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Returns & Warranty

Changing your mind / purchasing the wrong product by mistake

If you change your mind after making a purchase or you have purchased the incorrect item, we offer a 7-day exchange policy; subject to the product being returned at your expense. If there is not a suitable product that can be exchanged; you will be offered a refund on your account and charged a $5 restock and handling fee.

  • To return a product, goods must be sealed / unopened, with packaging in original condition.
  • We will need to be notified within 7 days of delivery.
  • Shipping costs are non-refundable and will not be credited.

Incorrectly supplied products

If you have been accidentally supplied the wrong product, we will in the first instance supply the correct product (where it is available). If the product is unavailable, we will then issue a credit/refund and provide a return courier option.

  • When we courier the correct product, the incorrect products will need to be returned to us in our provided return courier bag. 
  • We will need to be notified within 7 days of purchase/delivery;
  • The incorrect product supplied must be in resalable/unused condition. 

Products damaged in transit

If your product has been damaged during transit to your delivery address we will replace your product (if it is available), in the first instance. If the product is unavailable, we will then issue a credit/refund.

  • Evidence is required for damaged courier claims: A photo or video will be required, or the courier may request an uplift of the damaged item.
  • The product is to be kept in the original packaging that it was sent in; failure to provide these will result in a claim rejection.
  • You must notify us within 48 hours of delivery to be eligible for a replacement, credit, or refund. 

Products Lost in transit

If your product has been lost during transit to your delivery address we will replace your product (if it is available). In these circumstances; A claim must be made through the courier company. A claim number is required before a new product is sent. https://www.nzpost.co.nz/contact-support/assistance/parcels

Products that are faulty upon arrival

If the product you received is faulty upon arrival or where the Consumer Guarantees Act applies, the products do not comply with the guarantees under that Act, we will either repair or replace your product or issue a credit/refund. Without limiting any rights you have under the Consumer Guarantees Act, to repair, replace or issue a credit/refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. Shipping fees are non-refundable unless the product is deemed faulty by us. If the Consumer Guarantees Act applies, we will meet our obligations under that Act, Otherwise, if the Consumer Guarantees Act does not apply, all returns of this nature must be made within 14 days of purchase/delivery. 

Products used or installed

Our warranty does not apply where damage is caused by the installer or other factors, including:

(a) Normal wear and tear;

(b) Damage due to misuse or force damage

(c) Incorrect installation or damage through mishandling;

(d) Products that have come in contact with liquid

(e) Excessive wear and tear, mishandling, accident, or failure to follow operating instructions;

(f) Battery leakage or infiltration of foreign particles;

(g) Batteries that have been pierced, bent, or damaged in any way from installation or other means.

(h) Use of the Product with unsuitable accessories;

(i) Shipment or other transit. Screenhug will not be responsible for damage or loss in transit. Our liability ends once the item has left our premises and tracking details have been provided to the customer. Please refer to Products lost or damaged in transit

(j) Apple iOS or Android Software updates causing hardware faults including but not limited to decreased battery life, system errors, or bricked devices due to Jailbreak or alike are not covered under warranty. It is recommended to backup your device before any software update in the unlikely event the device has an irrecoverable error to avoid loss of data.

(k) The Product has been subject to abnormal use, abnormal condition, improper storage, exposure to moisture or dampness, exposure to excessive temperature or other such environmental conditions, unauthorised modifications, unauthorised connections, unauthorised repair including but not limited to use of unauthorised spare parts in repairs, misuse, neglect, abuse, accident, alteration, improper installation, a spill of foods or liquids, maladjustment of customer controls or other acts which are beyond the reasonable control of Screenhug Limited, including deficiencies in consumable parts such as fuses and breakage or damage to antennas, unless caused directly by device.