Returns
1. Mistakenly purchasing the wrong item.
If you realise that you have purchased the wrong item, please contact us within 14 days of receiving your item. We can provide a refund for the product price or exchange to another product of the same value upon the product returned back to us. If you choose to exchange to another product, the shipping fee needs to be paid to us before the exchanged product is shipped out from our store.
Please note that the return product must be in the original condition (sealed, unopened and not used) and not damaged.
If you realise that you have purchased the wrong item after 14 days of purchase or if you realise that you have purchased the wrong item after unsealing / opening the box, you may be eligible to receive a partial refund of your purchase after deducting the restocking fee of 10%-30% from the original price. So please contact us as soon as you have noticed that you have purchased the wrong product.
2. Faulty Goods Return under the Consumer Guarantees Act 1993
In the unlikely event that a product you have purchased from us becomes faulty, we are committed to meeting our obligations under the Consumer Guarantees Act 1993 (CGA).
The CGA states that the products we sell must be:
- of acceptable quality
- fit for purpose
- match the description given
- match any samples or demonstrations given
If our products fail to meet any of these guarantees, the customer has a right to claim a remedy. The remedy includes repair, replacement and refund and the type of the remedy we offer depends on whether the fault is minor or major.
Minor fault:
If a product becomes faulty and meet any of the guarantees stated above, please return it back to us. We will test it in our store and send it to the authorised service centre for repair. If the repair cannot be carried out within a reasonable period of time, we replace the product with the identical product. In the case, a repair or replacement is not a viable option, we will refund you the original purchase price.
Major fault:
A problem or fault with a product is considered serious if:
- The fault cannot be repaired or cannot be repaired within a reasonable time.
- The product is significantly different to its description or sample
- The product is substantially unfit for its normal purpose and can't easily be made fit for purpose within a reasonable time.
- The product is unsafe
In the case of a major fault, you can choose the remedy of either a replacement of an identical product type or a refund of the original product purchase price.
When customers can't claim a remedy under the CGA.
In the following situations, you cannot claim the remedy.
- got what you asked for but simply changed your mind
- misused or altered a product in any way that caused the problem, eg not following instructions for use
- damaged including physical and water damage, lost or disposed of the products after delivery
- knew about the fault before you bought the product
- asked for a service to be done in a certain way against our advice, or was unclear about what you wanted
- took an unreasonable time to return the products or cancel the service
In addition, the CGA may not apply if the product is sold for commercial, resale or trade use.
Express guarantees (Manufacturers' warranty)
Without limiting any rights you have under the CGA, if your product is faulty or becomes faulty during ordinary use and is still within the warranty period specified when you purchase the product, we will repair or replace the product. In order to test or confirm that it is faulty, the product needs to be returned back to us. In the case, the repair is not expected to be completed within the reasonable time, we will replace the product. If the identical product is not available in our store, we will provide a refund.
Please note the warranty normally does not cover any physical or water damage.
Mobile phone warranty repairs
1. The inspection fee for the mobile phone within the warranty period.
We will initially charge $40-$55 for the inspection. This fee is refundable upon the completion of the repair (if the repair is covered by the manufacturer warranty).
However, if the authorised service centre finds the fault which is beyond the scope of their warranty repair, such as the fault is caused by impact, liquid or 3rd party modifications. Then you will have two options to consider.
Option 1: We will send you a repair quotation from the authorised service centre. If you wish to repair your mobile phone, please make a payment for the difference between the quotation and the inspection fee you have already paid. As soon as your payment is confirmed, we will ask them to start the repair. Your phone will be returned back to you once it is completed.
Option 2: We will send you a repair quotation from the authorised service centre. If you wish not to repair your mobile phone, we will pay the inspection fee you paid in advance to them and we will ask them to return the phone back to us. We will send it back to you once it is arrived.
Note: if you are sure and confident that the fault is associated with the manufacturer and not associated with any impact, liquid or 3rd party modifications, we will send your phone to the authorised service centre without receiving the inspection fee. However if they find the fault is caused by impact, liquid or 3rd party modifications, you need to pay for either the repair quotation if you wish to repair or the inspection fee if you wish not to repair. Unless these fees are paid, your phone will stay with the authorised service centre and eventually it is recycled.
2. The expected time for the mobile phone repair
- Apple: 1 - 2 weeks
- Samsung: 1 - 2 weeks
- Huawei: 1 - 2 weeks
- Nokia: 3 - 4 weeks
- Other brand: 3 - 4 weeks
Contacts
If you have any questions relating to our "Terms of Service", please contact us by e-mail, phone or post.
- E-mail: nzcoolmobile@gmail.com
- Phone: 09 369 2468
- Postal address (product returning address): Cool Mobile, Shop 19 Chancery Square, 19 Chancery Street, CBD, Auckland 1010
