Returns & Refunds Policy

1. Before returning any product

Please do not return any product to NZTeco without written approval first.

All returns must be requested by email and approved through our return authorisation process. This allows us to confirm the correct product, issue, order details and return instructions before any goods are sent back.

To request a return, please email: accounts@nzteco.co.nz

Please include:

• your name or company name
• invoice number, order number or proof of purchase
• product model and serial number, where applicable
• reason for the return request
• photos or videos showing the issue, where relevant
• photos of the packaging and product condition, where relevant
• your preferred contact details

If a return is approved, NZTeco will provide return instructions. Products sent back without approval may be refused, delayed, returned to sender or held until the correct return details are provided.

2. Dead-on-arrival claims

If a product appears to be dead on arrival, damaged in transit, faulty on first use or materially different from what was supplied, please contact NZTeco within 7 days of receiving the goods.

We may request photos, video evidence, troubleshooting information, serial numbers, packaging photos or other details to help assess the claim.

Where a product is confirmed as dead on arrival or faulty, NZTeco may repair, replace, exchange or refund the product, depending on the circumstances and any rights or obligations that apply under New Zealand law.

Please keep all original packaging, accessories, manuals, cables, brackets and included items until the claim has been assessed.

3. Faulty products

If you believe a product is faulty, please contact NZTeco as soon as possible with the details of the issue.

We may ask you to complete basic checks, provide photos or videos, return the product for assessment, or allow reasonable technical assessment before a remedy is confirmed.

Depending on the product, issue and applicable law, NZTeco may offer a repair, replacement, exchange, refund, credit or other suitable remedy.

A product may not qualify as faulty where the issue is caused by misuse, incorrect installation, unauthorised modification, physical damage, electrical damage, water ingress outside the product’s rated use, unsuitable operating conditions, incorrect configuration, incompatible third-party systems, normal wear and tear, or use outside the product’s specifications.

4. Change-of-mind returns

NZTeco is not required to accept change-of-mind returns.

However, we may consider a change-of-mind return within 14 days of delivery if the product is:

• unopened
• unused
• undamaged
• complete with all accessories, manuals, cables and included items
• in original packaging
• in resaleable condition
• not a special-order, custom, imported, programmed, configured, software, cloud, licence, subscription or digital product

All change-of-mind returns are at NZTeco’s discretion and must be approved before the product is returned.

A restocking or handling fee may apply. If NZTeco agrees to accept a return where the retail packaging is damaged, marked, opened, incomplete or no longer suitable for resale as new, a minimum 5% handling fee may apply. Additional restocking fees may apply depending on the product condition, handling required and whether the item can reasonably be resold.

Original freight, delivery, handling and payment processing costs may not be refundable for change-of-mind returns.

5. Return freight

For approved change-of-mind returns, the customer is responsible for return freight, insurance and safe delivery back to NZTeco.

For products confirmed by NZTeco as faulty, dead on arrival or otherwise requiring a remedy under applicable law, NZTeco will provide a reasonable remedy in line with the circumstances. This may include arranging return freight, reimbursing reasonable return freight, supplying a replacement, repairing the item or providing another suitable outcome.

Products must be packed securely for return. NZTeco is not responsible for damage caused by poor return packaging or damage that occurs while goods are being returned by the customer or their carrier.

6. Special-order, imported, custom or configured products

Special-order, imported, custom, programmed, factory-configured, project-specific or non-standard products cannot usually be returned, cancelled or refunded unless they are faulty or NZTeco is required to do so by law.

This may include, but is not limited to:

• products ordered specifically for a customer, reseller, project or site
• products imported or sourced specially
• products that have been programmed, configured, provisioned or modified
• products with customer-specific settings, firmware, branding, licences or access credentials
• items that cannot reasonably be resold as standard stock

Please check product suitability carefully before ordering these items.

7. Software, cloud services, licences, subscriptions and digital products

Software, cloud services, API access, digital products, licence keys, activation codes, mobile credentials, subscriptions and similar digital items are generally non-refundable once issued, activated, provisioned, allocated, generated, supplied or made available.

Subscription services may be cancelled in accordance with the applicable subscription terms. Where a subscription has already been paid, activated or committed for a billing period, that period is generally non-refundable unless required by law or agreed in writing by NZTeco.

Cancelling a subscription usually prevents renewal after the current paid or committed term ends. It does not automatically create a refund for the current term.

8. Project labour, configuration and third-party services

Product returns relate to the goods supplied and do not automatically include any separate labour, project work, commissioning, configuration, programming, technical support, travel, call-out, subcontractor costs or third-party service costs.

Where project work, configuration or third-party services are supplied or arranged under a separate quote, invoice, agreement or scope of work, those terms will apply to that work.

Completed labour, configuration, commissioning, travel, call-out and third-party service costs are generally not refundable unless required by law or agreed in writing by NZTeco.

9. Items that cannot usually be returned

Unless faulty or required by law, the following items cannot usually be returned or refunded:

• used or installed products
• opened products that cannot be resold as new
• products with damaged, missing or marked packaging
• products missing accessories, manuals, cables, brackets or included items
• special-order, imported or custom products
• programmed, configured or provisioned products
• software, cloud, subscription, API, licence or digital products
• clearance, discontinued or final-sale items
• products damaged after delivery
• products affected by incorrect installation, misuse, modification or unsuitable operating conditions

10. Assessment of returned products

All returned products are subject to assessment.

NZTeco may test, inspect or assess returned goods before approving a refund, replacement, exchange, repair or credit.

If a returned product is found not to be faulty, or the issue is caused by misuse, damage, incorrect installation, unauthorised modification, unsuitable operating conditions or third-party incompatibility, NZTeco may decline the return or charge reasonable assessment, freight, handling or service costs.

11. Refunds

Where a refund is approved, NZTeco will usually process the refund using the original payment method where possible.

Approved refunds are usually processed within 5–10 business days after the returned goods have been received, assessed and approved. Bank, card provider or payment gateway processing times may vary and are outside NZTeco’s control.

Refunds may exclude freight, delivery, handling, payment processing, labour, configuration, subscription, licence, digital, project or third-party costs unless required by law or agreed in writing.

12. Exchanges and credits

Where appropriate, NZTeco may offer an exchange, replacement product, account credit or store credit instead of a refund.

For trade, reseller or account customers, credits may be applied to the customer’s NZTeco account unless another arrangement is agreed in writing.

13. Trade, reseller and business purchases

NZTeco supplies a range of commercial security, biometric, time attendance, access control, entrance control, software and related technology products.

For trade, reseller, commercial and business purchases, additional terms may apply through a quote, invoice, reseller agreement, project agreement, supplier terms, licence terms or other written agreement.

Where permitted by law, NZTeco may contract out of the Consumer Guarantees Act for business-to-business transactions where this is agreed in writing and is fair and reasonable.

14. Consumer rights

Nothing in this policy is intended to exclude, restrict or modify any rights that cannot be excluded, restricted or modified under New Zealand law.

Where the Consumer Guarantees Act 1993 or other applicable law provides a remedy, NZTeco will handle the matter in accordance with those legal obligations.