is broken, other than for damage in transit or as otherwise stated.  So please choose carefully.  Examples of consumable products include Cigars, Damiana, Detox, Pipe Cleaners, Hemps Wraps and all hear not burn products.

– Batteries (note: there are differences between them)

Different electronic gadgets use different types of batteries.

Different types of batteries have different life-spans and recharging cycles.  None of them lasts a human “lifetime”.

Different batteries have different prices.

Different batteries have different warranties, usually between one and three months. Please check the warranty at time of purchase.

– Misuse and mishandling

No replacements will be made or refunds are given on any items for misuse or mishandling.*  Note that battery buttons will break if pressed or twisted too hard.

– Chargers, Electronic Mods, Heat not Burn devices & Scales

Like Batteries, Chargers, Electronic Mods, Heat not Burn devices and Scales are not all created equal.  Accordingly, their prices and warranty periods differ.   In any event, none are for more than three months.*  Please check the warranty period at the time of purchase.

–Further notes regarding scales:

  • most scales do not include calibration weights – please check carefully if you want to purchase scales with weights or purchase 100g or 200g calibration weights separately;
  • not all scales come with batteries;
  • scales cannot be exchanged after use due to a change of mind or the like, so please choose carefully;
  • if there is a problem with scales please bring them to any shop for checking first as staff may be able to diagnose and fix straightforward problems;

– Heat not Burn devices

Heat not Burn devices must be cleaned after every use, failing which they may become blocked.  No warranty is given with respect to tobacco staining, as it is an unavoidable consequence of the products’ use.

Heat not Burn devices are sold for tobacco use only.  Different Heat not Burn devices produce different amounts of smoke and flavour so choose carefully before purchasing as warranties do not cover changes of mind or for smoke or taste amelioration.


Grinders are sold for grinding tobacco only (unless specified otherwise).  There is no warranty for damage caused by the use of grinders for any other material or otherwise than in accordance with instructions.  Most grinders must be turned clockwise.  Handles will break easily if turned anti-clockwise (or contrary to instructions for the type of grinder) in which case no warranty is available for operator error.

–Glass Items

There is no warranty for glass items (such as shisha glass pipes and bowls or parts) broken, chipped or scratched. If the items are damaged on arrival, please contact us immediately.

Consumer Guarantees excepted.

Note these warranties (and exceptions) are valid only at the time of purchase. Warranties are subject to change (re-printed warranty cards and/or as changed on our website) so please check warranties at the time of each purchase for any changes.

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