Returns, Exchanges & Warranty Policy

Last updated: 15 July 2026

At TechUp, we want you to shop with confidence. This policy explains our 30-day change-of-mind returns, exchanges, warranty process and support for faulty or damaged products.

30-Day Change-of-Mind Returns and Exchanges

We offer a 30-day change-of-mind return or exchange on eligible products.

To qualify:

• You must contact us within 30 days of receiving your order.
• The product must be returned in the same condition in which it was received, without additional damage, wear or alteration.
• All accessories, components and packaging supplied with the product must be returned.
• Device accounts, passwords and activation locks must be removed.
• Valid proof of purchase must be provided.

Change-of-mind returns are subject to inspection and approval after the product has been received.

Brand-New and Sealed Products

Brand-new products supplied in sealed packaging are not eligible for a change-of-mind return once the packaging has been opened, unless the product is faulty or your rights under New Zealand consumer law apply.

Change-of-Mind Return Shipping

Customers are responsible for arranging and paying for shipping when returning a product because they have changed their mind.

Please use a tracked shipping service and package the product securely. TechUp is not responsible for damage caused by inadequate packaging during a customer-arranged return.

Exchanges are subject to product availability. Our support team will advise you of any applicable price difference before proceeding.

New Zealand retailers are not legally required to accept returns solely because a customer has changed their mind, so the eligibility requirements above form part of TechUp’s additional 30-day return policy.

Refunds

Approved refunds will be processed after the returned product has been received and inspected.

Refunds will normally be issued to the original payment method. The time taken for the funds to appear may depend on the customer’s bank or payment provider.

If a returned product does not meet the change-of-mind eligibility requirements, we will contact you before taking further action.

12-Month Warranty

Unless otherwise stated on the product listing, products purchased from TechUp New Zealand include a 12-month warranty beginning from the invoice date.

This warranty is provided in addition to your rights under the Consumer Guarantees Act 1993. Consumer rights may continue beyond the stated 12-month warranty period where a product would reasonably be expected to last longer.

How to Make a Warranty Claim

Before returning a product, contact our support team:

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

Please provide:

• Your order number or proof of purchase
• A clear description of the issue
• When the issue first occurred
• Any relevant photos or videos
• Details of troubleshooting already completed

Our support team may ask you to complete basic troubleshooting or provide further information before approving the return.

Please do not send a product back without first receiving return approval and instructions from TechUp.

Covered Warranty Return Shipping

Once a potential warranty claim has completed the initial troubleshooting process and the return has been approved, TechUp will provide a prepaid tracked return shipping label.

If our assessment confirms a fault covered by the warranty or the Consumer Guarantees Act, TechUp will cover shipping both ways.

Customers may also return an approved warranty claim to our Auckland facility during business hours, but must contact us before visiting.

If no covered fault is found, or the issue was caused by accidental damage, liquid damage, misuse or another excluded cause, the customer may be responsible for:

• Shipping the product back to them
• Any reasonable inspection or assessment charge disclosed before proceeding

Official New Zealand guidance states that return delivery costs for faulty online purchases are recoverable from the supplier, while inspection or return costs may apply when consumer guarantees have not been breached.

Warranty Assessment and Resolution

We aim to assess and resolve most approved warranty claims within 5–7 business days after receiving the product.

Some claims may take longer due to:

• Replacement-part availability
• The complexity of the issue
• Additional testing requirements
• Third-party technician or manufacturer assessment
• Replacement product availability

We will keep you updated if additional time is required.

Depending on the nature and seriousness of the issue, an appropriate remedy may include:

• Repair
• Replacement
• Refund

Any remedy required under the Consumer Guarantees Act will be provided at no charge and within a reasonable time. The available remedy can depend on whether the failure is minor or substantial.

Warranty Exclusions

The TechUp warranty does not cover faults or damage caused by:

• Accidental or physical damage occurring after delivery
• Liquid or moisture exposure
• Misuse, neglect or improper handling
• Failure to follow reasonable care or operating instructions
• Unauthorised repairs, modifications or alterations where they caused or contributed to the issue
• Damage caused by incompatible accessories, chargers or power supplies
• Loss, theft or deliberate damage
• Normal cosmetic wear consistent with the product’s disclosed condition
• Normal battery capacity reduction consistent with the device’s age and previous use

A warranty claim will not automatically be declined merely because a device shows normal signs of previous use. Each claim will be assessed according to the reported fault, the device’s age, condition, purchase price and the circumstances of the issue.

These exclusions do not limit any remedy that the customer is entitled to under the Consumer Guarantees Act. The CGA also applies to second-hand goods sold by a business, although the product’s age, price and disclosed condition are relevant when determining acceptable quality.

Preparing a Device for Return

Before returning a phone, tablet, computer or smartwatch, please:

• Back up any important data
• Sign out of personal accounts
• Disable Find My iPhone, Find My Device or similar services
• Remove passcodes, passwords and activation locks
• Remove SIM cards and memory cards
• Include all accessories requested by our support team
• Package the product securely

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

Proof of Purchase

Proof of purchase may include:

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

An original paper receipt is not the only acceptable form of proof of purchase. Official guidance recognises receipts, email confirmations, contracts and bank or credit-card transaction records as possible evidence.

Packaging for Faulty Products

Original retail packaging is not required to make a valid faulty-product claim.

However, the product must be packaged securely for transit. Where available, customers should use the original shipping packaging or another appropriately protective box.

New Zealand Consumer Protection guidance confirms that a faulty electronic device does not have to be returned in its original packaging for a remedy.

Products Damaged During Delivery

Every order is inspected and securely packaged before dispatch. If your parcel or product arrives damaged, contact us as soon as possible at support@techup.nz.

Where possible, please notify us within 48 hours of delivery so we can promptly investigate the matter with the courier.

Please provide:

• Your order number
• Photos of the external packaging and courier label
• Photos of the internal packaging
• Clear photos or a video showing the damage

Please keep the product and all packaging until our team has reviewed the claim.

The requested 48-hour notification period helps us investigate courier damage. It is not an absolute deadline and does not limit your rights under New Zealand consumer law.

Consumer Guarantees Act

Nothing in this policy excludes, restricts or limits any rights or remedies available under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable New Zealand law.

The Consumer Guarantees Act sets minimum guarantees for goods sold by New Zealand businesses and may provide customers with a repair, replacement or refund when those guarantees are not met.

Contact Us

For returns, exchanges or warranty assistance, contact:

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

Return address:
Unit C5, 417 East Tamaki Road
Auckland 2013
New Zealand

Please contact us and receive approval before sending or dropping off a return.

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