Refunds and Returns

You must notify us by phone, email or fax within 48 hours of delivery if there is a problem with your order.

If your delivery appears to have been damaged in transit you should refuse to accept the delivery, direct the courier to ‘return to sender’ and notify us immediately. If items are missing from your order, we will dispatch them immediately, at no extra cost to you. If your goods are faulty or incorrect when delivered, we will do one of the following, at our discretion:

  • replace the faulty or incorrect item(s) with the same or equivalent item(s)
  • repair the faulty item(s) at no cost to you
  • refund your money

All faulty or incorrect items must be returned to us before a refund or a replacement can be issue. It is your responsibility to pay for any charges incurred in shipping the faulty goods or incorrect items back to us.

Do not return any goods without first contacting us to discuss the problem and to obtain authorisation to return the goods. You are responsible for the cost of returning any goods to us. Goods sent COD will not be accepted. When returning goods, you should ensure that they are adequately packaged to reduce the risk of being damaged in transit. Items that are insufficiently or incorrectly packaged will not be accepted for refund or return. Box ‘n’ ice is not liable for any goods that are lost or damaged in transit to us.

We do not offer refunds or returns for incorrect choice or if you change your mind. You should choose your goods carefully and contact us before ordering if you have any queries. We make no guarantee as to the suitability of our products for your purposes. In relation to customised puzzles we make no guarantee as to the quality of the puzzles produced as this is dependent on the quality of the original printed  photograph or digital file sent to us. We will contact you if we have any doubts about the quality of the end product and seek your approval in writing before go ahead. Should you be unhappy with the final product on receipt of the customised puzzle, after you have given approval for manufacture, we will not offer a refund.


All goods sold by ZEST Dementia & Aged Care come with a 12 month back to base warranty from the date of delivery, covering mechanical failure and including the cost of parts and labour. Back to base means that you will need to cover the cost of returning the goods to us for warranty. See above for conditions of return of goods.

We will do our best to resolve your warranty issue quickly. We do not promise as to the turnaround time of your warranty repairs. We will ship any repaired or replaced goods back to you at our own cost. In the event that we elect to replace a product that has been discontinued, your goods will be replaced with an equivalent item or you will receive a credit from ZEST Dementia & Aged Care to the value of the goods, at our discretion.

This warranty does not cover damage or fault due to accident, abuse, incorrect use, or unauthorised repairs.