RETURNS POLICY

Not so Sure?

We trust you will be happy with your new purchase. However, if you change your mind or if your

product is faulty, please follow the guidelines below.

These policies apply to products purchased on our website (www.techpointnz.com) or from us by

telephone.

Change of Mind

At techpointnz.com we want you to be happy with your new product. As you didn't have an

opportunity to examine your product before you received it, within 7 working days from the day

after we first attempted to deliver your product we will either exchange it (in the case of a handset

only) or cancel your agreement and provide a refund as detailed below.

7 Day Return

The returns period and the following instructions apply to contract, pay-as-you-go and upgrade

orders.

If upon receiving your handset you decide you no longer want the handset or the contract, then

you can complete a 7 day return. For this to be completed you need to:

_ Contact our Returns team on 0800 Tech Point .

_ Ensure the Sim/Handset/Free gift has not been used (use signifies acceptance of your

contract)

_ Ensure item being returned is in it's original packaging

_ Contact us to arrange a return by the 6 th day of the first attempted delivery*

_ Retain a returns number which you will be supplied. NB: please do not use the handset

once a return has been authorised.

_ The returned parcel must include:

-Returns number

-Invoice (with transaction number / name and address)

-Charger, battery, manual and any other included accessories

_ Send the parcel back via special delivery

_ The warehouse must receive the parcel back within 2 days of setting up the return

_ If you paid for the handset a refund will be issued via cheque (If a pre pay handset, the

$20 top up and postage is non refundable)

_ Advise us if you have ported your number

_ If you have ported number you need to contact your network provider to retain a PAC

code

_ If you paid a deposit you will need to contact and retrieve this back from the network

provider

_ Please allow 3-5 working days from the date our warehouse receives the phone, for

disconnections to be processed

_ If the warehouse does not receive the returned item back within 7 working days from the

first attempted delivery then the return will be cancelled and the goods will be sent back

to you.

 

*The 7 days starts from the day after we first attempted to deliver your product, even if you

missed the delivery.

If when using the handset you discover you have no signal please contact our returns department

and they will liaise with the network for you. If they confirm no signal is available in this area and

the contract is within 7 days then we will be able to authorise a return for cancellation.

Duplicate Orders

If you have received a duplicate order by mistake (i.e. two handsets), please contact us straight

away to arrange returning the extra item or you could be charged for an additional contract by the

network. If you fail to contact our returns team within 7 days you may be required to pay the line

rental for the extra phone.

Arranging an Exchange

28 Day Exchange

If your original handset becomes faulty or you decide you no longer want the handset, then we

will be happy to offer a 28 day exchange.

The average turn around time of an exchange is 72 hours depending if it falls on a weekend.

If the contract is within 14 days then we can exchange the handset for a different model of the

same value.

If the contract is out of the 14 days we can only process a like for like exchange.

Physical free gifts can only be exchanged for the exact same product.

To process an exchange you need to:

_ Contact our Returns team on 0800 Tech Point .

_ Retain an exchange transaction number which you will be supplied

_ Please keep the sim card and free gift (if a handset exchange)

_ If you wish to keep any data save this elsewhere before hand

_ Ensure item being exchanged is in it's original packaging

_ The returned parcel must include:

-Exchange transaction number

-Invoice (with transaction number / name and address)

-Charger, battery, manual and any other included accessories

_ Send the parcel back via Special Delivery

_ Send the parcel back to the warehouse within 3 days of setting up the exchange

Faulty Goods

Faulty handsets (After 28 Days)

If your handset becomes faulty outside of your 28 day exchange period then a repair can be

arranged. All handsets come with 1 or 2 year manufacturer warranty

.

To action a repair you will need to:

_ Visit our store or deliver it to us with complete information.

_ When taking your phone to a store bring your invoice and proof of ID

_ Keep your sim card and memory card during the repair.

 

Repairs are usually sent out by the store as many branches do not complete repairs in house.

.

Cancelling Services

Phone Care Insurance and Gadget Support

If you are returning your handset for cancellation and you are still being provided Insurance

and/or Gadget Support, you will need to contact these companies to cancel the service. The

Tech Point are unable to cancel these for the customer due to the Data

Protection Act.

 

The Refunds, Exchange and Repair policy do not affect your statutory rights.