We want every purchase at IT Hub to meet your expectations. If for any reason you're not completely satisfied with your purchase, we’ve made our return process straightforward and transparent. Please review the following return policy to ensure you understand our guidelines before returning a product.
Return Window and Conditions
You can return any item within 7 days of your purchase, if the following conditions are met:
- The product is unused, unopened, and in its original condition with all original packaging, accessories, and documentation.
- You must obtain an approval from IT Hub before initiating the return.
- The customer is responsible for the shipping costs when returning the product, except in cases where the return is due to our error or a defective product.
- Refunds will be issued through the original payment method or via direct bank transfer.
Restocking Fee
A 20% restocking fee applies to most returned products unless the return is due to an error on our part, or the product is defective.
Software Returns
Due to the nature of software, opened software cannot be returned or refunded unless it is defective. If you believe your software is defective, please contact customer support for assistance. Please note, compatibility issues are not considered a defect.
Consumer Guarantees Act
If the product fails to meet your expectations or is faulty, you have rights under the Consumer Guarantees Act. We will fulfill all obligations under this Act, including repairs, replacements, or refunds, where applicable.
Returning Products
To initiate a return, you must obtain an approval by sending an email to queries@ithub.nz. Returns without an approval may not be accepted.
Changing Your Mind or Ordering the Wrong Product
If you change your mind or purchase the wrong item, we offer a 7-day exchange policy, excluding special orders. If an exchange isn’t possible, we will offer you store credit, or a gift card based on the value of your original purchase. Items purchased on finance cannot be exchanged for a gift card. To be eligible for an exchange or return, the product must be unopened and in original condition.
Incorrect Products
If we have sent you the wrong product, we will promptly correct the mistake by sending the correct item (if available) or issuing a refund or credit. In this case, please notify us within 7 days of receipt, and the incorrect product must be in unused, resalable condition.
Damaged Goods in Transit
If the product is damaged during shipping, please contact us within 24 hours of receiving the item. We will either replace the product (if available) or issue a refund or credit, depending on your preference. If the Consumer Guarantees Act applies, we will fully comply with its requirements.
Faulty Products
If your product is faulty upon arrival or stops functioning correctly, we will either repair, replace, or offer a refund or credit. Please return the product to us for evaluation. For faulty goods, all returns must be made within 14 days of receipt, but it is your responsibility to cover the return shipping costs.
Warranty Claims
If your product is faulty within the warranty period, IT Hub will repair, replace, or refund the product. If a replacement is unavailable, you will be offered a credit. Please note, warranty returns are subject to return shipping costs at your expense, unless stated otherwise under the Consumer Guarantees Act.
Bonus Products, Gifts with Purchase, and Combo Deals
If you received bonus items, gifts with purchase, or combo deal offers, they must be returned along with the main product in any warranty claim. If the main product is refunded or credited, any bonus or combo items must be returned as well. If a gift card was included as part of a promotion, the unused portion must be returned, or the amount used will be deducted from the refund.
Testing Fees and Return Shipping Costs
If you return an item that is not faulty, you may be required to pay a testing fee and shipping charges to return the item to you. If the product is faulty and the Consumer Guarantees Act applies, we will cover the return shipping costs.
Special Circumstances
In some cases, such as with wholesale customers, we may agree to accept a return for non-faulty items. In these cases, a handling fee of at least 20% of the purchase price will be charged, and delivery, assembly, or service fees will not be refunded.
Online Purchases
For online returns, we will arrange collection for any incorrectly supplied or damaged items where applicable under the Consumer Guarantees Act. If the Consumer Guarantees Act does not apply, you are responsible for all delivery and insurance costs related to returning the product.
We encourage you to carefully review your purchase before completing your transaction to avoid returns and ensure satisfaction with your IT Hub products. You may also contact our IT specialists to assist you on your purchase.
You can contact us through:
- Customer Support Phone Number: Call 0800 420 032 for direct assistance from our team.
- Email Support: Send an email to queries@ithub.nz.
- Live Chat: Reach out to us through our Live Chat feature.
Our IT specialists are ready to help with any issues you may have regarding your purchase, return, or any technical support.
