Returns & Warranty

Changing your mind / purchasing the wrong product by mistake

If you change your mind or purchase the wrong item, you may request an exchange or refund within 30 days of receiving your order. The item must be returned at your own cost, and the exchange policy does not apply to bulk orders.

A 20% restocking fee applies to all exchanges and refunds. This fee covers the restocking and transaction costs associated with processing the return. If the item you wish to exchange for is more expensive, the price difference will also need to be paid.

Return Conditions:

To initiate a return, you must notify us within 30 days of delivery. Returned goods must be:

• Sealed and unopened
• In their original packaging
• In unused, resalable condition

Failure to meet these conditions will result in the rejection of the return request, and no refund or exchange will be processed.

Fees and re-delivery:

• Orders on hold or awaiting pickup: A 20% restocking fee applies for change-of-mind refunds.
• Exchanges: A redelivery fee of $7 for urban areas, $12 for rural areas. Alternatively, you may provide your own prepaid return courier bag.
• If the order value after the return falls below the free shipping threshold, the original shipping fee will also be deducted from the refund.
• Shipping costs are non-refundable and will not be credited.

Exclusions:

We reserve the right to decline a 30-day exchange or refund in special circumstances beyond our control, such as:

• Personal issues or delays unrelated to the product
• 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 at the time of the request.

Order Cancellation Fee (Unshipped Items)

Change of mind cancellations made before an item has been shipped will incur a 5% processing fee. This fee covers non-refundable credit card transaction and processing costs

Incorrectly supplied products

If you have been accidentally supplied the wrong product, we will first send the correct item (where available). If the correct product is unavailable, a credit or refund will be issued once the incorrect item has been returned. A return courier option will be provided.

Conditions for processing an incorrectly supplied product:

• When we courier the correct product, the incorrect item(s) must be returned to us using the provided return ticket and in the same-sized bag it was sent in.
• 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 Returned to Sender

If your order is returned to us due to an incorrect address provided, failure to collect from the courier, refusal of delivery, or any similar reason outside of our control, you may choose to either:

1. Have the order re-delivered provided that the required redelivery fee is paid in full before dispatch, or

2. Receive a partial refund, in which case a 20% restocking fee will apply and original shipping costs are strictly non-refundable. 

We reserve the right to decline any exchange or refund in circumstances where:

• The parcel cannot be located or recovered from the courier.
  
• The product is returned in an unsellable condition, or
• there are personal issues or external factors unrelated to the product itself or our ability to fulfill the order.
• If the order value after the return falls below the free shipping threshold, the original shipping fee will also be deducted from the refund amount.

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 on arrival, or if it does not comply with the guarantees under the Consumer Guarantees Act 1993 (CGA), we will repair or replace the item, or issue a refund or store credit as appropriate. To assess whether the product is faulty, it must be returned to us for inspection. Without limiting your rights under the CGA, we require the product to be returned so we can confirm the fault before proceeding with a repair, replacement, credit, or refund. Shipping fees are non-refundable unless the product is confirmed to be faulty by us. Where the CGA applies, we will fully meet our obligations under that Act.

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, including but not limited to:

• Reduced battery performance.
• Touch sensitivity problems.
• Finger print sensor issues.
• 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 and Use of Installed Products:

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

We do not offer replacements or refunds for products such as screen protectors or cases once they have been installed, packaging fully removed, and the product is in use, except where the product is found to be faulty, damaged on arrival. In such cases, consumer guarantees under applicable law will apply, and appropriate remedies will be provided.

(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.

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.