Warranty Information & Support

Buying refurbished technology should feel straightforward and dependable. At NZ Laptop Wholesale, we carefully test our equipment before it is offered for sale, and we are here to help if something does not perform as it should.

Need warranty help?

Please submit a return request before sending equipment back. We will review the issue, provide troubleshooting where appropriate and issue an RMA number if the item needs to be returned.

Start a return or warranty request

Our Standard 90-Day Warranty

Unless otherwise stated on the product listing, order confirmation or invoice, our refurbished equipment is covered by a 90-day Return to Base warranty beginning from the invoice date.

Selected products may also be eligible for optional warranty cover of:

Up to 6 months
Up to 12 months

The warranty period applying to your purchase will be shown on the product listing, invoice or order confirmation.

Our written warranty is provided in addition to any rights you may have under the New Zealand Consumer Guarantees Act.

What Our Warranty Covers

Our warranty covers qualifying hardware faults caused by a defect in the equipment or one of its components during normal use.

Please contact us as soon as possible if:

Your equipment arrives faulty or unusable.
The product or specifications do not match what you ordered.
A covered hardware component fails during the warranty period.
The equipment stops operating as expected under normal use.

Many computer issues can be resolved remotely, so we may begin with a few straightforward troubleshooting steps before arranging a return.

What Happens if Something Goes Wrong?

Our priority is to get you back up and running with as little inconvenience as reasonably possible.

When a qualifying fault is confirmed, the available solution may include:

Repairing the equipment at no charge.
Replacing the equipment with a substantially comparable item if a practical repair is not possible.
Providing an appropriate refund where the equipment cannot be repaired and a suitable replacement is not reasonably available.

The appropriate remedy will depend on the nature and seriousness of the fault, the equipment involved, the warranty applying to the purchase and your rights under applicable New Zealand law.

Starting a Warranty Claim

Before returning equipment, please complete the return request form on our Returns, Repairs and Warranty Support page.

Please provide as much relevant information as possible, including:

Your invoice or order number.
The product name or model.
The equipment serial number, where available.
A clear description of the problem.
When the issue first occurred.
Whether the issue is constant or intermittent.
Details of any troubleshooting already completed.
Photos showing physical damage, error messages or other visible issues, where helpful.

We will review the request and may ask for further information or guide you through some troubleshooting before arranging a return.

Return Merchandise Authorisation Numbers

If the equipment needs to be returned, we will provide a Return Merchandise Authorisation number, commonly called an RMA number.

An RMA number connects the returned equipment with your contact details, order and reported issue, helping us process it more quickly.

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

Customers are welcome to drop equipment at our Auckland warehouse. Obtaining an RMA number before visiting is strongly recommended, as it allows us to record the return and begin processing it more efficiently.

Dead-on-Arrival Equipment

Equipment is generally considered dead on arrival when it arrives faulty or unusable from the outset.

If you believe an item is dead on arrival, please contact us promptly and do not arrange a return until we have reviewed the issue.

Where NZ Laptop Wholesale accepts the return as dead on arrival, we will arrange or cover the reasonable cost of returning the equipment to us.

We may ask for troubleshooting information, photos or other details to help confirm the fault and determine the best return method.

What Does Return to Base Mean?

Return to Base, commonly referred to as RTB, means the equipment may need to be returned to our Auckland premises so our technicians can inspect and test it.

Where a fault develops after delivery, the customer is normally responsible for arranging and paying the inbound freight to NZ Laptop Wholesale under our RTB warranty.

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.

This RTB freight policy does not limit any entitlement to reasonable return costs or other remedies that may apply under the Consumer Guarantees Act.

Returning Equipment to Our Warehouse

Approved equipment can be returned to:

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

Customers are welcome to drop equipment off during our normal opening hours.

An RMA number is strongly recommended before visiting. If equipment is brought in without an RMA number, there may be a delay while we collect the necessary information and create the return request.

Packaging Returned Equipment

Equipment sent by courier must be packaged securely 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 the tracking information.

Damage caused by inadequate return packaging may not be covered by the warranty.

Please contact us before sending the equipment if you are unsure how to package it safely.

Assessment and Processing Time

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

Complex faults, intermittent problems, specialist repairs or situations requiring replacement parts may take longer. We will keep you informed if additional assessment or repair time is required.

Once testing is complete, we will contact you with the result and explain the available next step.

Customer Data and Backups

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 and, where reasonably possible, will leave it intact.

However, diagnosis or repair may require a storage drive to be wiped or replaced, the computer to be reset, or Windows and other software to be reinstalled.

NZ Laptop Wholesale cannot guarantee that customer data will remain intact during assessment, repair or replacement.

Laptop Batteries

Laptop batteries are consumable components. Their available capacity and runtime naturally reduce with age, charge cycles and use.

Our standard hardware warranty does not cover:

Normal battery wear.
Gradually reduced battery capacity.
Differences in runtime caused by software, settings, workload or usage.

If you believe a battery has developed a fault rather than experiencing normal wear, please contact us so we can assess the issue.

Learn more about battery condition, wear and realistic runtime expectations on our Laptop Batteries information page.

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 qualifying B Grade product may be returned within seven days of receiving or collecting it if you 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 returning the product.
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, stands and accessories originally supplied must be returned.

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

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

This additional seven-day return option does not reduce the normal warranty or statutory rights applying to the product.

Change-of-Mind Returns

NZ Laptop Wholesale may accept a change-of-mind return where the request is made promptly and the equipment is returned complete and in suitable condition for resale.

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 equipment 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.

These change-of-mind conditions do not apply where the customer is entitled to a remedy for faulty, incorrectly described or otherwise non-compliant equipment under applicable New Zealand law.

What Is Not Covered?

The warranty does not cover faults or damage caused by:

Accidental damage, impact or physical abuse.
Liquid, moisture, fire, lightning, power events, theft or natural disasters.
Misuse, neglect or use outside the equipment’s intended purpose.
Failure to follow reasonable operating or care instructions.
Improper storage, handling or packaging.
Damage occurring during transport arranged independently by the customer.
Unauthorised modifications or repairs that caused or contributed to the fault.
Malware, software faults, operating system corruption or third-party applications.
External devices, accessories, cables or services not supplied as part of the purchase.
Normal wear and tear, including gradual battery capacity loss.
Cosmetic marks, wear or limitations clearly disclosed before purchase.

A modification or third-party repair does not automatically cancel all warranty cover. However, we may be unable to cover a problem that was caused or contributed to by that work.

Software and Configuration Issues

Our hardware warranty does not normally cover problems caused solely by software, third-party applications, malware, user settings, account issues or external services.

Where practical, we may still help identify the issue or offer paid technical support.

If testing shows that reinstalling Windows or resetting the computer is the most practical solution, customer data and installed applications may be removed. Please ensure all important files are backed up before returning the equipment.

Testing Fees and No-Fault-Found Returns

We carry out warranty assessments in good faith and will keep you informed throughout the process.

If testing shows that the equipment is not faulty, or that the problem was caused by something outside the applicable warranty, the customer may be responsible for:

Inbound or redelivery freight.
A testing fee of $65 per hour.
The cost of replacement parts.
The cost of any non-warranty repair approved by the customer.

Possible no-fault or non-warranty situations include:

The reported issue cannot be reproduced after reasonable testing.
The problem is caused by software, settings, malware or a third-party service.
The problem is caused by an external device, cable or accessory.
The equipment has been accidentally damaged or misused.
The issue relates to normal wear and tear.
The issue relates to a condition or limitation disclosed before purchase.

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

Testing fees and non-warranty charges do not apply where the customer is entitled to a remedy without charge under the Consumer Guarantees Act.

Your Rights Under New Zealand Law

For equipment purchased for personal or household use, rights under the New Zealand Consumer Guarantees Act apply independently of the written warranty period shown on this page.

These rights may continue after the written warranty has ended. What is reasonable will depend on factors such as the product’s age, price, condition, description, disclosed wear, intended use and expected lifespan.

Refurbished and second-hand products purchased from a business may still be covered by the Consumer Guarantees Act. Their age, price, previous use and disclosed condition are relevant when determining what level of durability and performance is reasonable.

For purchases made in trade or primarily for business purposes, separate written commercial terms may apply where this is legally permitted and has been properly agreed.

Nothing on this page excludes, restricts or modifies any right or remedy that cannot legally be excluded under the Consumer Guarantees Act, Fair Trading Act or other applicable New Zealand law.

Website Specifications, Availability and Errors

We take reasonable care to ensure that product descriptions, specifications, availability and pricing are accurate.

Occasionally, an error or omission may occur. If you believe an item has been supplied with incorrect specifications or does not match its product listing, please contact us promptly so we can investigate and put things right.

Product information, availability and pricing may be corrected or updated before an order is accepted.

Errors and omissions are excepted, but nothing in this section limits any rights applying under New Zealand law.

Frequently Asked Warranty Questions

How long is the NZ Laptop Wholesale warranty?

Unless otherwise stated, our standard written warranty is 90 days from the invoice date. Selected products may have optional warranty cover available for up to six months or up to twelve months.

What does Return to Base mean?

Return to Base means equipment may need to be returned to our Auckland warehouse for inspection, testing or repair. For faults that develop after delivery, the customer normally pays inbound freight. If the fault is covered under warranty, NZ Laptop Wholesale pays the freight cost of sending the repaired or replacement equipment back.

Who pays return freight for dead-on-arrival equipment?

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

Are refurbished laptops covered by the Consumer Guarantees Act?

Consumer purchases of refurbished equipment from a New Zealand business may be protected by the Consumer Guarantees Act. The product’s age, price, condition, description and disclosed wear are relevant when considering what is reasonable.

Do I need to contact you before returning equipment?

Yes. Please contact us first so we can review the issue, provide troubleshooting and issue an RMA number where a return is required.

Can I drop equipment off at your warehouse?

Yes. Customers are welcome to drop equipment at our Rosedale warehouse. An RMA number is strongly recommended so the return can be identified and processed more quickly.

How quickly will my return be assessed?

Most returned items are assessed and processed within two working days of receipt. Complex or intermittent faults may require additional testing time.

Will my files remain on the computer?

We will keep customer data intact where reasonably possible. However, testing or repair may require the drive to be wiped or replaced or Windows to be reinstalled. Customers are responsible for backing up all important files before returning equipment.

Will my equipment be repaired or replaced?

We will normally repair a covered fault where practical. If a suitable repair is not possible, we may provide a substantially comparable replacement. Where neither option is reasonably available, an appropriate refund may be provided.

Does the warranty cover laptop battery runtime?

Normal battery wear and gradually reduced runtime are not covered by the standard hardware warranty. If a battery appears to be faulty rather than naturally worn, please contact us for assessment.

Can I return equipment because I changed my mind?

Approved change-of-mind returns incur a 15% restocking fee. The fee is waived 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 clearly sold as B Grade. The customer is responsible for return freight, but the normal 15% change-of-mind restocking fee does not apply to a qualifying return made within the seven-day period.