TechUp Protect

24-Month Extended Warranty and Accidental Damage Protection

TechUp Protect is an optional paid protection plan for eligible devices purchased from TechUp New Zealand.

It provides:

• A defined 24-month protection period from the original device purchase date
• An additional 12 months of contractual breakdown protection after TechUp’s standard 12-month warranty
• Accidental physical and liquid damage protection during the plan period
• Covered tracked shipping for approved claims
• Repair, replacement or another remedy in accordance with these terms

Terms, exclusions, service fees and benefit limits apply.

Important Consumer Information

Your rights under the Consumer Guarantees Act

When you purchase a product from TechUp for personal or household use, you automatically receive protections under the Consumer Guarantees Act 1993 at no additional cost.

These protections include guarantees that products must:

• Be of acceptable quality
• Be reasonably durable
• Be fit for their intended or disclosed purpose
• Match their description

Depending on the nature of a failure, remedies may include repair, replacement, refund or compensation.

Consumer Guarantees Act rights do not have a fixed 12-month expiry date. The reasonable lifespan of a product can depend on its type, age, condition, price and other relevant circumstances.

How TechUp Protect differs

TechUp Protect is optional and requires payment.

It provides:

• A defined contractual protection period of 24 months
• Additional certainty during months 13–24
• Protection for eligible accidental physical and liquid damage, which is generally not covered where the damage was caused by the customer
• Covered tracked shipping for approved claims
• A clearly defined service and resolution process

TechUp Protect does not replace, restrict or reduce any rights available under the Consumer Guarantees Act.

When an issue may be covered by the Consumer Guarantees Act, TechUp will assess those rights separately before applying the TechUp Protect terms, service fee or benefit limit.

Five-working-day cancellation right

You may cancel TechUp Protect within five working days after receiving a copy of your Invoice.

You may cancel by contacting TechUp verbally or in writing. If cancelled within this period, you are entitled to a full refund of the amount paid for TechUp Protect.

Cancelling TechUp Protect does not automatically cancel the purchase of the covered device. 

Your TechUp Protect warranty: 

Your TechUp Protect confirmation or plan certificate forms part of this agreement.

It must identify:

• The covered device
• Device model
• IMEI or serial number where available
• Original order number
• Original device purchase price
• TechUp Protect price
• Plan commencement date
• Plan expiry date
• Original purchaser

The plan price will be displayed before purchase and confirmed in your order documentation.

TechUp Protect must be purchased with the eligible device unless TechUp has expressly agreed otherwise in writing.

Plan Duration

TechUp Protect begins on the original device purchase date and ends 24 months from that date.

For example, if the device is purchased on 1 August 2026, the plan expires at the end of 31 July 2028.

The first 12 months run alongside TechUp’s standard warranty and applicable Consumer Guarantees Act rights.

The additional contractual warranty period applies during months 13–24.

Accidental-damage protection applies throughout the 24-month plan period, subject to these terms.

A claim must relate to an incident or failure that occurred during the active plan period.

What TechUp Protect Covers

Mechanical and Electrical Failure

TechUp Protect covers eligible mechanical or electrical failures occurring through normal use during the active plan period.

Examples may include unexpected failures involving:

• Display functionality
• Charging
• Internal hardware
• Cameras
• Speakers or microphones
• Buttons
• Connectivity
• Other essential device functions

A service fee does not apply to an approved mechanical or electrical failure claim.

Before assessing a breakdown under TechUp Protect, TechUp will consider whether the issue is already covered by the Consumer Guarantees Act, TechUp’s standard warranty or another applicable warranty.

Accidental Physical Damage

TechUp Protect covers eligible physical damage caused by a sudden and unexpected accidental event.

Examples may include:

• An accidentally dropped device
• An accidentally cracked display
• Accidental impact damage
• Other one-off accidental physical damage affecting functionality

Cosmetic marks that do not materially affect the device’s operation are not covered.

Accidental Liquid Damage

TechUp Protect covers eligible damage resulting from a sudden and unexpected accidental exposure to liquid.

It does not cover:

• Repeated or prolonged liquid exposure
• Deliberate exposure to water or liquid
• Damage resulting from continued use after liquid exposure
• Corrosion caused by neglect or failure to seek assistance within a reasonable time
• Use in conditions unsuitable for the device

Any original manufacturer water-resistance rating applied when the device was new and is not guaranteed for a pre-owned or refurbished device.

Accidental-Damage Service Fee

A service fee applies to every approved accidental physical or liquid damage claim.

The service fee is 15% of the original price paid for the covered device, after product discounts but excluding:

• The TechUp Protect price
• Shipping charges
• Separately purchased accessories
• Other products included in the same order

The service fee:

• Applies only to approved accidental-damage claims
• Does not apply to approved mechanical or electrical failure claims
• Is payable after the claim is approved and before repair or replacement begins
• Is not payable when an accidental-damage claim is declined

Payment of the service fee does not guarantee that the device can be repaired. Where repair is not practical, TechUp may provide an equivalent replacement or another remedy under these terms.

Benefit Limit

The maximum total value of benefits available under TechUp Protect is the original price paid for the covered device.

Repair, replacement, refund and store-credit amounts provided under TechUp Protect may count towards this limit.

The following do not increase the benefit limit:

• Service fees
• TechUp Protect purchase price
• Shipping costs paid by TechUp
• Accessories purchased separately

TechUp will inform you when an approved claim is expected to use the remaining benefit available under the plan.

TechUp Protect ends when:

• The 24-month term expires
• A replacement is provided that exhausts the available benefit
• A refund or store credit equal to the applicable remaining benefit is issued
• The total value of approved claims reaches the original device purchase price

Consumer Guarantees Act remedies are not restricted by this contractual benefit limit.

Making a Claim

Contact TechUp before sending or delivering the device.

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

Please provide:

• Your name and contact information
• Order number or proof of purchase
• Device model
• IMEI or serial number where available
• A clear explanation of what happened
• The date the issue or accidental event occurred
• Clear photographs or videos where requested

Claims should be submitted as soon as reasonably possible after an issue or accidental event occurs.

TechUp may request reasonable troubleshooting, diagnostic information or additional photographs before approving the device for return.

Do not arrange an unauthorised repair before TechUp has assessed your claim.

Shipping for Claims

Once a potential claim has completed initial troubleshooting or verification and the return has been approved, TechUp will provide a prepaid tracked return shipping label for New Zealand addresses.

For an approved claim, TechUp will cover tracked shipping:

• From the customer to TechUp
• From TechUp back to the customer

The customer must package the device securely and follow the supplied return instructions.

If no covered issue is found, or the claim relates to an excluded cause, the customer may be responsible for:

• Shipping the device back to them
• Any reasonable assessment charge disclosed and accepted before further work is completed

Customers may also deliver an approved claim to TechUp’s Auckland facility during business hours after arranging this with the support team.

Assessment and Resolution

TechUp will inspect and test the device after it is received.

We aim to assess and resolve most claims within 5–7 business days after receiving the device. Some claims may take longer because of:

• Parts availability
• Complex diagnosis
• Liquid-damage assessment
• Additional testing
• Technician availability
• Replacement-device availability

TechUp will provide updates when additional time is required.

Depending on the claim and remaining benefit limit, TechUp may provide:

1. Repair
2. Replacement
3. Refund or store credit

This plan does not restrict remedies available separately under the Consumer Guarantees Act.

Repairs

Where practical, TechUp may repair the covered device.

Repairs may use:

• Genuine components
• Refurbished genuine components
• High-quality compatible components

The type of part used may depend on availability, compatibility, product age and the nature of the repair.

Any replacement component must be suitable for the device and restore the relevant functionality.

Replacement Devices

Where repair is not practical or economical, TechUp may provide a replacement device.

The replacement will have reasonably comparable:

• Technical specifications
• Storage capacity
• Functionality
• Cosmetic condition

The exact model, colour or regional variant may differ where an identical product is unavailable.

A replacement may be pre-owned or refurbished unless the original covered product was Brand New and a different remedy is required under applicable consumer law.

The replacement device is covered for the remaining portion of the original TechUp Protect term. Receiving a replacement does not restart the 24-month period.

Once a replacement is accepted, the original damaged or faulty device becomes the property of TechUp.

Refunds and Store Credit

Where repair and replacement are not reasonably available, TechUp may provide a refund or store credit up to the remaining TechUp Protect benefit.

Any cash refund will normally be returned through the original payment method where reasonably possible.

Once a final refund or store credit exhausting the available benefit has been provided:

• The covered device becomes the property of TechUp
• TechUp Protect ends
• No further claims may be made under the plan

This section does not limit any different refund rights available under the Consumer Guarantees Act.

What Is Not Covered

TechUp Protect does not cover:

Loss or Theft

• Lost devices
• Stolen devices
• Devices that cannot be returned to TechUp for assessment

Cosmetic Wear

• Scratches, scuffs or dents that do not affect functionality
• Normal cosmetic deterioration
• Discolouration or finish wear
• Damage present and disclosed when the device was purchased

Normal Battery Degradation

Normal reduction in battery capacity resulting from age and ordinary use is not covered.

A battery may be considered where it has suffered an unexpected functional failure rather than normal gradual capacity reduction. Battery claims remain subject to assessment, the device’s age and relevant Consumer Guarantees Act rights.

Misuse, Abuse or Neglect

• Deliberate or reckless damage
• Improper handling
• Crushing, bending or excessive force
• Failure to take reasonable steps to prevent further damage
• Continued use after serious physical or liquid damage
• Use contrary to manufacturer or TechUp instructions

Unauthorised Repairs or Alterations

Damage caused or contributed to by:

• Unauthorised repair
• Third-party modification
• Unapproved parts
• Improper opening or disassembly
• Software or hardware alteration

A claim will not automatically be declined merely because another repair has previously occurred. The unauthorised work must have caused or contributed to the claimed issue.

Software and Account Issues

• Forgotten passwords
• Activation locks
• Account access problems
• Third-party application issues
• Malware
• Unsupported software modifications
• Data corruption not caused by a covered hardware failure

Accessories and Consumable Items

Unless specifically included in the plan certificate:

• Cases
• Screen protectors
• Cables
• Chargers
• Styluses
• Replacement straps
• SIM cards
• Memory cards
• Other accessories

Other Exclusions

• Damage existing before TechUp Protect was purchased
• Manufacturer recalls or known safety recalls
• Damage resulting from fire, flood or natural disaster
• Commercial or industrial use not disclosed at purchase
• Fraudulent or misleading claims
• Missing or altered IMEI or serial numbers
• Damage arising from unlawful activity
• Consequential or indirect losses, subject to applicable law

Preparing the Device for Assessment

Before returning the device:

• Back up important data
• Sign out of personal accounts
• Disable Find My iPhone, Find My Device or equivalent services
• Remove passwords, passcodes and activation locks
• Remove SIM cards and memory cards
• Remove cases and accessories unless requested
• Package the device securely

Testing or repair may require the device to be reset, restored or have components replaced.

TechUp does not guarantee that customer data will be retained during assessment, repair or replacement. Customers are responsible for maintaining appropriate backups.

Proof of Purchase

A claim requires information allowing TechUp to verify the purchase and plan.

Acceptable evidence may include:

• TechUp invoice
• Order confirmation
• TechUp Protect certificate
• Relevant bank or card transaction
• Other information that allows TechUp to locate the order

An original paper receipt is not the only acceptable form of proof of purchase.

Non-Transferable Plan

TechUp Protect applies only to:

• The device identified in the plan certificate
• The original purchaser

The plan cannot be transferred to another device or owner without TechUp’s written agreement.

Selling, gifting or transferring the device does not automatically transfer TechUp Protect.

Plan Cancellation

During the cooling-off period

You may cancel within five working days after receiving the agreement and receive a full refund of the TechUp Protect price.

Contact TechUp by email or phone and clearly state that you are cancelling the plan.

After the cooling-off period

TechUp Protect is generally not refundable after the five-working-day cancellation period unless:

• Required by law
• TechUp agrees otherwise
• The associated device order is validly cancelled and no claim has been made
• The plan was incorrectly supplied or misrepresented

Consumer Law

TechUp Protect is additional to your rights under the:

• Consumer Guarantees Act 1993
• Fair Trading Act 1986
• Other applicable New Zealand laws

Nothing in these terms excludes, restricts or modifies rights that cannot legally be excluded or restricted.

Contact TechUp

For claims, cancellations or assistance:

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