Two things worth trying first
A large share of returns are a setup issue rather than a faulty device, and they are usually fixed in a couple of minutes:
- Try a different HDMI port, and make sure the television is set to that input.
- Check the device is on the same Wi-Fi network as the rest of the house, and near enough to hold a signal.
If neither helps, tell us what you saw and we will either solve it or approve the return — we are not going to make you work for it.
What we accept, and what we do not
| Accepted | Not accepted |
|---|---|
| Returned within 90 days of delivery | Requests made after the 90-day window |
| Device plus cable and included accessories | Devices returned incomplete |
| Normal signs of use — it is a trial period | Drop, liquid or tamper damage |
| Return authorisation issued by us | Parcels sent back unannounced, which we cannot match to an order |
How a return runs
- Step one — tell us
- Email the order number and a sentence about the problem. We reply within one to two working days with a return authorisation and the correct return address. Do not use the postal address on the contact page.
- Step two — send it
- Use a tracked service and keep the receipt until the refund lands.
- Step three — refund
- Issued to the original payment method within five to ten working days of the parcel arriving and being checked. Your bank may add a few days of its own after we release it.
Who pays what
You pay return freight on a change-of-mind return. We pay it when the device was faulty, damaged in transit, or not what you ordered — and in those cases we refund the original delivery charge too.
Consumer guarantees
If you bought as a consumer in New Zealand, the Consumer Guarantees Act gives you rights to repair, replacement or refund where goods are faulty. Those rights apply in addition to the 90-day policy above and are not limited by it. Customers in other countries keep the equivalent statutory rights that apply where they live.
Before it ships
Email us before dispatch and we cancel and refund in full, with nothing to post back. Once tracking exists it becomes a return under the process above.