iGadget Return and Refund Policy

At iGadget, we want you to shop with confidence. Our Return and Refund Policy is designed to be fair and easy to understand, in line with New Zealand’s Consumer Guarantees Act 1993 (CGA) and our own warranty commitments. This policy explains how we handle change-of-mind returns, faulty or damaged items, the return process, non-returnable products, warranty coverage, and your rights under the CGA. We use plain English so you know exactly what to expect.

1. Change of Mind Returns

Changed your mind? No problem – we offer a 14-day return window for most purchases if you have second thoughts. To qualify for a change-of-mind return and full product refund, please ensure:

  • 14-Day Limit: You contact us and ship the item back within 14 days of receiving your order. Unfortunately, we cannot accept change-of-mind returns beyond this timeframe.

  • Original Condition: The item must be unused and in its original sale condition, with all original labels, packaging, and any protective films or adhesive strips intact. (For example, a screen protector cannot be returned once its protective film is removed, and a battery cannot be returned if it has been installed or used.)

  • Include All Parts/Freebies: If your purchase included any bonus items, accessories, or free gifts, these must be returned as well to receive a full refund.

  • Proof of Purchase: Please provide your order number or receipt so we can verify the purchase. We may ask for some personal details (like your name or email used for the order) to process the return and confirm your identity.

  • Refund Method: When the above conditions are met, we will refund the purchase price back to your original payment method whenever possible (or otherwise offer an alternative refund method).

  • Shipping Costs: For change-of-mind returns, you are responsible for the return shipping cost. We recommend using a tracked courier for your protection. Please note that any original shipping fees you paid on the order are non-refundable.

If all criteria are satisfied, we’ll process your refund promptly after receiving and inspecting the return. Our goal is to make sure you’re satisfied, even if the product just wasn’t right for you.

2. Faulty or Damaged Items

Your purchase is covered by robust warranty support and consumer rights. If you receive a product that is faulty, arrives damaged, or develops a defect through normal use, we will make it right.

  • On Arrival Issues (0–14 Days): If an item is dead on arrival, arrives damaged, or a defect appears within the first 14 days of delivery, contact us immediately. We will arrange for a free return (we’ll reimburse your return shipping) and offer you a replacement or full refund. In most cases, we’ll send a brand new replacement of the same item. If a replacement isn’t available, you can choose a similar item or receive a full refund for that product. We’ll cover all costs to fix the issue, including postage back to us, so you won’t be out of pocket.

  • Warranty Issues (After 14 Days): If a product develops a fault after 14 days but within the warranty period, don’t worry – we’ve got you covered under our warranty (see Section 5 below for details). In these cases, we will typically repair or replace the item in a reasonable timeframe. You’ll need to send the item back to us for assessment; after the initial two-week period, the return shipping cost is your responsibility. Once we receive the item and confirm the fault, we will repair the device or provide a replacement within about 5 business days. If the item cannot be repaired and an identical replacement is not available, we will work out a solution with you – usually a similar product or a refund if appropriate. (Please note that per our policy, refunds are generally not provided for warranty claims made after the initial 14-day window, except as required under the CGA for major failures.)

  • Damaged in Transit: If your order arrived with obvious shipping damage, please keep all packaging and notify us right away. We may need photos of the damage for our courier insurance. We will arrange a return or replacement as needed at no cost to you.

  • How to Report a Fault: In all cases of faults or damage, contact our support team as soon as possible. We will guide you through troubleshooting (if applicable) or the return process. Please do not attempt to repair the item yourself or via a third-party without our guidance, as that may void your warranty. We’re here to help and want to resolve the issue for you promptly.

Our aim is to ensure you receive a product that works as intended. We stand by the quality of our parts and accessories, and we apologize for any inconvenience caused by a faulty or damaged item. You can be confident that we will honor our obligations to repair, replace, or refund as appropriate.

3. Return Process and Timeframes

We strive to make the return process as simple and quick as possible. Here’s how to initiate a return or exchange and what to expect:

  • Contact Us First: To begin a return or warranty claim, please get in touch with us via email or phone (see Contact Information in Section 6). Provide your order number, the item(s) you wish to return, and the reason (e.g. change of mind, arrived damaged, faulty, etc.). If the product is faulty or damaged, we may ask for a brief description of the issue (and photos if applicable) to help us assist you faster.

  • Return Authorization: Our team will reply with confirmation and instructions. We’ll provide you with the return shipping address and any other necessary details. In some cases (especially for faulty items within 14 days), we may provide you a prepaid return courier label or reimbursement for shipping. For change-of-mind returns, you will need to arrange and pay for postage (we’ll let you know the best way to send it).

  • Packing the Item: Please ensure the product is well-packed for the journey back. Ideally, use the original packaging if you still have it, and include all parts, accessories, manuals, or freebies that came with it. This helps prevent damage in transit and speeds up the inspection.

  • Processing Time: Once we receive your returned item, we will inspect it and verify that it meets the return criteria. Refunds and exchanges are typically processed within 5 business days of us receiving the return, often sooner. We will keep you updated via email. If it’s a warranty repair, we aim to fix or replace within about 5 business days after receiving the item or after we’ve confirmed the issue. (Complex repairs or sourcing a replacement might take a bit longer, but we will let you know.)

  • Refunds: If a refund is approved, we will issue it to your original payment method whenever possible. Depending on your bank or payment provider, it may take a few extra days for the credit to appear in your account. We’ll send you a confirmation once the refund is processed.

  • Replacements/Repairs: If a replacement product is sent, we will provide you with a new tracking number once it’s dispatched. For repairs, we will return the fixed item to you promptly and notify you of the shipment. All replacement items or repaired items continue to be covered under our warranty (either for the remainder of the original warranty period or at least 30 days from the return, whichever is longer).

Throughout the process, our customer service team will be available to answer questions. Our goal is a smooth, hassle-free return experience. Your patience is appreciated during inspection and processing, and we’ll work as fast as we can to resolve everything to your satisfaction.

4. Non-Returnable Items

While we have a flexible return policy, there are a few exceptions for items that cannot be returned due to their nature or if they fail to meet the “original condition” requirement:

  • Used or Installed Parts: We cannot accept returns for change-of-mind on any item that has been used, modified, or installed by you. For example, if you’ve already installed a replacement battery or screen, or peeled the backing off a screen protector, that item is no longer in resalable original condition and cannot be returned for a refund. (However, it may still be covered under warranty if it’s faulty – see Section 2 and 5.) All returns must have original adhesive strips, protective films, and tags intact.

  • Consumables and Opened Accessories: Consumable items (such as cleaning solutions, adhesive strips, thermal pastes, etc.) and certain personal use accessories (like in-ear headphones or earbuds) are not eligible for return if opened or used. This is both for hygiene and safety reasons and because their value is diminished once used.

  • Clearance or Final Sale Items: Any product marked as “Clearance”, “Final Sale” or “Non-Returnable” on our website at the time of purchase is not eligible for change-of-mind returns. We will of course honor warranty obligations if such an item is faulty, but we cannot process returns or exchanges simply because you no longer want the item.

  • Digital Goods or Gift Cards: (For general completeness) Gift cards, digital download codes, or warranty extensions (if we offer any) are non-returnable and non-refundable once issued.

If you’re unsure whether an item can be returned, please ask us. We are happy to clarify before you purchase or before you open a product. We value your satisfaction, but we also must ensure products are returned in a state that allows us to fairly re-stock or dispose of them.

5. Warranty and CGA Rights

All products sold by iGadget come with warranties to ensure they meet quality standards, in addition to your rights under the Consumer Guarantees Act 1993.

  • Standard Product Warranty: We stand by our parts and accessories. Most iGadget parts are covered by either a 6-month or 12-month warranty, depending on the product grade. High Quality aftermarket parts typically include a 6-Month Warranty, and our Premium parts and accessories come with a 12-Month Warranty from the date of purchase. This warranty means if the product has a manufacturing defect or fails under normal use within that period, we will repair or replace it. Any repair work done by iGadget is also covered by a 12-month warranty unless stated otherwise.

  • Battery Warranty: All our replacement batteries are classified as Premium products, so they carry a 12-Month Warranty. Additionally, we guarantee that each battery will retain at least 80% of its original capacity for the duration of that 12-month period. If your iGadget battery falls below 80% of its rated capacity within one year, we will consider it faulty and provide a free replacement, or a full refund if a replacement is not available. (Note: Like all batteries, some gradual capacity loss over time is normal; this warranty covers excessive loss or premature failure.)

  • What’s Not Covered: Our warranties cover manufacturing faults or failures under normal usage. They don’t cover accidental damage or misuse. For instance, issues caused by improper installation, physical damage (cracked screens due to drops, liquid damage, etc.), use of the product for an unintended purpose, or damage inflicted during DIY repairs (e.g. tearing a flex cable during installation) are not covered. We encourage DIY repairs but remind you to handle parts carefully – if you damage a part while installing it, that’s not a manufacturing fault and can’t be claimed under warranty. Additionally, normal wear and tear or consumable parts (like adhesives or fuses) are not covered by warranty once used. We will, however, do our best to assist or offer discounted replacement parts in such cases. Please note that our warranty does not cover issues arising from software or firmware updates released by device manufacturers (e.g. Apple iOS, Samsung Android). From time to time, these updates may temporarily affect the functionality of third-party or replacement parts (such as displays, batteries, or other components). While such issues are outside our control, we will do our best to stay updated on compatibility developments and may provide guidance or solutions where available. However, these situations are not considered product defects and are therefore excluded from warranty coverage.

  • Your Rights Under the CGA: All our products and services come with guarantees that cannot be excluded under New Zealand law. This means that nothing in this policy or our warranty limits your rights under the Consumer Guarantees Act 1993. Under the CGA, you are guaranteed that products are of acceptable quality, fit for their intended purpose, and free from major defects. If a product fails to meet these guarantees, you are entitled to a remedy. For minor issues, we will repair or replace the item within a reasonable time. If the problem is substantial or cannot be fixed, you have the right to choose a replacement or a refund as per the CGA. We fully comply with these obligations. (For business customers: if you are purchasing for use in trade/business, the CGA may not apply – see our Terms and Conditions – but our standard warranty would still cover you.)

  • Fair Trading Act: We also adhere to the Fair Trading Act 1986, which means we operate honestly and transparently. Our product descriptions, pricing, and communications aim to be accurate and clear. If you ever feel misled or have concerns, let us know and we will address them promptly.

In summary, you can shop with peace of mind knowing that iGadget’s warranty policies and New Zealand consumer laws work together to protect you. We’re committed to either fixing any issues or making sure you get a working product or your money back.

(For full details, you may refer to our Terms and Conditions and Warranty pages, but we’ve covered the most important points here in plain language.)

6. Contact Information

We’re here to help! If you have any questions about this Return and Refund Policy or need assistance with a return, please reach out to us:

  • Phone: 0508 IGADGET (0508 442 343) – available Monday to Friday, 9:00 AM to 5:00 PM NZT. Give us a call and our friendly team will guide you through the process.

  • Email: admin@igadget.co.nz – drop us an email anytime. Please include your order number and a brief message about your issue/return so we can assist you faster.

  • Contact Form: You can also use the contact form on our website. Just provide your name, email, and message, and we’ll get back to you promptly (usually within 1 business day).

  • Physical Returns Address: When you contact us to arrange a return, we will provide you with the correct return delivery address for sending your item back. Please do not send any products back without first obtaining return instructions – this ensures your return is processed correctly and avoids any confusion.

Customer service hours: We operate on standard business days (Mon-Fri, 9am-5pm). We are closed on weekends and public holidays, but if you send an email or message, we will respond as soon as we’re back in the office.

Last Updated: August 2025.

Thank you for shopping with iGadget! We value your business and are dedicated to providing quality products, backed by exceptional after-sales support. This Return and Refund Policy is here to give you confidence and clarity. If you need anything or have feedback on our processes, please let us know – we’re always looking to improve.