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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 if you have purchased the incorrect item, we offer a 30-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 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 $6.50 for urban areas and $10 for rural areas will need to be paid for exchanges.
  • 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 15 days of 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) 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. 

Product Warranty Exclusions and Limitations

Our warranty does not apply when the product has been used, and 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 Screenhug products with unsuitable accessories: Including but not limited to:

  • Products not purchased from Screenhug Ltd
  • Phone mounts not designed for specific phone models.
  • Cases that obstruct camera lenses or fingerprint sensors.
  • Wireless chargers incompatible with certain phone cases.
  • Earphones & Chargers with connectors that do not match the device's ports.
  • Cases with built-in screen protectors that are not compatible with additional screen protectors already installed.
  • Power banks & Chargers with incompatible voltage outputs for certain devices.
  • Smart covers that interfere with screen protector sensors.

(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 or any software & updates causing hardware faults including but not limited to decreased battery life, touch sensitivity issues, system errors, or bricked devices due to Jailbreak or alike are not covered under warranty.

(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.

(L) Due to potential variations in the appearance of product colors caused by individual screen settings and resolutions, we cannot guarantee that the colors seen on your screen accurately reflect the true colors of the items. As such, we regret to inform you that we do not accept returns or offer refunds based on perceived color discrepancies. We encourage customers to be aware of the inherent limitations in color representation on screens and consider this factor before making a purchase.