Refund Policy

Effective date: 12 July 2026

At Refurbly, we are committed to providing high-quality new and refurbished technology products together with reliable customer service. This Refund Policy explains your rights and our obligations when purchasing products from www.refurbly.nz.

This policy is intended to operate consistently with the Consumer Guarantees Act 1993, the Fair Trading Act 1986, and other applicable New Zealand consumer laws.

1. Your Rights Under New Zealand Law

When you purchase products from Refurbly for personal, domestic, or household use, your purchase may be protected by the Consumer Guarantees Act 1993.

Products supplied by Refurbly are expected to:

• Be of acceptable quality
• Be fit for their intended purpose
• Match their description and specifications
• Be free from significant defects
• Arrive in reasonable condition

If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, or another remedy depending on the nature and seriousness of the issue.

2. Change-of-Mind Returns

New Zealand consumer law does not generally require a retailer to accept a return solely because a customer has changed their mind. However, Refurbly may accept eligible change-of-mind returns subject to the conditions below.

To qualify for a change-of-mind return:

• The return request must be submitted within 30 days of delivery
• The product must be unused and in as-new condition
• All original packaging, accessories, manuals, and included items must be returned
• The product must not show signs of installation, damage, misuse, or alteration
• Valid proof of purchase must be provided

Approved change-of-mind returns may be subject to:

• Return shipping costs
• Non-refundable original shipping charges
• A reasonable restocking or inspection fee, where applicable and permitted by law

The following products are generally not eligible for change-of-mind returns:

• Software and digital licences
• Gift cards and digital products
• Clearance or final-sale products
• Special-order or customised products
• Products damaged, modified, or misused after delivery
• Products missing packaging, accessories, manuals, or included components

Acceptance of a change-of-mind return is at Refurbly's discretion and does not affect any rights you may have under New Zealand consumer law.

3. Faulty Products

If your product develops a fault, does not operate as described, or does not meet an applicable consumer guarantee, please contact Refurbly as soon as reasonably possible.

Depending on the circumstances, Refurbly may:

• Inspect and test the product
• Repair the product
• Replace the product with the same or a reasonably equivalent item
• Provide a refund
• Offer another remedy required under applicable law

For a fault that can be remedied, Refurbly may choose to repair the product, replace it, or provide another appropriate remedy within a reasonable time.

Where a failure is substantial, cannot be remedied, or is not remedied within a reasonable time, you may be entitled to reject the product and request a replacement or refund in accordance with the Consumer Guarantees Act 1993.

4. Refurbished Products

Refurbished products are pre-owned products that have been inspected, tested, cleaned, repaired, reconditioned, or otherwise prepared for resale.

Unless otherwise stated in the product listing:

• Minor cosmetic marks, scratches, or signs of previous use may be present
• Packaging may be original, replacement, generic, or absent
• Accessories may be original, compatible, or replacement accessories
• Battery performance may vary according to the product's age, condition, and grading

Cosmetic imperfections that were disclosed before purchase, or that are consistent with the advertised product grade and do not affect normal operation, will not generally be considered a product fault.

Nothing in this section limits your rights under the Consumer Guarantees Act 1993.

5. Products Damaged During Delivery

If your order arrives damaged, please notify Refurbly as soon as possible, preferably within 48 hours of delivery.

Please retain:

• The product
• All packaging materials
• The shipping label
• Any accessories and included items

Please provide clear photographs showing:

• The external packaging
• The shipping label
• The internal packaging
• The damaged area of the product

We may require this information to assess the claim and lodge an investigation with the delivery provider.

6. Incorrect Products

If you receive a product that is different from the product ordered, please notify Refurbly promptly and preferably within seven days of delivery.

Where Refurbly has supplied the incorrect product, we may arrange:

• A prepaid return
• Delivery of the correct product
• A replacement product
• A refund where the correct product is unavailable

7. Missing Products or Components

If an item, accessory, component, or part of your order is missing, please contact us promptly with your order number and details of the missing item.

We may review warehouse records, package weights, delivery information, and other available evidence before arranging a replacement, partial refund, or other appropriate resolution.

8. Manufacturer Warranties

Some new products may be supplied with a manufacturer or distributor warranty. The applicable warranty period and conditions may vary by brand, product, and supplier.

Manufacturer warranties operate in addition to, and do not replace, any rights you may have under the Consumer Guarantees Act 1993.

Where appropriate, Refurbly may assist you with a manufacturer or distributor warranty claim.

9. Warranty and Return Exclusions

Subject to applicable New Zealand consumer law, a repair, replacement, or refund may not be available where the issue results from:

• Accidental damage
• Liquid or moisture damage
• Misuse, abuse, neglect, or improper storage
• Incorrect installation or setup
• Unauthorised repairs, modifications, or disassembly
• Power surges, electrical faults, or use of unsuitable chargers or accessories
• Normal wear and tear
• Consumable parts reaching the end of their normal service life
• Cosmetic damage occurring after delivery
• Failure to follow manufacturer instructions
• Loss of data, software, passwords, accounts, or user-generated content

These exclusions do not limit any non-excludable rights or remedies available under New Zealand law.

10. Return Authorisation Process

To request a return, please contact Refurbly Customer Support and provide:

• Your order number
• Your full name and contact details
• The product name, model, and serial number where applicable
• A detailed description of the issue
• Photographs or video where reasonably required
• Any troubleshooting steps already completed

Please do not return a product until you have received return instructions or a return authorisation from Refurbly.

Unauthorised returns may be refused, returned to the sender, or delayed while we identify the order and reason for return.

11. Preparing a Product for Return

Before returning an electronic device, you must, where applicable:

• Back up any important data
• Remove personal files and confidential information
• Sign out of cloud, device, and manufacturer accounts
• Disable device locks and activation locks
• Remove SIM cards and memory cards
• Remove passwords, PINs, and biometric locks
• Perform a factory reset where possible
• Package the product securely to prevent transit damage

Refurbly is not responsible for the loss, disclosure, or corruption of personal data left on a returned device, except where liability cannot lawfully be excluded.

12. Inspection and Assessment

Returned products may be inspected and tested to verify the reported issue, product condition, serial number, included accessories, and eligibility for a remedy.

If no fault is found, or if the issue is determined to have resulted from misuse, accidental damage, unauthorised repair, or another excluded cause, Refurbly may return the product to you. Reasonable inspection, handling, or return-shipping charges may apply where permitted by law.

13. Refund Processing

Approved refunds will generally be issued to the original payment method used for the purchase.

After Refurbly processes the refund, your bank or payment provider may require additional time before the funds appear in your account. Processing times commonly range from three to ten business days, depending on the payment provider.

Original shipping charges are generally non-refundable for change-of-mind returns. Where a refund is required because a product is faulty, incorrectly supplied, or otherwise covered by New Zealand consumer law, applicable delivery and return costs will be handled in accordance with the law.

14. Replacement Products

Replacement products may be new, refurbished, or reasonably equivalent to the original product, depending on product availability and the nature of the original purchase.

Where an identical replacement is unavailable, we may offer an equivalent product, store credit, or refund, subject to your rights under applicable law.

15. Business Purchases

Where products are acquired for business purposes, the Consumer Guarantees Act 1993 may not apply if Refurbly and the purchaser have validly agreed in writing to contract out of the Act and the requirements for contracting out are satisfied.

Any business warranty, return, or remedy may also be governed by the applicable quotation, invoice, supply agreement, or commercial terms agreed between the parties.

16. Marketplace Purchases

If you purchased a Refurbly product through a third-party marketplace, your return may need to be initiated through that marketplace and may also be subject to its return procedures and timeframes.

Your rights under applicable New Zealand consumer law remain unaffected.

17. Contact Us

18. Consumer Rights

Nothing in this Refund Policy excludes, restricts, or modifies any right, guarantee, remedy, or protection that cannot lawfully be excluded under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.