Returns & Shipping

Who we are

Our website address is:

The Hot Water Shop stands behind the products we sell and we have a fair return policy. We want you to feel safe when you buy at The Hot Water Shop and we want you to feel confident that we will support you should there be any issues.


Shipping within New Zealand is free for all Hot Water Shop Products

Shipping for international orders is within a flat rate scheme of $25 if items are within the size requirements of NZ Post. Over sized, or heavy orders, typically longer than 1.5m or more than 3kg, goods might not be to be shipped. Please contact us before making an international order.


Unless stated otherwise, all items carry a 12 month warranty (some products have longer warranties).

Faulty goods can be returned in person to the The Hot Water Shop store or send them with a covering letter containing your contact details and any relevant information. Send to: The Hot Water Shop – Online Returns

Woolston, Christchurch 8023

We will assess the received goods and contact you to discuss the options. Normally, as a first step, we will repair or replace the goods. Goods that are deemed faulty and fails within the warranty and cannot be repaired or replaced will be refunded to the purchase price.


Unused and still sell-able goods, complete in their original packaging may, be returned to us for a full refund for up to 1 month after purchase, excluding:

  • Electronics which may only be returned 7 days after purchase, and
  • Any item that was specially ordered or modified to meet your specifications

Any refunds of Unwanted Goods will be made using Gift Cards and will exclude the cost of freight.

Replacement goods will be sent to you freight free.

The above does NOT alter or reduce your rights under the Consumer Guarantees Act. It is an additional benefit to The Hot Water Shop customers.

If you need help or advice with a return, please email

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