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 Team

Our 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.

For store credit, no deduction fees will apply — with the sole exception of Brand New items where the original seal pack has been removed (5% deduction fee will apply).

Consumer Protection & Legal Rights: This Cancellation and Change of Mind Policy is an additional service benefit offered by TechCrazy and does not limit, exclude, or modify any rights or remedies available to consumers under the Consumer Guarantees Act 1993 (CGA), the Fair Trading Act 1986 (FTA), or other applicable New Zealand laws. This policy and its associated deductions apply exclusively to discretionary Change of Mind returns and cancellations, and do not apply where a product is faulty, misdescribed, unfit for purpose, or fails to meet statutory consumer guarantees.

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:

In-Ear Earbuds & Headphones

Personal Hygiene Products

SIM Cards & Top-Ups

VR Headsets

Digital Software & Licenses

Unsealed Hygiene Items

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.

If the product received is faulty, please notify us within the 14-day window so that proper actions can be taken.

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.

Original Retail Packaging All Accessories & Manuals Promotional Freebies & Gifts Proof of Purchase / Order Details

Returns & Cancellations FAQ

1. What is the Cancellation and Change of Mind window?

You can submit an order cancellation or Change of Mind return request within 14 days of receiving your item, provided it meets our eligibility guidelines.

2. What deduction fees apply to cancellations or returns?

Brand New items returned sealed/unopened incur a 10% deduction. Brand New items returned opened/unsealed incur a 15% deduction. All Refurbished, Open-Box, Pre-Owned, and Conditioned products incur a 10% deduction fee. However, if you opt for store credit, standard deductions are waived (only a 5% fee applies for Brand New items returned open-boxed).

3. Do I need to return promotional freebies or gifts?

Yes. Any freebie, bonus item, or promotional gift listed on your order details must be returned in original, unused condition. Missing freebies will be deducted at retail value from your credit.

4. Who covers return postage for Change of Mind or Cancellations?

The customer is solely responsible for safely returning the product to TechCrazy, whether via postal service, trackable courier, or in-person store drop-off. TechCrazy does not cover return postage costs.

5. Are shipping or service fees refundable?

No. Original delivery fees, shipping/freight charges, service fees, or repair fees are strictly non-refundable for Change of Mind returns or order cancellations.

6. Can smartwatches or wearable devices be returned?

Yes! Smartwatches and wearable devices are accepted for return/exchange within the 14-day window provided they are in original condition and subject to standard deduction policies. In-ear devices/earbuds remain non-returnable for hygiene reasons.

7. How long does a refund take for a verified faulty product?

Once the item is inspected and verified as faulty under Consumer Guarantees Act guidelines, approved refunds take approximately 15 working days to process back to your original payment method.

8. What if my product is faulty?

If the product received is faulty, please notify us within 14 days so that proper actions can be taken.