Consumer Guarantees Act – Your Rights

TechUp is committed to meeting its obligations under the Consumer Guarantees Act 1993.

The Consumer Guarantees Act, commonly known as the CGA, provides minimum legal protections when consumers purchase products from New Zealand businesses.

These rights apply in addition to TechUp’s warranty and may continue beyond the stated warranty period where a product would reasonably be expected to last longer.

The CGA also applies to eligible second-hand products purchased from a business. A product’s age, price, disclosed condition and previous use may be considered when determining what constitutes acceptable quality.

Guarantees That Apply to Products

Products supplied by TechUp for personal or household use must meet the guarantees required by New Zealand law.

Depending on the product and circumstances, this generally means the product must:

• Be of acceptable quality
• Be reasonably safe and durable
• Be suitable for its normal intended purpose
• Be suitable for a particular purpose made known to us before purchase
• Match its description
• Match any sample or demonstration model where applicable
• Arrive in acceptable condition where TechUp arranges delivery

What is considered acceptable can depend on factors such as the product’s age, price, condition grade, description and whether it was sold as Brand New, Open Box, Pre-Owned or Refurbished.

If a Product Develops a Fault

Contact TechUp as soon as reasonably possible if you believe a product does not meet a consumer guarantee.

Please provide:

• Your order number or other proof of purchase
• A clear description of the issue
• When the issue began
• Relevant photos or videos where available
• Details of any troubleshooting already completed

Our support team may ask you to complete reasonable troubleshooting before approving the product for return.

Please do not send a product to us without first receiving return approval and instructions.

Email: support@techup.nz
Phone: 09 218 7841

Return Shipping for Potential Faults

After initial troubleshooting or verification, TechUp will provide a prepaid tracked return label for an approved potential warranty or Consumer Guarantees Act claim.

If our assessment confirms a covered fault, TechUp will pay shipping both ways.

If no covered fault is found, or the issue was caused by accidental damage, liquid damage, misuse or another cause that is not a breach of a consumer guarantee, the customer may be responsible for return shipping and any reasonable assessment cost disclosed before proceeding.

Repair, Replacement or Refund

The remedy available depends on the nature and seriousness of the problem.

Problems That Can Be Remedied

Where the problem can be fixed within a reasonable time, TechUp may choose to:

• Repair the product
• Replace the product
• Provide a refund

Serious Problems

Where the failure is serious, cannot be remedied, or is not resolved within a reasonable time, the customer may be entitled to reject the product and choose an available remedy under the Consumer Guarantees Act, which may include a replacement or refund.

A serious failure can include a product that:

• A reasonable customer would not have purchased had they known about the issue
• Significantly differs from its description
• Is substantially unfit for its normal or stated purpose and cannot easily be remedied
• Is unsafe

The correct remedy depends on the circumstances of each claim.

Warranty Periods and Consumer Rights

TechUp provides a 12-month warranty on products unless otherwise stated in the individual product listing.

This warranty does not replace or restrict the Consumer Guarantees Act.

CGA rights do not automatically expire when TechUp’s 12-month warranty ends. Whether a product should remain functional for longer depends on factors including:

• Product type
• Age and previous use
• Purchase price
• Condition when sold
• Representations made in the product listing
• The nature of the fault

TechUp will assess claims received outside the stated warranty period in accordance with applicable consumer law.

When the Consumer Guarantees Act May Not Provide a Remedy

A customer may not be entitled to a remedy where the problem was caused by circumstances such as:

• Accidental or physical damage after delivery
• Liquid or moisture damage after delivery
• Misuse, neglect or improper handling
• Failure to follow reasonable operating or care instructions
• Unauthorised repair or modification that caused or contributed to the issue
• Normal cosmetic wear consistent with the product’s disclosed condition
• Normal battery degradation consistent with the product’s age and use
• A fault or limitation clearly disclosed before purchase

A claim will not automatically be declined merely because a device has previously been repaired. TechUp will consider whether that repair caused or contributed to the reported issue.

Change-of-Mind Returns

The Consumer Guarantees Act does not generally require a business to accept a return simply because a customer has changed their mind.

TechUp separately provides a 30-day change-of-mind return or exchange option on eligible products, subject to the conditions in our Returns, Exchanges & Warranty Policy.

This additional policy does not limit the customer’s rights where a product is faulty, damaged in delivery or incorrectly described.

Proof of Purchase

Customers must provide information that allows TechUp to confirm the purchase.

Acceptable proof may include:

• A TechUp invoice or receipt
• An order confirmation email
• A bank or card transaction record
• Other information that allows us to locate and verify the order

An original paper receipt is not necessarily required where the purchase can be established through other reasonable evidence.

Preparing a Device for Assessment

Before returning a phone, tablet, laptop, smartwatch or other device, please:

• Back up important files and personal information
• Sign out of personal accounts
• Disable Find My iPhone, Find My Device or equivalent services
• Remove activation locks, passwords and passcodes
• Remove SIM cards and memory cards
• Include only the accessories requested by our support team
• Package the device securely

Testing, repair or replacement may require the product to be reset or restored. TechUp cannot guarantee that customer data will be retained.

Privacy and Device Access

TechUp handles personal information in accordance with the Privacy Act 2020 and our Privacy Policy.

Where possible, customers should remove passwords and device locks before returning a product.

If access credentials are genuinely required for diagnosis or repair, TechUp will explain:

• Why the information is required
• Who may access it
• Whether it will be shared with an approved repair provider
• How it will be protected
• When it will be deleted

TechUp will only collect personal information reasonably necessary to assess or complete the claim.

Your Consumer Rights Are Not Restricted

Nothing on this page, in TechUp’s warranty, or in any other TechUp policy excludes, restricts or limits rights and remedies that cannot legally be excluded under the:

• Consumer Guarantees Act 1993
• Fair Trading Act 1986
• Privacy Act 2020
• Other applicable New Zealand law

Further Information

More information about consumer rights is available from the New Zealand Government’s Consumer Protection service.

Customers can also review our:

• Returns, Exchanges & Warranty Policy
• Shipping & Delivery Policy
• Privacy Policy
• Device Condition & Grading Guide
• Common Questions

Contact TechUp

For assistance with a faulty product or consumer-rights enquiry:

TechUp Limited
Unit C5, 417 East Tamaki Road
Auckland 2013
New Zealand

Email: support@techup.nz
Phone: 09 218 7841
Support hours: Monday to Friday, 9:00 AM–5:30 PM
Closed: Weekends and public holidays