Refund, Return & Replacement Policy
This refund policy explains how NZCART handles cancellations, returns, replacements and refunds. Reviewing this refund policy before ordering helps you know exactly what to expect if something goes wrong.
Refund Policy Summary
At NZCART, we aim to provide a straightforward and transparent process for cancellations, returns, replacements and refunds. Because NZCART sells gaming peripherals, mechanical keyboards, gaming mice, controllers, IEMs, audio products and other electronic hardware, every return, replacement and refund request may require verification before a resolution is approved.
This process is designed to protect genuine customers while also preventing product substitution, fraudulent claims, misuse of the return process and other forms of abuse. Submitting a return or refund request does not automatically mean that the request has been approved. All claims are subject to the applicable terms below and verification where required.
Refund Policy Recap
To summarise this refund policy: cancellations before dispatch are refunded, returns are verified before approval, and approved refunds go back to your original payment method. This refund policy recap is only a summary of the full terms above.
Refunds are issued to your original payment method and processed by partners such as Razorpay.
1. ORDER CANCELLATION
Orders may be cancelled before dispatch, subject to the applicable cancellation terms. Customers should submit cancellation requests as early as possible and provide their order number.
Once an order has been dispatched, it cannot be treated as a normal pre-dispatch cancellation. If an order has already entered fulfilment, been packed, handed over to a courier partner or otherwise incurred non-recoverable costs, applicable shipping, fulfilment, payment-processing or other charges may be deducted from the refundable amount where permitted.
2. CANCELLATION BEFORE DISPATCH
If an order has not yet been dispatched, NZCART may process the cancellation after accounting for any applicable non-recoverable payment-processing or fulfilment charges. The actual amount, if any, may vary depending on the payment method and costs already incurred.
3. CANCELLATION AFTER DISPATCH
Once an order has been dispatched or handed over to a courier partner, it is no longer treated as a simple pre-dispatch cancellation. If the shipment is returned to NZCART or a return is otherwise approved, applicable forward shipping, reverse shipping, fulfilment or other recoverable costs may be deducted where permitted.
4. WHEN IS AN ORDER CONSIDERED DISPATCHED?
An order is considered dispatched once it has been handed over to our courier partner for delivery. A tracking number may be generated before or around the time of courier pickup. Where necessary, the actual shipment status recorded by the courier may be used to determine whether an order has been dispatched.
Additional Policy Sections
NZCART may consider returns or replacements for eligible products in situations including:
- Product received in damaged condition
- Wrong product received
- Product received with a manufacturing defect
- Product materially different from the product ordered
- Missing components or accessories attributable to the original shipment
- Other issues covered under the applicable return or warranty terms
All claims are subject to verification.
A return request, complaint or photograph submitted by a customer does not by itself establish that a product was defective, damaged, incorrectly supplied or incomplete.
For claims involving a:
- Wrong product
- Damaged product
- Used product
- Tampered package
- Missing item or accessory
- Product substitution
- Product materially different from the order
customers are required to provide clear supporting evidence.
A continuous unboxing video is strongly required for these claims and may be necessary for NZCART to properly verify the condition and contents of the shipment.
A valid unboxing video should:
- Begin with the package in its received condition.
- Clearly show the shipping label and relevant package information.
- Show the condition of the outer packaging.
- Show the package being opened continuously.
- Clearly show the product and all contents.
- Show any visible damage, missing components or discrepancies.
- Continue without unexplained cuts, edits or gaps.
Edited, cut, incomplete or otherwise manipulated footage may not be accepted as sufficient evidence. Where sufficient evidence is not provided and NZCART cannot reasonably verify the reported issue, the claim may be declined to the extent permitted by applicable law.
Customers must retain the original product packaging, shipping packaging, labels and included accessories until a return, replacement or damage investigation has been completed.
Do not discard:
- Shipping boxes
- Product boxes
- Protective packaging
- Labels
- Manuals
- Cables
- Adapters
- Dongles
- Accessories
- Promotional items supplied with the order
Failure to retain relevant packaging or components may make verification more difficult and may affect the resolution of a claim where the missing material is necessary to establish the issue.
If you receive a product different from the product ordered, contact NZCART as soon as possible.
The product should remain:
- Unused
- Unmodified
- In its original condition
- With all original accessories
- With the original packaging
Where possible, customers should verify the product model, variant, colour and specifications before opening or using the product.
NZCART may verify the order against: SKU, Product model, Serial number, Barcode, Product configuration, Packaging, Accessories, Dispatch records, Photographs or other available records.
If a product has been opened, configured, used, modified or otherwise altered before a wrong-product claim has been verified, additional inspection may be required.
Any applicable deduction for loss of value will be determined based on the circumstances and applicable law.
Where a product carries a serial number, barcode, unique identifier or other manufacturer identification, NZCART may record or verify that information against the order and dispatch records.
Products returned with:
- A different serial number
- A different SKU
- Different accessories
- Different configuration
- Altered identification labels
- Missing identification
- Evidence of tampering
may be treated as a product mismatch and will be subject to further investigation.
Removing, altering, damaging or obscuring product identification labels may affect eligibility for return, replacement or warranty service.
If an order arrives visibly damaged or appears to have been tampered with, customers should contact NZCART promptly and provide clear photographs and supporting evidence.
Where applicable, provide photographs or video showing:
- Outer shipping package
- Shipping label
- Visible damage
- Internal packaging
- Product condition
- Any damaged accessories
Do not discard the original packaging until the matter has been resolved.
Where appropriate, NZCART may coordinate with the courier or shipping partner to investigate transit damage. A replacement or other resolution may be provided after the applicable verification and investigation process has been completed.
If a product appears to have a manufacturing defect, contact NZCART with: Order number, Product details, Description of the issue, Photographs or videos where relevant, Any troubleshooting information requested by NZCART.
Depending on the product and manufacturer, NZCART may perform an initial assessment or coordinate with the applicable manufacturer, distributor or warranty provider. A product may need to be returned for inspection before a replacement or refund is approved.
The following are generally not treated as manufacturing defects:
- Accidental damage
- Physical impact
- Liquid damage
- Improper installation
- Incorrect power supply
- Misuse
- Unauthorized modification
- Broken connectors caused by improper handling
- Firmware or hardware modification not supported by the manufacturer
- Normal wear and tear
- Damage caused by use contrary to manufacturer instructions
Such cases may be handled separately under the applicable warranty terms, if any.
Every returned product is subject to inspection before a refund or replacement is finalized.
Receipt of a returned package does not constitute automatic acceptance of the customer’s claim or confirmation that a refund is due.
NZCART may verify: Product model, SKU, Serial number, Product condition, Accessories, Packaging, Product identification, Physical damage, Signs of use, Signs of tampering, Unauthorized modifications, Reported defects, Compatibility issues, Other relevant order or dispatch information.
The final resolution will be determined after reviewing the available evidence, inspection findings, order information and applicable policy terms.
Products affected by customer-caused damage or misuse are not treated as manufacturing defects.
Examples include: Accidental damage, Liquid exposure, Physical abuse, Incorrect installation, Incorrect power supply, Improper handling, Unauthorized modification, Broken ports or connectors caused by misuse, Tampering, Damage caused during customer-arranged return shipping, Use contrary to manufacturer instructions.
Such products may be rejected from defect-based replacement or refund after inspection.
Unless the approved claim concerns a verified defective, damaged or incorrect product, returned products should be in their original condition.
Where applicable, returned products must include: Original packaging, Manuals, Cables, Adapters, Dongles, Accessories, Promotional items, Other components supplied with the original order.
Products returned with missing components, physical damage, signs of misuse, tampering or unauthorized modification may require additional inspection before any resolution is provided.
Any applicable deduction will be determined based on the actual condition of the product and circumstances of the return, subject to applicable law.
Customers must contact NZCART and obtain return instructions before sending a product back.
Do not send products to NZCART without return authorization.
Unauthorized returns may be delayed, refused or returned to the sender at the customer’s expense where permitted.
NZCART is not responsible for products sent to an incorrect address or returned without following the provided return instructions.
Where a return or replacement is approved because of a verified product defect, incorrect product or other issue attributable to NZCART, the applicable return shipping arrangement will be communicated to the customer.
For issues outside NZCART’s responsibility, including certain customer-caused issues or applicable warranty cases, the customer may be responsible for return shipping costs.
The applicable shipping responsibility will be communicated during the resolution process.
Customers are responsible for packaging products securely when returning them.
Products must be adequately protected against: Impact, Moisture, Compression, Scratching, Static discharge where applicable, Other foreseeable transit damage.
NZCART is not responsible for damage occurring during a customer-arranged return shipment due to inadequate, improper or insufficient packaging.
Certain products may not be eligible for ordinary change-of-mind returns because of their nature. These may include, where applicable:
- Downloadable digital products
- Software keys or digital licences after delivery or activation
- Gift cards
- Consumable products once opened or used
- Products specifically identified on the product page as non-returnable where legally permitted
- Products that cannot reasonably be resold due to hygiene, safety or other applicable considerations
These exclusions do not override applicable consumer rights relating to defective, damaged, wrong or materially misrepresented products.
For digital products such as software keys, activation codes or downloadable products, delivery may be considered completed once the relevant key, code, account access or digital entitlement has been supplied.
Digital products that have already been revealed, delivered, activated or redeemed may not be eligible for cancellation or refund except where required by applicable law or where NZCART determines that the issue qualifies for a refund.
Customers are responsible for verifying system requirements, regional restrictions, platform compatibility and other relevant requirements before purchasing where such information is provided on the product page.
If an order is marked as delivered but has not been received, contact NZCART as soon as possible.
NZCART may: Verify the delivery address, Review courier tracking information, Request delivery confirmation, Contact the courier, Initiate a courier investigation, Request additional information from the customer.
Customers must cooperate with reasonable verification requests. The final resolution will depend on the circumstances of the shipment and the outcome of the courier investigation.
Refunds are issued only after the applicable cancellation, return, replacement or inspection process has been completed and the refund has been approved.
Once a refund is approved, it will generally be initiated through the applicable payment method or refund mechanism.
The time required for the refunded amount to appear in the customer’s account may depend on the payment gateway, bank, card issuer or other financial institution.
Where a replacement is approved, NZCART will generally attempt to provide the same product or model, subject to availability.
If the same product is unavailable, NZCART may provide an appropriate alternative or refund, depending on the circumstances and applicable terms.
A refund is not automatically issued merely because a customer requests one.
The applicable return, replacement, inspection and verification process must be completed before the final resolution is determined.
Discounted and promotional products remain subject to applicable return, replacement and warranty rights.
Any special return conditions applicable to a particular product or promotion will be stated on the relevant product page or during checkout.
NZCART takes genuine customer complaints seriously and maintains reasonable verification procedures to protect both customers and the business from fraudulent or abusive claims.
NZCART may investigate claims involving: Product substitution, Serial-number mismatch, False or inconsistent damage reports, Altered or manipulated evidence, Missing components, Unexplained changes in product condition, Unauthorized modifications, Products returned in a different condition, False or misleading information, Repeated abuse of the return or replacement process, Other circumstances that reasonably require additional verification.
NZCART may maintain relevant order, product identification, dispatch and return records for verification and dispute-resolution purposes.
Where an investigation establishes that a claim is fraudulent, materially misleading or abusive, NZCART may decline the claim to the extent permitted by applicable law and may retain relevant evidence for dispute resolution or legal purposes.
A product returned to NZCART is not automatically eligible for a refund or replacement.
The returned product must correspond to the product supplied against the order and must satisfy the applicable return or warranty requirements.
NZCART may verify the returned product against available order and dispatch records before approving the final resolution.
After the applicable return or replacement period, eligible product issues may be handled under the applicable product warranty.
Warranty duration, coverage and procedures may vary by product and manufacturer.
Please refer to the NZCART Warranty Policy for details.
For questions regarding a cancellation, return, replacement or refund, customers should contact NZCART with:
- Order number
- Product name
- Description of the issue
- Relevant photographs or videos
- Any other information requested by our support team
Providing complete information at the beginning of the process helps us investigate and resolve the issue more efficiently.
NZCART reserves the right to verify every return, replacement and refund request before approving a resolution.
Our verification procedures are designed to protect genuine customers while preventing fraudulent claims, product substitution, misuse of the return process and other forms of abuse.
Nothing in this policy is intended to exclude or restrict any rights or remedies available to consumers under applicable Indian law.
Where a specific product page contains additional product-specific return or warranty terms, those terms will also apply.
