Exchange or Refund Policy
Returns & Exchange Policy
Clear, transparent information regarding statutory consumer guarantees, order cancellation terms, return conditions, freebie policies, and our 14-day exchange policy.
Need to cancel an order or start a return?
Email our dedicated returns team with your order number or order details along with photo or video evidence of the item.
Please make sure to read our policy below before initiating the process.
Contact Returns TeamOur Cancellation & Exchange Policy
14-Day Cancellation, Exchange & Return Window: Orders may be cancelled, returned, or exchanged within 14 days of receipt, subject to standard restocking and processing deductions depending on the product condition upon return or cancellation.
- Return Condition & Deductions: A 15% deduction applies to Brand New items returned unsealed or open-box. A 10% deduction applies to Brand New items returned sealed and unopened, as well as open-box, refurbished, pre-owned, and conditioned devices.
- Exchange Options: If no suitable item is available for exchange, a refund may be issued to the original payment method after deduction, or you could opt for store credits.
- Return Freight Responsibility: Customers changing their mind or cancelling after dispatch are solely responsible for returning the product safely to TechCrazy (via trackable courier or in-person store drop-off). TechCrazy does not cover return postage or freight costs.
- Non-Refundable Surcharges: Any initial delivery fees, shipping/freight charges, service fees, or repair charges on the original order are strictly non-refundable for Change of Mind returns or order cancellations.
- Freebies & Bundled Promotional Items: All promotional gifts, bonus items, or freebies received with the product under any active promotion must be returned in their original, unused condition. Every return is verified against your original order details. Missing freebies or damaged promotional items will be deducted at full retail value from store credit or exchange balances.
Non-Returnable Items
Under New Zealand Health and Safety regulations, hygiene policies, and digital licensing, the following items cannot be cancelled, returned, or exchanged for Change of Mind once opened/unsealed:
Faulty or Damaged Products (Consumer Guarantees Act)
We operate fully in accordance with the Consumer Guarantees Act 1993 (CGA). Claim assessments and statutory remedies (repair, replacement, or refund) are determined following technical inspection.
Damaged in Transit
Notify us within 24 hours of delivery with clear photo/video proof of outer packaging and device damage for carrier claim submission.
Incorrect Item Sent
Notify us within 7 days. Incorrectly supplied items must remain unused, sealed, and in resalable condition.
Refund Timeline
Approved fault refunds are processed back to the original payment account within approximately 15 working days after item receipt and verification.
Warranty, Testing & Order Verification Terms
- Order Verification: Every return or cancellation is thoroughly cross-referenced against your official order details to confirm purchase date, item condition, serial numbers, and any included promotional freebies or bonus items.
- Warranty Evaluation: Eligible warranty claims are assessed for repair, replacement, or credit following thorough technical evaluation by our service team.
- Testing & Inspection Fees: If a product returned under a fault claim is tested and found to be operating normally (NO FAULT FOUND) or has sustained physical/liquid damage, a $49 technical testing fee and return freight charges will apply.
- Special Orders: Products ordered specially upon customer request are non-refundable and excluded from Change of Mind exchanges and cancellations.
Before Sending Your Item Back:
Ensure your item is safely packaged with all component contents verified on your order summary.