Returns, Faults & Exchanges
SmartGear NZ wants problems with an order resolved fairly and promptly. Your rights under the Consumer Guarantees Act 1993 (CGA) are not affected by this policy.
Change of mind
New Zealand law does not provide an automatic right to a refund or exchange simply because you change your mind, your circumstances change, or you find a cheaper option elsewhere. If a listing, promotion or written SmartGear offer includes a specific change-of-mind return right, the terms of that offer will apply.
If there is a fault
Please contact us with your order details and a clear description of the issue. We may ask for troubleshooting information, photos or video before arranging an assessment or return.
Where a problem can be remedied, the CGA generally allows the supplier an opportunity to remedy it within a reasonable time. Depending on the circumstances, this may involve repair, replacement or refund. Where a failure cannot be remedied or is of a substantial character, the remedies available under the CGA may include rejecting the goods and choosing a refund or replacement, subject to the Act.
Assessment
Returned devices may need inspection and testing so we can establish the cause of the problem and the appropriate remedy. Accidental or physical damage, liquid damage, misuse, alterations or third-party work that caused the problem may affect whether a claim is covered. A fault or condition that was specifically disclosed before purchase is also relevant to the assessment.
Packaging and data
You do not need original retail packaging to exercise applicable CGA rights. Please package devices securely for transport. Before returning a phone, tablet or computer, back up important data where possible and remove personal account or activation locks when requested. SmartGear is not responsible for data loss arising from testing, repair, replacement or device reset where loss could not reasonably be avoided.
How to start a return or fault claim
Contact hello@smartgearnz.co.nz with your order number, device details and the issue. Do not send a device back without contacting us first, as we may need to provide return instructions or troubleshoot the issue before shipment.
This policy operates alongside your rights under New Zealand consumer law. Nothing in it is intended to exclude rights that cannot lawfully be excluded.