Returns & Warranty

Changing your mind / purchasing the wrong product by mistake

If you change your mind or purchase the incorrect item, you may exchange it within 30 days. The item must be returned at your expense, and the exchange policy does not apply to bulk orders. If there is not a suitable product that can be exchanged, you will be offered a refund on your account and charged a restocking fee equal to 20% of the purchase price. This fee covers the restocking and transaction costs associated with processing the return.

• To initiate a product return, you need to notify us within 30 days of delivery, ensuring that the goods are sealed and unopened, with the packaging in its original condition. Failure to return the product in its original state will result in the rejection of the return request, and no refund or exchange will be processed.
• For orders that are placed on hold or awaiting pickup, a 20% of the purchase price; charge applies for change of mind refunds. 
• A redelivery fee of $7 for urban areas and $12 for rural areas will need to be paid for exchanges. 
• If the order value after the return falls below the free shipping threshold, the original shipping fee will be deducted from the refund amount.
• We reserve the right to decline our 30-day exchange or refund policy in special circumstances beyond our control, such as personal issues or external events that do not affect the product or our ability to fulfill the order.
• We do not accept change-of-mind refunds for bulk orders, as determined by us at the time of the request. This typically applies to orders of more than 10 units.
• 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 may request a photo or video to verify the issue and assess the best solution.
• We will need to be notified within 15 days of delivery;
• The incorrect product must be in resalable, unused condition. If the product has been used, we will not offer a refund or replacement.
  

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) or issue a refund. 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 15 days of purchase/delivery. 

Products purchased with Pre-Order:

Pre-orders allow you to secure an upcoming product before its official release. By placing a pre-order, you agree to the following terms:

• Payment: Full payment is required at the time of pre-order to reserve your item.
• Estimated Arrival: The expected release and shipping dates are estimates provided by the manufacturer or supplier. Delays may occur, and we will update you on any changes.
• If you cancel a pre-order before it has shipped, a 5% processing fee will apply, deducted from your refund.
• Changes & Availability: In rare cases, a pre-ordered item may become unavailable due to supplier issues. If this happens, you will receive a full refund.

Product Warranty Exclusions and Limitations:

This section defines the circumstances under which returns, exchanges, or refunds will not be accepted.

(A) Use of Screenhug Products with Unsuitable Accessories

Screenhug products must be used with compatible accessories to ensure proper functionality. Due to the extensive range of products we offer (over 2,000 items), it is the customer’s responsibility to verify the compatibility of any accessory used with Screenhug products. Warranty claims arising from the use of unsuitable accessories, even if not explicitly listed here, will not be covered. The following are examples of unsuitable accessories that will void warranty coverage:

• Items not purchased directly from Screenhug Ltd.
• Items purchased under frequently purchased together promotions.
• Phone mounts or vehicle mounts not designed for the specific phone model.
• Cases that obstruct camera lenses or fingerprint sensors.
• Wireless chargers incompatible with certain phone cases.
• Earphones and chargers with connectors that do not match your device's ports.
• Cases with built-in screen protectors that conflict with additional screen protectors already installed.
• Power banks and chargers with incompatible voltage outputs for certain devices.
• Smart covers that interfere with screen protector sensors.

(B) Software-Related Issues

Screenhug products are not covered under warranty for hardware faults caused by Apple iOS, Android, or other software updates, including but not limited to:

• Reduced battery performance.
• Touch sensitivity problems.
• System errors or bricked devices resulting from Jailbreaking or similar unauthorized modifications.

(C) Improper Use or Handling

Screenhug is not liable for any damage to its products or any other items owned by the customer. Screenhug accepts no responsibility for any damage, loss, or injury arising from the use, misuse, installation, or handling of its products. Customers assume full responsibility for their use.

This includes, but is not limited to, damage resulting from:

• Abnormal use, improper storage, or exposure to extreme environmental conditions (e.g., moisture, excessive temperatures).
• Unauthorized modifications, repairs, or connections, including the use of non-approved spare parts.
• Spills, accidents, neglect, abuse, or improper installation.
• Maladjustment of customer controls.
• Damage to consumable parts such as fuses, antennas, or other components.

(D) Failure to Follow Instructions

Screenhug is not liable for issues arising from failure to follow provided or publicly available instructions. This includes improper installation, use, maintenance, or handling of the product.

(E) Wall Charging Compatibility

Charging rates depend on your device's specifications. Screenhug is not responsible for any software or hardware issues, accidents, or other factors impacting charging performance.

(F) Product Color Variations:

Due to differences in screen settings, resolutions, and photo rendering, product colors displayed may not exactly match their true appearance. Screenhug does not accept returns or offer refunds for perceived discrepancies. Customers are encouraged to consider this limitation before making a purchase.

(G) Manufacturer Label Variations: 

Screenhug will not accept returns or replacements based solely on variations in manufacturing packaging or labels. These variations do not impact the functionality or compatibility of the advertised product.

(I) Third-Party Involvement:

Screenhug is not responsible for any issues, damage, or defects that occur if the product is given to or modified by a third party for repairs, alterations, or installation. Warranty coverage will be voided in such cases.