NZCART Warranty Policy
This warranty policy explains how NZCART handles product coverage and after-sales support. Reading the warranty policy before buying helps you understand what is covered and how to file a claim.
Warranty Policy Summary
At NZCART, we aim to provide reliable products and a fair, practical and transparent after-sales support process for our customers. We sell a wide range of gaming peripherals, mechanical keyboards, gaming mice, gaming controllers, IEMs, headphones, audio products and other enthusiast hardware.
Because products may be sourced through different manufacturer, distributor and international supply channels, warranty and after-sales support can vary depending on the specific product. For this reason, NZCART does not apply a single identical warranty resolution to every product. Every warranty claim is assessed individually.
Our objective is to provide an appropriate resolution based on the product, reported issue, product condition, age, availability, applicable coverage and the results of our verification and inspection process. Depending on the circumstances, an approved warranty claim may be resolved through: Repair, Replacement, Product upgrade, Partial refund, or Another appropriate resolution. A warranty claim does not automatically entitle a customer to a new replacement unit or a full refund.
Warranty Policy Recap
To summarise this warranty policy: coverage depends on the product and brand, claims are assessed individually after verification, and resolutions may include repair, replacement or partial refund. This warranty policy recap is only a summary of the full terms above.
Warranty claims may also be directed to the brand where relevant, for example 8BitDo support.
1. WARRANTY COVERAGE
The warranty coverage applicable to a product is based on the warranty information displayed on the relevant NZCART product page, invoice or applicable product documentation.
Customers should review the warranty information provided for the specific product before purchasing. Warranty periods may vary between products and brands. Where a separate warranty period is specifically stated on the product page, that stated period will apply.
The warranty period generally begins from the original purchase date. Warranty time spent during an inspection, RMA, repair or replacement process does not automatically restart or extend the original warranty period unless otherwise required by applicable law or expressly confirmed by NZCART.
2. STOCK CLEARANCE PRODUCTS
Stock clearance products may carry limited warranty coverage.
Where specifically stated on the product page, stock clearance products may include a 7-day warranty from delivery for verified out-of-box functional defects. Stock clearance products may have different warranty terms from regularly stocked products.
The warranty terms displayed on the relevant product page will apply.
3. BATTERY AND CABLE WARRANTY
Where specifically stated for the relevant product:
- Internal batteries may carry a 6-month warranty.
- USB cables may carry a 6-month warranty.
Battery capacity naturally decreases with use and charging cycles. Normal battery degradation over time is not considered a manufacturing defect.
Cable damage caused by physical stress, improper handling, excessive bending, pulling, twisting or accidental damage is generally not covered.
4. WHAT THE NZCART WARRANTY COVERS
Warranty support is intended primarily for verified manufacturing defects and qualifying functional failures occurring during normal intended use.
Examples may include: Hardware failure caused by a manufacturing defect, A component failing under normal intended use, Functional failure that cannot reasonably be attributed to physical damage, misuse or modification, Other defects covered by the applicable product warranty.
A reported problem does not automatically establish that a product has a manufacturing defect. NZCART may require troubleshooting, photographs, videos, product information or physical inspection before determining the appropriate resolution.
Additional Policy Sections
NZCART follows a verification and inspection-based warranty process.
When a customer reports a warranty issue, we may first request information to understand the problem. Depending on the issue, this may include:
- Order number
- Product name and model
- Serial number
- Description of the problem
- Photographs
- Videos
- Software or firmware information
- Troubleshooting results
- Product condition
- Other information reasonably required to assess the claim
If the issue cannot be reasonably assessed remotely, NZCART may request that the product be returned for physical inspection.
The final warranty resolution is determined after the applicable verification and inspection process.
Depending on the circumstances of the individual case, NZCART may provide one of the following resolutions.
Repair
Where a product can reasonably be repaired, NZCART may arrange or provide a repair.
Replacement
Where repair is not practical and a suitable replacement is available, NZCART may provide a replacement unit. Replacement availability depends on current stock and sourcing availability.
Product Upgrade
If the original product is unavailable and an appropriate replacement cannot reasonably be provided, NZCART may offer a product upgrade as an alternative resolution. Any applicable price difference will be communicated to the customer before the upgrade is accepted.
Partial Refund
In certain circumstances, where the product remains usable but the reported issue warrants a monetary adjustment, NZCART may offer a partial refund. The amount will depend on the nature of the issue, product condition, product age and circumstances of the claim.
Other Resolution
Where appropriate, NZCART may offer another reasonable resolution based on the circumstances of the case. The objective is to provide a practical and fair solution rather than applying the same resolution to every warranty claim.
Submitting a warranty claim does not automatically qualify a customer for:
- A brand-new replacement
- A full refund
- A product upgrade
- A specific monetary compensation
The appropriate resolution is determined after reviewing the claim and, where necessary, inspecting the product.
The resolution may depend on: Nature of the reported issue, Whether the issue is covered, Product age, Product condition, Availability of replacement stock, Availability of repair, Original sourcing channel, Manufacturer or supplier support where applicable, Missing accessories, Signs of misuse or damage, Inspection findings, Other relevant circumstances.
NZCART sources products through a combination of manufacturer, distributor, supplier and international sourcing channels.
As a result, not every product necessarily carries a direct manufacturer warranty that can be serviced through an authorized service centre in India.
Where manufacturer, distributor or supplier support is available, NZCART may coordinate with the relevant party as part of the warranty process.
Where direct manufacturer support is unavailable or impractical, NZCART may assess the product directly and determine an appropriate resolution based on the individual case.
The applicable warranty and after-sales support available for a particular product will depend on the terms stated on its product page and the circumstances of the claim.
A product may need to be physically inspected before a final warranty resolution is approved.
During inspection, NZCART may verify: Product model, SKU, Serial number, Product configuration, Physical condition, Product functionality, Accessories, Packaging, Signs of impact, Signs of liquid exposure, Signs of tampering, Unauthorized modifications, Firmware or software modifications, Other relevant conditions.
Receipt of a product for inspection does not constitute automatic approval of the warranty claim.
The final resolution will be determined after the inspection and verification process.
Where applicable, NZCART may record and verify: Serial numbers, SKU, Barcode, QR code, Product model, Product configuration, Other unique product identifiers.
These identifiers may be compared with the original order and dispatch records.
A warranty claim may require additional investigation where:
- The serial number does not match our records.
- The product model does not match the original order.
- Product identification has been removed or altered.
- The returned product appears different from the product originally supplied.
- Accessories or components have been substituted.
- There are indications of product tampering or substitution.
This verification process helps protect customers and NZCART from incorrect returns and fraudulent warranty claims.
NZCART may maintain reasonable product identification and dispatch records for warranty and dispute-resolution purposes.
If a product returned under warranty does not correspond to the product supplied against the original order, the claim may be placed on hold while the matter is investigated.
Examples include: Different serial number, Different SKU, Different product model, Different configuration, Different internal or external components, Missing original accessories, Altered identification labels, Evidence suggesting that the returned unit is not the original unit supplied.
Where an investigation establishes that a claim involves product substitution, materially misleading information or fraudulent activity, NZCART may decline the claim to the extent permitted by applicable law and retain relevant evidence for dispute resolution.
Warranty coverage does not generally include physical or cosmetic damage caused after delivery.
Examples include: Scratches, Dents, Cracks, Broken casing, Broken keycaps, Broken mouse buttons caused by physical force, Broken headphone hinges, Damaged yokes, Damaged sliders, Bent components, Burns, Deformation, Impact damage, Damage caused by dropping, Damage caused by mishandling.
Minor cosmetic variation that does not affect functionality may not qualify as a warranty defect.
Warranty coverage does not generally include damage caused by: Water, Liquid spills, Moisture, Humidity, Rust, Corrosion, Oxidation, Liquid entering internal components.
Where liquid damage is suspected, the product may be inspected for corresponding signs before the warranty claim is assessed.
Warranty coverage does not generally include physical damage to: USB ports, USB-C ports, 3.5mm audio jacks, Charging ports, Headphone connectors, Other physical connectors.
Examples include damage caused by: Excessive force, Pulling or twisting cables, Side-loading connectors, Improper insertion or removal, Unsupported adapters, Damaged hubs, Improper extension cables.
A functional failure caused by a genuine manufacturing defect may still be considered after inspection.
Warranty coverage does not generally include: Cut cables, Torn cables, Frayed cables, Crushed cables, Bent connectors, Broken connectors, Excessive cable bending, Damage caused by pulling or twisting, Damage caused by improper storage, Damage caused by pets or sharp objects.
Where a cable carries a separately stated warranty period, the specific warranty terms for that cable will apply.
Warranty coverage does not generally include damage or malfunction resulting from: Incorrect installation, Incorrect assembly, Incorrect configuration, Improper switch installation, Incorrect wiring, Unsupported modifications, Incorrect driver installation, Use outside manufacturer specifications, Improper setup.
Where a reported issue may be caused by software or configuration, NZCART may first provide troubleshooting assistance.
Warranty coverage does not generally include damage caused by: Voltage fluctuations, Electrical surges, Unstable power supply, Incorrect chargers, Incorrect voltage, Faulty USB ports, Faulty external power sources, Unsupported power adapters, Incompatible accessories, Non-genuine or unsuitable power components.
Customers should use the power supply, charger and accessories recommended or supplied for the product.
Warranty coverage may not apply where a product has been opened, modified, repaired or tampered with and the reported issue is related to or affected by that modification.
Examples include: Opening the product housing, Unauthorized repair, Soldering, PCB modification, Custom wiring, Internal component replacement, Driver replacement, Hardware modification, Unauthorized switch modification, Internal alteration, Removal or alteration of product identification.
For mechanical keyboards and enthusiast hardware, modifications such as soldering, PCB modification or other custom hardware work may affect warranty coverage where the modification is related to the reported issue.
Warranty coverage does not generally include damage caused by: Incorrect firmware flashing, Interrupted firmware updates, Unofficial firmware, Modified firmware, Unsupported firmware, Firmware flashing contrary to manufacturer instructions.
Customers should use official firmware and software supplied or recommended for the product.
Where a firmware update is required during normal supported operation, customers should carefully follow the applicable manufacturer instructions.
Warranty coverage does not generally include issues caused solely by: Third-party software, Operating-system conflicts, Driver conflicts, Unsupported operating systems, Bluetooth interference, Wireless interference, Network interference, Custom RGB software, Custom macro software, Third-party configuration software, Unsupported applications.
Where a hardware defect is suspected, NZCART may perform troubleshooting to distinguish hardware failure from software or compatibility issues.
Minor differences in RGB brightness, colour consistency or lighting between individual LEDs, keys or lighting zones may occur.
Minor lighting variation that does not materially affect product functionality may not qualify as a warranty defect.
Internal batteries may carry a separate warranty period where stated on the relevant product page.
Battery capacity naturally decreases with use and charging cycles. Normal battery degradation is not considered a manufacturing defect.
Warranty coverage does not generally include battery damage caused by: Incorrect charging, Unsupported chargers, Physical damage, Liquid exposure, Unauthorized battery replacement, Improper storage, Modification.
Wireless connectivity problems caused by external interference, unsupported devices, operating-system issues or environmental conditions may require troubleshooting before a hardware defect can be confirmed.
For headphones, IEMs and other audio products, warranty coverage does not generally include: Physical damage to housings, Broken connectors caused by force, Damaged cables caused by pulling or twisting, Bent connectors, Broken hinges, Damaged headbands, Torn ear pads, Normal ear-pad wear, Foam compression, Cosmetic wear, Earwax or debris accumulation, Blocked acoustic filters caused by contamination, Liquid or moisture damage, Damage caused by incompatible DACs, amplifiers or power sources, Damage caused by improper cleaning.
Sound characteristics may vary between individual units within reasonable manufacturing tolerances and do not necessarily indicate a product defect.
Warranty coverage does not generally include normal wear and tear, including: Keycap shine, Keycap fading, Switch wear, Changes in switch feel or sound over prolonged use, Mouse feet wear, Grip wear, Battery capacity reduction over time, Ear-pad wear, Foam compression, Leatherette peeling from normal use, Cable wear caused by ordinary use, Cosmetic aging.
Warranty support is intended for qualifying manufacturing defects and functional failures, not ordinary product aging.
Warranty coverage does not generally include damage caused by: Fire, Flood, Lightning, Earthquake, Natural disasters, Major electrical events, War, Civil unrest, Other uncontrollable external events.
Customers are responsible for: Keeping the original order information or proof of purchase, Providing accurate information about the reported issue, Following reasonable troubleshooting instructions, Providing photographs or videos where requested, Keeping the product and accessories safely until the claim is resolved, Returning the product securely when an RMA is approved, Using appropriate protective packaging for return shipments, Not attempting unauthorized repairs or modifications while a warranty claim is being investigated.
Customers must contact NZCART before sending a product for warranty inspection. Do not send products to NZCART without receiving return instructions.
The warranty process generally follows these steps:
- Submit the warranty claim with your order details.
- Provide a clear description of the issue.
- Provide photographs, videos or other information if requested.
- Complete any reasonable troubleshooting requested by our support team.
- If required, receive RMA/return instructions.
- Ship the product according to the provided instructions.
- NZCART inspects and verifies the product.
- The appropriate warranty resolution is determined.
- The product is repaired, replaced, upgraded, refunded partially or otherwise resolved depending on the circumstances.
Products returned for warranty inspection must be packaged securely.
Customers are responsible for protecting the product against foreseeable transit damage when arranging or sending a return shipment.
NZCART is not responsible for damage caused during a customer-arranged return shipment due to inadequate, improper or insufficient packaging.
Where applicable, customers should retain the original product packaging until the warranty claim has been resolved.
Products submitted for inspection should be reasonably clean and free from excessive: Dust, Hair, Food residue, Debris, Liquid contamination, Other avoidable contamination.
Where excessive contamination requires additional cleaning or handling before inspection, an applicable cleaning or handling charge may be applied where permitted.
Products showing signs of liquid contamination may be treated as liquid-damage cases.
Customers should return the complete product and all accessories supplied with the original order when requested.
This may include: USB cables, Wireless receivers, Dongles, Adapters, Switches, Keycap pullers, Switch pullers, Wrist rests, Manuals, Other included accessories.
Missing components may affect the available warranty resolution where legally permitted and where those components were originally supplied with the product.
Following inspection, NZCART may determine that: The reported issue is a covered manufacturing defect, The product requires repair, The product should be replaced, A suitable upgrade can be offered, A partial refund is appropriate, The product does not qualify for warranty coverage, Additional information or testing is required.
The resolution will depend on the actual findings and circumstances of the case.
A warranty claim may be rejected where inspection determines that the reported issue is caused by an excluded condition, including: Physical damage, Liquid damage, Accidental damage, Misuse, Unauthorized modification, Unauthorized repair, Incorrect installation, Electrical damage, Unsupported firmware, Software or compatibility issues, Normal wear and tear, Missing or altered product identification, Product substitution, Other circumstances outside the applicable warranty coverage.
Where a claim is rejected, NZCART will communicate the applicable reason and available next steps.
Where applicable, the customer may be responsible for return shipping costs associated with a rejected claim.
If a warranty claim is approved but the original product is unavailable, NZCART may consider: Waiting for replacement stock, A suitable alternative product, A product upgrade, Repair, where available, Partial refund, Another appropriate resolution.
The available options depend on the product and circumstances.
Customers will be informed of the available resolution before proceeding where a choice is applicable.
If a product has been discontinued and replacement stock is no longer available, NZCART may consider an appropriate alternative resolution based on: Product availability, Product condition, Product age, Nature of the issue, Original purchase price, Available replacement products, Applicable warranty terms.
Possible resolutions may include repair, replacement with a suitable alternative, upgrade, partial refund or another appropriate resolution.
NZCART takes genuine warranty claims seriously.
To protect customers and the business, NZCART may investigate claims involving: Product substitution, Serial-number mismatch, Altered product identification, False or inconsistent descriptions, Manipulated evidence, Unexplained physical damage, Missing components, Unauthorized modifications, Products returned in a different condition, Repeated misuse of warranty services, Other circumstances that reasonably require additional verification.
Where a claim is found to be 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.
Warranty support at NZCART is based on the applicable product warranty and the circumstances of each individual case.
Because our catalogue includes products sourced through different manufacturer, distributor, supplier and international sourcing channels, the warranty process and available resolution may vary between products.
A warranty claim does not automatically mean a replacement or full refund will be issued.
NZCART will assess the reported issue and, where necessary, inspect the product before determining the most appropriate resolution.
Depending on the case, this may include: Repair, replacement, product upgrade, partial refund or another appropriate resolution.
Our goal is to provide a practical and fair resolution while protecting the integrity of the warranty process for genuine customers.
Nothing in this policy is intended to exclude or restrict any mandatory consumer rights or remedies available under applicable Indian law.
For more information, please see our Refund & Return Policy.
