FAQ 

Why Was My Return Request Rejected?

Your return request may be declined under these conditions:

• More than 14 days: If your return request is made after 14 days of receiving the product, it may be rejected.

• Non-defective items after 30 days: If there’s no hardware issue and your request comes after 30 days, it won’t be accepted.

• Damaged or lost device: We cannot accept returns for devices damaged by the customer (e.g., screen scratches) or lost items.

📌 For more info, check our full Returns Policy.

Can I Get a Full Refund in New Zealand?

You’re eligible for a full refund if:

• The product is defective or doesn’t work due to a hardware issue (after return and inspection).

• You received the wrong item—we’ll refund fully upon return confirmation.

• You cancel your order before it’s shipped. If it has already been dispatched—even if tracking isn’t updated—we can’t cancel it.

⚠️ If you cancel for personal reasons within 30 days and the product has no issues, you may get a partial refund, but you’ll be responsible for shipping and customs fees.

When Will I Receive My Refund?

Once we inspect and approve your return, we’ll process your refund within 7 business days. You’ll receive an email confirming whether your refund has been approved or declined.

When Will I Get a Partial Refund?

In some personal return situations, a partial refund may apply:

1. Unopened & complete: Full item value minus return shipping.

2. Opened & used: Restocking fee deducted.

3. Missing items or accessories: Cost of missing parts + restocking fee will be deducted.

Need Help?

Have more questions about returning a BOOX device in New Zealand?
👉 Contact our Support Team or read the full Return & Refund Policy.