Return Policy
If you have any questions about this policy, please contact our Customer Service: hello@itsunz.com
Please determine your choice carefully prior to payment as we do not refund should you change your mind about a particular purchase. Do contact us for any questions and we are happy to ensure a smooth customer journey for you!
We are happy to refund in full due to health concerns accompanied with a doctor’s certificate, proof of purchase and providing the goods are in their original condition & original packaging. Terms and conditions will apply.
We are happy to exchange your goods within 7 days after payment and before delivery.
If the goods are faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
New Zealand Exclusion
If you purchased the ITSU consumer product in New Zealand for the purpose of a business, it is hereby agreed that the provisions of the Consumer Guarantees Act 1993 do not apply in accordance with section 43(2) of the Consumer Guarantees Act.
Warranty Terms & Conditions
GENERAL TERMS AND CONDITIONS (FOR USE IN A DOMESTIC, AND NOT IN A COMMERCIAL ENVIRONMENT)
The New Zealand Consumer Guarantees Act (1993) as well as other laws in the jurisdiction guarantee certain conditions, warranties and undertakings, and give you other legal rights, in relation to the quality and fitness for purpose of ITSU consumer products sold in New Zealand.
For products sold in New Zealand, these guarantees cannot be modified nor excluded by any contract, except in those circumstances contemplated by section 43(2) of the New Zealand Consumer Guarantees Act.
You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality. You are also entitled to a replacement or refund for a major failure of the goods and compensation for any other reasonably foreseeable loss or damage. What constitutes a major failure is an objective test of reasonableness and not necessarily an individual consumer’s point of view.
Nothing in this Warranty purports to modify or exclude the conditions, warranties and undertakings, and other legal rights, under the New Zealand Consumer Guarantees Act and other laws. This Warranty gives you additional protection for your ITSU consumer product and identifies a preferred approach to resolving warranty claims which will be quickest and simplest for all parties, subject to the exclusions, terms and conditions below.
Coverage and Application
ITSU of Unit 18, 29 Aviemore Drive, Highland Park (“ITSU”) warrants that your ITSU consumer product:
i. is of acceptable quality;
ii. does not have a latent defect.
For the purpose of this Warranty, an “ITSU consumer product” is a hardware product which:
i. was manufactured by or on behalf of ITSU; and
ii. bears a trade mark owned or used by ITSU (generally “ITSU”); and
iii. was sold by an Authorised Reseller or Distributor of ITSU; and
iv. was purchased in New Zealand, but does not include any hardware or software which is packaged or sold with an ITSU consumer product unless that is itself an ITSU consumer product, and
v. is used in a normal domestic environment, not a commercial environment.
Warranty Period
The period during which this Warranty is in effect will depend upon the ITSU consumer product to which it relates. For delivery products, the commencement date for the period is the actual day of delivery, as reflected on the Authorised Reseller’s or Distributor’s delivery note provided to you. For pick up products, the commencement date for the period is the actual day of purchase, as reflected on the Authorised Reseller’s or Distributor’s invoice / receipt provided to you. The period during which each ITSU consumer product which is the subject of this Warranty is covered by this Warranty is identified in product warranty details.
Warranty Claim
If you consider that the ITSU consumer product which you have purchased is not of acceptable quality, has a latent defect, or is otherwise not compliant with the conditions, warranties, undertakings, and legal rights given to you under New Zealand Law (for example, it appears faulty, or does not work at all or properly), you can make a claim under this Warranty.
Except where an International Product Warranty has been provided with your ITSU consumer product, warranty service will only be provided in the specific country where the ITSU consumer product was originally purchased. For example, if you have purchased the ITSU product within New Zealand, warranty service will be limited to New Zealand only.
If you purchased this product in New Zealand and wish to make a claim under this Warranty, you should:
i. Email us at hello@itsunz.com. Please provide your invoice, name and product info in an email; or
ii. Call or visit your local store with your invoice and/or product.
You will not be able to gain the benefit of this Warranty without making a claim.
When you make any claim under this Warranty it is essential that you provide a copy of your proof of purchase of the ITSU consumer product, whether in person, by email or by fax. A claim under this Warranty is not formally made unless and until that proof of purchase is provided. This does not detract from your statutory rights.
If, following receipt of a claim under this Warranty, ITSU or its agent determine that your claim in respect of an ITSU consumer product is valid (having regard to the terms of each product warranty details), and:
i. If the goods can be repaired and the failure to comply with the warranty is not a major failure or a failure of substantial character, ITSU or its agent will either repair the ITSU consumer product or, if authorised by ITSU, pay you for the cost of a repair of the ITSU consumer product, or replace the ITSU consumer product with the same or similar product or refund you the cost of a replacement, in each case depending upon what is reasonable in the circumstances with regard to ITSU’s statutory obligations and at no cost to you.
ii. Goods presented for repair may be replaced by refurbished goods of the same type with equal or greater functionality rather than being repaired. Refurbished parts may be used to repair the goods.
The standard ITSU warranty periods are set out by product type in each product warranty details, although each claim is assessed on its own merits and you may have statutory rights outside of the Warranty Period. If ITSU provides you with either a replacement or refund, you immediately transfer ownership in the original ITSU consumer product or part to ITSU. If ITSU repairs the goods, you immediately transfer ownership in any residual parts to ITSU. Any such resolution by ITSU of a claim under this Warranty by you does not otherwise detract from any other statutory rights which you might have in the circumstances, including your right to monetary compensation for a valid claim.
If, following receipt of a claim under this Warranty, ITSU or its agent determine that your claim in respect of an ITSU consumer product is invalid, ITSU may charge you for any labour, parts or transport costs incurred by ITSU or its agent in assessing your claim.
Warranty Transferability
This Warranty is not transferable to a new owner or for a product leased or rented unless approved by ITSU and in writing. We reserve the right to not transfer.
Carry-In and On-Site repairs
If you wish to make a claim in relation to an ITSU product which you can reasonably transport to the nearest ITSU Store to an authorised repair service centre (as directed when you first make the claim under this Warranty), please bring, or send, that ITSU product to the nearest ITSU Store authorised service centre for assessment, the cost of which will be borne by ITSU if your claim is determined to be valid pursuant to this Warranty. Such ITSU products do not include those products dealt with in subparagraph.
Whenever possible, the product should be returned in its original carton and packing or alternatively in packing suitable to prevent damage to the product. ITSU will not accept responsibility for damage to the product during this transport caused by unsuitable or inadequate packing.
If you make a claim under this Warranty in relation to an ITSU chair product in warranty ITSU or its agent will send Authorised ITSU Service Personnel to the place where that ITSU product is located to assess the warranty claim and, if necessary, repair the product on-site, at ITSU’s cost.
In Warranties may incur a non-refundable $120 + GST service charge if the service does not fit the manufacturer’s warranty. This charge is applicable for Out Warranties. The minimum service charge is payable irrespective of whether you decline a repair quote.
If the customer’s product is not covered under warranty, ITSU may offer Repair Services under the customer’s payment. Please contact ITSU NZ for Price Guides which are subject to change without notice
Parts (Options) and Accessories Warranty.
This part of the Warranty identifies ITSU’s preferred approach to resolving warranty claims in relation to parts and accessories.
The parts and accessories are divided into those which are supplied within the box of the ITSU product for which they are to be used (In-Box), and those which are supplied separately from an ITSU product for use with it (Out-Box).
Out-Box:
Parts and accessories purchased from Authorised ITSU Resellers and Distributors are generally covered under this Warranty.
In-Box:
i. All ITSU parts and accessories purchased together with the ITSU product are covered under this Warranty for the period specified in the invoice. Generally ITSU will replace the defective part or accessory which is the subject of the claim during this period.
ii. You will only be able to make a claim under this Warranty for lost or missing ITSU parts and accessories if, with your claim, you are able to provide satisfactory evidence that the relevant item was missing from the box or other storage or packaging material originally supplied by ITSU.
Warranty Exclusions
This section identifies what is excluded under this Warranty.
i. For the avoidance of any doubt, any and all warranties or conditions which are not guaranteed under the New Zealand Consumer Guarantees Act (as applicable) and which are not expressly included in this Warranty as additional warranties or conditions are excluded.
ii. This Warranty does not extend to loss caused by normal wear and tear, fire, water (liquid spillage or ingression, subject to paragraph D below), theft, vermin or insect infestation.
iii. This Warranty does not cover water damage to the ITSU products.This Warranty does not cover damage caused by:
misuse or abusive use of the ITSU product, including physical abuse;
incorrect operation or not following the operation instructions (as stated in the Product Operation Manual or manufacturer’s instructions provided with the ITSU product);
improper installation by claimer;
incorrect or improper maintenance or failure to maintain the ITSU product;
failure to clean or improper cleaning of the product;
adverse external conditions such as power surges and dips, thunderstorm activity, acts of God, acts of terrorism, damage caused by vermin, or any other act or circumstance beyond ITSU’s control;
exposure to excessive heat, moisture or dampness;
exposure to abnormally corrosive conditions;
use of non-authorised/non-standard, defective or incompatible parts;
password setting/ resetting and computer virus;
repair, modification or other work carried out on the ITSU product other than by Authorised iRelax Service Personnel; and
any damage caused by micro sims where the product is not specifically designed to accept them.
iv. This Warranty does not cover ITSU products purchased in an auction.
v. If the ITSU product you are using has been rented or leased by you the Warranty is voided.
vi. This Warranty does not cover service costs in replacing and maintaining consumable parts which have ceased working through normal wear and tear.
vii. To the extent permitted by law, this Warranty does not cover ITSU products which, at the time you consider a claim might be made under this Warranty, do not bear the original manufacturer’s factory-applied serial number in its original form (for instance where it or the sticker bearing it has been removed, wiped out, rubbed off, or altered).
viii. This Warranty does not cover the loss of any data howsoever caused. You shall be responsible for backing up and protecting data against loss, damage or destruction. Please note that the repair of goods may result in loss of data.
ix. This Warranty does not cover any defects not notified to ITSU within the Warranty Period, however, you may also have statutory rights outside of the Warranty Period.