Returns & Warranty Policy at Smart Home NZ
We understand that returns can be a hassle, but on the rare occasion they’re necessary, we’re committed to making the process smooth and straightforward for you.
If you’re experiencing technical difficulties with a product, please consult the manufacturer’s troubleshooting guides in the first instance.
Should you need to return an item, simply inform us via our Contact Us page and we’ll guide you through the next steps.
In the case of a faulty product, we will organize a replacement, in some cases the product may need to be shipped back to us before a replacement can be provided.
This policy applies to all purchases from Smart Home NZ.
Incorrectly Supplied Products
If you receive a product different from what you ordered, Smart Home NZ will provide the correct item (subject to availability) or a credit/refund. Under the Consumer Guarantees Act, we will fulfill our obligations for such errors.
If the Consumer Guarantees Act doesn’t apply, you must notify us within 7 days of purchase/delivery and return the incorrectly supplied product in resalable/unused condition for us to send the correct one.
Products Damaged in Transit
If your product arrives damaged, we will replace it (if available) or issue a credit/refund. We adhere to our obligations under the Consumer Guarantees Act in these situations.
Faulty Products Upon Arrival/First Use
For products faulty on arrival or initial use, or not complying with the Consumer Guarantees Act’s guarantees, we will repair, replace, or issue a credit/refund. The faulty product must be returned for testing and confirmation of the fault.
Testing Fees and Return Freight
If a returned product is not faulty, you may be liable for testing fees and freight costs to return the product.
General Provisions
Under the Consumer Guarantees Act, normal return procedures for the specific brand apply, and freight charges for faulty goods will not be credited.