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.

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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.

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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!