Returning a Product
Nearly all orders at Wiseguys are delivered without any issues, but occasionally things go wrong and an item may need to be returned. The information below can help you work out what is covered, what isn't and how to initiate a return.
How can I return a product?
Just because Wiseguys is an online only store, it doesn’t mean returning a product has to be complicated. We can arrange pick up via courier anywhere in NZ and we also offer a drop off option at two handy locations in Auckland.
Courier pick-up nationwide
Where the cost of returning a product is not covered, Wiseguys can provide you with access to our discounted courier rates and can send you a prepaid courier ticket in the mail so you can just call up and get the courier to collect the item from your home of office.
Our courier rates are amongst the lowest in the business with Auckland pickup at $3.80 and the rest of the NZ at $6.90 (for any standard sized item). Rural addresses incur an extra $3 fee and bulk pick up is by quote.
Dropping off a product in Auckland
Returns can be dropped off at our Mt Wellington office between 9:30am and 5:30pm, Monday to Friday. Make sure you contact Wiseguys before dropping a product off so we can provide you with a return authorisation number first. Our office location is:
20H Sylvia Park Road
When is a return possible?
A number of common scenarios are detailed below to help you work out when it is possible to return a product.
I’ve accidentally ordered the wrong product, I’ve changed my mind, or upon inspecting the product I realise it doesn’t suit my needs
You can shop in confidence knowing that if you accidentally order the wrong product, change your mind about the purchase or inspect the product then realise it will not suit your needs, that in most cases it can be returned for a refund less a restocking fee.
Criteria for return:
- You must request a return within 3 working days of receiving the product
- The product must be in resalable condition with the original packaging intact and undamaged
- The product is not a special order
- The product must be unused!
Why is there a restocking fee? – Firstly, it takes us time to process a returns claim, a cost not included in the original product's price. So when you need to return something for a reason where Wiseguys can't be held accountable, we need to pass this cost on. Secondly, Wiseguys and our distributors cannot resell a product as ‘new’ even if has just been opened briefly then repackaged and returned. Returned products are usually advertised as refurbished units and are offered with a significant discount from the new price.
How much is the restocking fee? – Where the original product packaging is unopened, the fee is 15% of the product’s purchase price. For products where the packaging is opened but completely undamaged the restocking fee is 20%.
Why can’t I return software? – For piracy related reasons, we cannot accept returns for software under any circumstances. Sorry!
Why can’t I return RAM? – Unfortunately too many of our customers had been requesting returns as a result of not researching compatibility properly prior to ordering. This was resulting in large numbers of returns that our distributors just wouldn’t wear so we have had to exclude this product category from non faulty returns completely. Sorry!
In this scenario you will need to cover the cost of returning the product to us however we can help out by providing discounted courier tickets for you to purchase so you can just call up and get the courier to collect the item from your home of office.
The product I received was not what I ordered
If you have been supplied the incorrect product by mistake Wiseguys will cover the cost of returning the incorrect product and supply the correct product (where it is available) or issue a full refund.
In this scenario we will need to be notified within 7 days of delivery and the incorrect product supplied must be in resalable / unused condition.
The product I ordered was damaged in transit
If your product has been damaged prior to arriving at your delivery address we will replace your product or issue a full refund where a replacement is not available.
You will need to return the damaged product to us before we can process your replacement or refund. All claims of this nature must be made within 7 days of delivery and we will cover any courier costs to return the product.
The product I received was faulty upon arrival
If the product you received is faulty upon arrival, Wiseguys will repair your product, replace your product or issue a full refund where a suitable replacement is not available.
In order to repair, replace or refund your faulty product, the product will need to be returned to us so we can test it to confirm that it is faulty. All claims of this nature must be made within 7 days of delivery and we will cover any courier costs to return the product.
After testing, if the product is deemed to be working correctly, you will need to pay for all incurred courier charges to have the product returned to you. So it pays to make sure the product is indeed faulty before initiating a return.
I've owned my product for some time, but it is now faulty or no longer works as intended
If your product is faulty or has stopped working as intended and is still within the warranty period specified when you purchased your product (manufacturer or extended warranty), Wiseguys will repair or replace your product or issue a refund where a replacement is not available.
In order to repair, replace or refund your faulty product, the product will need to be returned to us so we can test it to confirm that it is faulty.
As both manufacturer and extended warranties offers by Wiseguys are return to base (RTB), Wiseguys will not cover any courier costs to return the faulty product. We can however help out by providing discounted courier tickets for you to purchase so you can just call up and get the courier to collect the item from your home of office.
After testing, if the product is deemed to be working correctly, you will need to pay for the courier charges to have the product returned to you. So it pays to make sure the product is indeed faulty before initiating a return.