If something is not right with your purchase, our team is here to help. This page explains how to request a return, warranty assessment or repair from NZ Laptop Wholesale, including freight responsibilities, packaging, data backups and what happens after we receive your equipment.

Before returning any equipment

Please complete the return request form and wait for an RMA number and return instructions before sending an item by courier. An RMA is also strongly recommended for warehouse drop-offs, as it helps us identify and process your return more quickly.

Start a Return or Warranty Request

Before sending equipment back, please submit the return request form at the bottom of this page.

We will review the information, provide any appropriate troubleshooting advice and issue a Return Merchandise Authorisation number, commonly called an RMA number, when the equipment needs to be returned.

Your RMA number connects the returned equipment with your order, contact details and reported issue.

Please do not send equipment by courier without first receiving an RMA number.

When to Use This Form

Please submit a return request if:

  • Your laptop, desktop, monitor or other equipment has developed a fault.
  • Your equipment arrived faulty or unusable.
  • Your order was damaged during delivery.
  • The product or specifications do not match what you ordered.
  • You need assistance under the warranty applying to your purchase.
  • You are using the seven-day return option provided with a B Grade product.
  • You would like to request a change-of-mind return or exchange.
  • Our support team has asked you to send equipment back for assessment.

Many computer issues can be resolved remotely. We may begin by asking you to complete a few straightforward troubleshooting steps before arranging a return.

How the Return Process Works

  1. Complete the return request form.
    Include your order or invoice number, product details and a clear description of the problem.
  2. Attach supporting photos where relevant.
    Photos are particularly helpful for courier damage, physical damage, screen faults, error messages or an incorrect product.
  3. Wait for our response.
    Our team will review the request and may ask for further information or suggest some troubleshooting.
  4. Receive your RMA number.
    If the equipment needs to come back, we will provide an RMA number and the appropriate return instructions.
  5. Courier or drop off the equipment.
    Follow the packaging and freight instructions supplied with your RMA.
  6. We inspect and test the equipment.
    Most returned items are assessed and processed within two working days of receipt.
  7. We contact you with the result.
    We will explain what we found and the available next step.

Information to Include

Complete information helps us respond and process the return more quickly. Please provide:

  • Your full name.
  • Your email address and phone number.
  • Your order or invoice number.
  • The product name or model.
  • The equipment serial number, where available.
  • A clear description of the fault or reason for return.
  • When the issue first occurred.
  • Whether the issue is constant or intermittent.
  • Any troubleshooting already completed.
  • Clear photos of damage, packaging, error messages or other visible issues.

Return Freight

The freight arrangement depends on whether the equipment was dead on arrival, developed a fault later, is being returned under the B Grade return option or is being returned because of a change of mind.

Dead on Arrival

If equipment arrives faulty or unusable, please contact us promptly and do not return it until we have reviewed the issue.

Where an item is confirmed as dead on arrival, NZ Laptop Wholesale will arrange or cover the reasonable cost of returning it to us.

Faults That Develop After Delivery

Our warranty is Return to Base, commonly referred to as RTB.

For a fault that develops after delivery, the customer is responsible for arranging and paying the inbound freight to NZ Laptop Wholesale.

If the fault is covered under warranty, NZ Laptop Wholesale will pay the freight cost of sending the repaired or replacement equipment back to the customer.

Non-Warranty and Non-Faulty Returns

For change-of-mind returns, B Grade seven-day returns, non-faulty equipment and issues outside the applicable warranty, the customer is responsible for return freight.

Nothing in this freight policy limits any rights relating to reasonable return costs that may apply under New Zealand consumer law.

Dropping Equipment at Our Auckland Warehouse

Customers are welcome to bring returned equipment to our Rosedale warehouse during our normal opening hours:

NZ Laptop Wholesale
Unit 3, 9 Orbit Drive
Rosedale
Auckland 0632

We strongly recommend obtaining an RMA number before visiting. This means your return details are already in our system and helps us process the equipment more quickly.

If you arrive without an RMA number, there may be a delay while we record the required information and create the return request.

How to Package Returned Equipment

Equipment sent by courier must be securely packaged and protected against damage during transport.

  • Use the original packaging where it is available and still suitable.
  • Otherwise, use a strong box with adequate protective cushioning.
  • Make sure the equipment cannot move around inside the box.
  • Protect screens, corners, hinges and other vulnerable areas.
  • Do not place loose chargers, stands or accessories directly against a screen.
  • Include the supplied RMA number inside the parcel.
  • Remove or cover old courier labels.
  • Use a tracked courier service and retain your tracking information.

Damage caused by inadequate return packaging may not be covered. Please contact us before sending the item if you are unsure how to package it safely.

Back Up Your Data Before Returning a Computer

Backing up files and personal information is the customer’s responsibility.

Before returning a laptop, desktop, tablet or another device containing personal data, please:

  • Back up all files you want to keep.
  • Remove USB drives, memory cards and other personal storage devices.
  • Sign out of personal accounts where practical.
  • Remove passwords or security settings that would prevent us from testing the equipment.
  • Do not include banking details, account passwords or other sensitive information in the parcel.

Our technicians will keep the preservation of your data in mind during testing and, where reasonably possible, will leave it intact.

However, diagnosis or repair may require the storage drive to be wiped or replaced, the computer to be reset, or Windows and other software to be reinstalled. We cannot guarantee that data will remain intact during assessment or repair.

What Should You Return?

Unless our team instructs you otherwise, only return the equipment and accessories connected with the reported issue.

  • Include the power adapter when the issue relates to power, charging or battery operation.
  • Include a docking station, cable or accessory if it may be causing the reported problem.
  • Do not include bags, cases, mice, keyboards or unrelated accessories unless requested.
  • For a full change-of-mind or B Grade return, include all chargers, cables, stands and accessories originally supplied.

Your RMA instructions will confirm what needs to be returned.

What Happens After We Receive the Equipment?

Most returned items are assessed and processed within two working days of receipt.

Intermittent faults, complex issues, specialist repairs or situations requiring replacement parts may take longer. We will keep you informed if additional assessment time is needed.

Depending on the assessment, the next step may include:

  • Resolving a configuration or software issue.
  • Repairing a covered hardware fault.
  • Replacing a faulty component.
  • Replacing the product with a substantially comparable item where appropriate.
  • Providing an appropriate refund where required.
  • Providing a quote for an optional non-warranty repair.
  • Returning the equipment if no fault is found.

We will contact you with the result and discuss any chargeable non-warranty work before proceeding.

Change-of-Mind Returns

NZ Laptop Wholesale may accept a change-of-mind return where the product is returned promptly, complete and in suitable condition.

Approved change-of-mind returns are subject to the following conditions:

  • You must contact us and receive an RMA number before sending the product back.
  • The customer is responsible for return freight.
  • Original delivery charges are not refundable.
  • The product must be returned complete and in suitable condition for resale.
  • All chargers, cables, stands and accessories originally supplied must be included.
  • A 15% restocking fee will be deducted from the approved refund.

The 15% restocking fee will be waived when the customer purchases another product from NZ Laptop Wholesale as part of the return or exchange.

Any difference in the price of the replacement product remains payable.

The change-of-mind policy does not apply where the customer is entitled to a remedy for faulty, incorrectly described or non-compliant equipment under New Zealand consumer law.

Seven-Day Right of Return for B Grade Products

The seven-day right of return applies only to products sold and clearly identified as B Grade.

A customer may return a B Grade product within seven days of receiving or collecting it if they decide it is not suitable.

The following conditions apply:

  • You must contact us within seven days of receiving or collecting the product.
  • An RMA number should be obtained before the product is returned.
  • The customer is responsible for return freight.
  • Original delivery charges are not refundable.
  • The product must be returned complete and in the condition in which it was received.
  • All chargers, cables and accessories originally supplied must be returned.

The standard 15% change-of-mind restocking fee does not apply when a qualifying B Grade product is returned within its seven-day return period.

Cosmetic wear, marks or limitations clearly disclosed on the B Grade product listing are not considered undisclosed faults.

The seven-day return option is additional to the warranty and any rights that may apply under New Zealand consumer law.

Equipment Damaged During Delivery

If your order arrives with visible courier damage, please contact us as soon as possible.

  • Take clear photos of the parcel and packaging before disposing of anything.
  • Photograph the outer box and courier label.
  • Take clear photos of the damaged area of the equipment.
  • Keep all packaging while the matter is being assessed.
  • Include your order number and a description of the damage.

Clear photos and prompt notification help us investigate the damage with the courier.

If No Fault Is Found

If our testing does not identify a fault, or the issue is found to be outside the applicable warranty, we will contact you and explain the assessment result.

The customer may be responsible for return freight, redelivery freight and an assessment or testing fee where:

  • No fault is found.
  • The issue is caused by software, settings or a third-party service.
  • The damage was caused by misuse, impact, liquid or an external device.
  • The problem relates to normal wear and tear.
  • The issue relates to a cosmetic condition or limitation disclosed before purchase.

We will discuss any chargeable repair or additional work before proceeding.

Frequently Asked Questions

Do I need an RMA number?

An RMA number is required before returning equipment by courier. It is also strongly recommended before dropping equipment at our warehouse, as it helps us process the return more quickly.

Who pays the inbound freight?

NZ Laptop Wholesale covers reasonable inbound freight for an accepted dead-on-arrival return. For faults that develop later, the customer pays inbound freight under our Return to Base warranty.

Who pays to send repaired equipment back?

If the fault is covered under warranty, NZ Laptop Wholesale pays the freight cost of returning the repaired or replacement equipment to the customer.

Can I bring the equipment to your warehouse?

Yes. Customers are welcome to drop equipment at our Rosedale warehouse. Obtaining an RMA number first is strongly recommended so the return can be identified and processed promptly.

How quickly will my return be processed?

Most returns are assessed and processed within two working days of receipt. Complex or intermittent issues may take longer.

Will my files remain on the computer?

We will keep your data intact where reasonably possible. However, testing or repair may require a drive to be wiped or replaced or Windows to be reinstalled. Customers must back up all important files before returning equipment.

Do I need the original packaging?

No, but the equipment must be securely packaged and protected against damage during transport.

Can I return an item because I changed my mind?

Approved change-of-mind returns incur a 15% restocking fee. We waive that fee when another product is purchased from NZ Laptop Wholesale as part of the return or exchange.

Which products have a seven-day return option?

The seven-day right of return applies only to products sold as B Grade. The customer is responsible for return freight.

Does this policy affect my Consumer Guarantees Act rights?

No. Nothing on this page limits any rights or remedies that cannot legally be excluded under the New Zealand Consumer Guarantees Act or other applicable law.

Submit Your Return Request

Please complete the form below with as much detail as possible. Where relevant, attach clear photos of the equipment, packaging, physical damage or error message.

Our team will review your request and contact you with troubleshooting advice, an RMA number or the appropriate next step.

For more information, please read our Warranty Information, Freight Information, Condition Grading and Conditions of Use.

Still unsure what to do? Please contact NZ Laptop Wholesale or call us on 09 282 3199.