FAQ

Yes, pickup is available from our New Lynn location by appointment.

Call or text SmartGear NZ on 021 0261 2526 to arrange pickup. Pickup is available by appointment from our New Lynn location.

Please wait for a separate pickup-ready confirmation by text or email before visiting — order confirmation is not the same as pickup confirmation.

Your order confirmation and a valid photo ID (driver licence or passport).

Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, Afterpay, Klarna, and WINZ-approved quotes.

Yes, via Afterpay or Klarna at checkout.

Yes — contact us to arrange a WINZ-approved quote.

Yes. The SmartGear express-warranty period is stated on each individual product listing and may vary by product. Our express warranty is separate from your statutory rights. Nothing in the SmartGear warranty limits any rights or remedies you may have under the Consumer Guarantees Act 1993 (CGA).

Our express warranty excludes accidental, physical or liquid damage, misuse or abuse, unauthorised repairs or modifications, normal wear and tear, normal battery degradation, accessories/chargers, and software-related matters unless specifically stated otherwise. These are exclusions from SmartGear's express warranty only — your rights under the Consumer Guarantees Act 1993 are not affected. See our full Warranty & Repairs policy.

Contact us with your order or invoice details and a clear description of the issue. We may ask you to complete troubleshooting and may require the device to be returned for inspection and testing before we can determine the cause and appropriate next step. Please back up your data and remove passwords or activation locks when requested.

Yes — physical and accidental damage isn't covered by our express warranty, but we can usually provide a paid repair quote. Contact us with photos of the damage and we'll advise the next step.

Rechargeable batteries naturally lose capacity with age, charging cycles and use, so normal battery degradation is excluded from SmartGear's express warranty. If a battery develops an abnormal or premature fault, contact us so we can assess it. Any rights that apply under the Consumer Guarantees Act 1993 remain unaffected.

Chargers, charging cables, cases, screen protectors and other accessories are excluded from SmartGear's express warranty unless the product listing specifically states otherwise. This does not remove any statutory rights that may apply under the Consumer Guarantees Act 1993.

The expiry of SmartGear's express warranty does not by itself determine whether you have rights under the Consumer Guarantees Act 1993. Contact us with the order details and the issue and we can assess the circumstances.

Not necessarily. The appropriate remedy depends on the nature and severity of the issue and the applicable law. We may need to inspect and test the product first so we can identify the cause and determine the appropriate remedy.

We don't offer change-of-mind returns, so please choose carefully. Faulty items are handled separately below.

Please contact us as soon as you notice a fault. We may ask you to complete troubleshooting or return the item for inspection and testing. The appropriate remedy depends on the nature and severity of the issue and the applicable law. Your rights under the Consumer Guarantees Act 1993 are not affected by SmartGear's express-warranty terms.

We'll contact you straight away with a similar alternative or a full refund — whichever you prefer.

Every device goes through multi-point functional testing and inspection, is cleaned, and is graded for cosmetic condition. Battery health, functional status, and any cosmetic marks are noted on the individual listing.

“As New” describes the cosmetic/physical condition of the device. It does not by itself mean the device is New Zealand-new or a particular regional model. Model number, import status and other relevant details are stated separately on the product listing.

Network status is listed per device — check the product listing or ask us before buying if you need compatibility with a specific network.

This varies by listing — many include a new case, glass screen protector, and charging cable. Check the individual product page for exact inclusions.

Most devices support New Zealand networks. VoLTE and specific band/network compatibility can matter, particularly on older or imported models, so check the individual listing or ask us before buying if compatibility with a particular network is essential.

Some models support dual-SIM — check the individual product listing for details.

Compatibility depends on the device and network, particularly VoLTE support. Check the individual listing or contact us before purchase if you need confirmation for a specific New Zealand network.

Not necessarily. Imported devices can retain overseas carrier branding or regional software even when they are network-unlocked. Carrier branding by itself does not establish that a phone is network locked. Check the individual product listing for model/import information and contact us before purchase if compatibility with a specific New Zealand network is important to you.

It means the device was originally intended for an overseas market rather than being supplied as a New Zealand-new model. Imported devices can have overseas regional or carrier firmware/branding, and software-update delivery or some network features can differ from NZ-new models. Where relevant, check the model and import information on the listing or ask us before purchase.

Many everyday apps may still work, but some newer apps and updates require a newer iOS or iPadOS version. If an app was previously downloaded on the same Apple Account, the App Store may offer the last compatible version where the developer still provides it. Some services may also work through a web browser. App availability and compatibility can change and cannot be guaranteed. Read our Older Apple Devices & App Compatibility Guide.

Yes — we buy iPhones, Samsung phones, iPads and tablets, MacBooks, Windows laptops, Chromebooks, and smartwatches.

Send us your device details and photos for an estimate, then ship it (approved trade-ins may qualify for a prepaid courier label) or drop it off by appointment in New Lynn. Payment is made by bank transfer or store credit once your device is approved.

Yes — schools, offices, and businesses can trade in bulk laptops, Chromebooks, and phones.

Back up your data, sign out of iCloud or your Google account, turn off Find My iPhone / Find My Device, and factory reset the device if possible.

Yes, it's your choice — we can pay by bank transfer or as store credit toward your next purchase.

Yes, both directions — we buy bulk devices from schools and businesses, and can also quote bulk Chromebook or laptop orders for education and business customers.

We assess functionality, cosmetic condition, battery health, screen and housing damage, repair history and parts, specifications, accessories, account or network locks, and current resale demand. Devices are generally grouped as Excellent, Good, Fair, or Faulty/Damaged. The online estimate is provisional and the final grade is confirmed after physical inspection and testing. View the full Trade-In grading guide.

Yes, mobile repair services are available — contact us for details.

VoLTE allows calls over 4G networks and is important as New Zealand networks retire older 3G services. Check the individual device/network compatibility if you're purchasing an older or imported phone.

Yes, contact our team or visit us by appointment.

Back up your data and try a factory reset first. If the issue keeps happening after that, contact us and we'll arrange an assessment.

Update availability and delivery can depend on the manufacturer, exact model, region and carrier software. Imported devices can receive updates differently from New Zealand-new models, and some may require the manufacturer's desktop software rather than a normal over-the-air update. SmartGear does not control manufacturer or carrier update schedules. If an update appears stuck, contact us with the exact model and current software version so we can help assess it.

New Lynn, Auckland — we ship New Zealand-wide.

Yes, SmartGear NZ is a licensed second-hand dealer.

Email hello@smartgearnz.co.nz for general questions, admin@smartgearnz.co.nz for trade-in enquiries, or call/text 021 0261 2526.

Since 2018 — we're a Kiwi-owned, Auckland-based business.