FAQ – Hawkmatic Injectors

This website is dedicated to EU customers.
Customers inside the EU can purchase HawkMatic products from this website (and from authorized Hawk-Matic distributors).

Shipping to Preferred countries is FREE.

We ship Free of charge  to Germany, Austria, Netherlands, Belgium and Luxembourg via DHL expres (preferred countries). 

After you order you will automatically recieve an Email with Tracking information so you can track your order. Delivery within the preferred countries normally happens in 24 hours, but may take longer depending on variables outside our control. 

Delivery to any other country inside the EU is possible. Please contact us for shipping poptions before ordering

Please contact us soon as possible if you want to change your order.

Please note: We ship as soon as you place your purchase order. If your order has not been processed yet, we are happy to try changing or canceling your order for you.  Just contact customer service to let them know.
If your order has been processed or is already in transit, we apologize that we cannot change, cancel, or stop shipping. However, you can return the item upon receipt (according to the return policy).

We ship your goods within 24 hours after placing the order (when the item is in stock)

Please note that during holidays or promotional periods (such as Christmas, Black Friday, etc.), due to a decrease in personnel and a significant increase in order volume, shipping and delivery times may be slightly delayed. We apologize for any inconvenience caused. Thank you for your choice.

You have the right to cancel your order within 14 days of receipt without providing a reason. After cancellation, you have another 14 days to return your product.  The cost of returning the product from your home to the webshop will be at your expense. If you exercise your right of withdrawal, the product must be returned to the seller with all supplied accessories, in its original condition, and in the original packaging. We will refund the order amount within 14 days, provided the product has been received in good condition. 

If you want to return your product, please contact us first. After receipt, we will inform you where to send your return.

You can test the Hawkmatic 2  and Hawkmatic 3 for free for 2 weeks. If you decide to cancel the purchase, the machine must be returned to us complete, clean, undamaged, and in its original packaging. The maximum counter value for a refund is 100. If the machine has more than 100 cigarettes on the counter, we cannot refund the purchase price.

At Hawkmatic, we are committed to providing high-quality products and exceptional customer service.
We offer a 1-year (or 10.000 cigarette) limited factory warranty on all our products from the date of purchase.

Warranty Coverage:

This warranty covers defects in materials and workmanship under normal use.
During the warranty period, we will repair or replace, at no charge, products or parts of a product that prove defective because of improper material or workmanship.

Warranty Exclusions:

This warranty does not cover damage caused by accidents, misuse, abuse, natural disasters, or unauthorized modifications.
Normal wear and tear are not covered under this warranty.  Machines with counters reading higher than 10,000 Cigarettes are excluded from warranty. 

To make a warranty claim, please contact our customer service team at info@hawkmatic.eu with your proof of purchase and a description of the issue. We will provide instructions for returning the product for repair or replacement.

The warranty only covers manufacturing defects. Costs for other damages will be charged.

We welcome Wholesale Inquiries for the Hawkmatic Products. If you own a company inside the EU, looking to wholesale our products, please contact us via the contact form and we will get back to you.