Return & Exchange Policy

At TechUp, we want you to shop with confidence. If you're not completely satisfied with your purchase, we offer a 14-day return or exchange policy for all Pre-Owned and Refurbished products, provided they are returned in their original condition with the invoice or order confirmation.

Exceptions

🚫 Brand New Sealed Products are not eligible for return unless faulty.
🚚 Customers are responsible for return shipping costs on ‘change of mind’ returns.
✅ If the device is damaged or faulty, we will provide a prepaid return shipping label, so you won’t incur return shipping costs.

12-Month Return-to-Base Warranty

For added peace of mind, we offer a 12-month return-to-base warranty on all products (unless otherwise stated). The warranty starts from the invoice date and lasts 365 days.

How to Claim a Warranty

📩 Contact us to initiate a claim—our team will guide you through the process.
🔧 Once we receive and validate the issue:
✔️ Repair or replacement will be completed within 5–7 working days.
✔️ If repair or replacement is not possible, we will issue a refund.

Note: Warranty repairs may take up to 5–7 working days, unless otherwise notified.

Warranty Exclusions

The warranty will be void if the device has:
❌ Physical or liquid damage
❌ Been tampered with
❌ Undergone unauthorized repairs, modifications, or alterations by third-party technicians

Required Documents for Warranty Claims

To process your claim, you must provide:
📄 The original receipt or a copy of the order confirmation email.
⚠️ Claims cannot be processed without proof of purchase.

Shipping Costs for Warranty Claims

📦 Customers must cover the cost of sending the device to our facility.
🚚 TechUp will cover the return shipping for repaired or replacement devices.

Damaged Item Policy

At TechUp, every device undergoes thorough inspection and secure packaging before shipping. While rare, transit damage can occasionally occur.

📢 If you receive a damaged device:
🔹 Report it within 48 hours of delivery at support@techup.nz.
🔹 Our customer support team will respond within 4–6 business hours.

⚠️ Important: Claims made after the 48-hour window cannot be accepted.

For further assistance, feel free to contact us. We’re here to help!