Refunds, Returns & Warranty Policy
This policy explains how Ramier Tech Limited handles change-of-mind returns, refunds, faulty products, ex-lease devices, warranty claims and business purchases in New Zealand.
Your statutory rights remain protected
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law.
Eligible non-faulty return requests must be made within 7 calendar days.
Returned products are inspected before any refund, exchange, credit or replacement is approved.
Non-faulty opened or used returns may be declined or accepted subject to a restocking deduction.
Warranty periods for ex-lease and refurbished products are confirmed on the product documentation or invoice.
What this policy covers
Scope of this policy
Products purchased directly from Ramier Tech.
This policy applies to products purchased directly from Ramier Tech Limited through our New Zealand website or another authorised Ramier Tech sales channel.
Different terms may apply where a product is supplied under a separate written commercial agreement, special-order arrangement, manufacturer programme or business contract.
Ex-lease, pre-owned and refurbished products
Understanding the nature of previously used technology.
Ex-lease, pre-owned and refurbished products have previously been owned, leased, deployed, demonstrated or used. They should not be expected to have the cosmetic appearance of a brand-new product unless specifically advertised as new.
Normal characteristics may include minor scratches, marks, casing wear, keyboard shine, small cosmetic imperfections or other signs consistent with the advertised condition or grade.
Cosmetic characteristics disclosed in the listing, shown in photographs, specifically advised before purchase or consistent with the stated grade are not, by themselves, product faults.
| Condition | General expectation |
|---|---|
| Excellent / Premium | Very good overall cosmetic condition with light signs of previous handling or use. |
| Good | Fully functional with reasonable visible cosmetic wear associated with previous use. |
| Value / Fair | Functional product that may have more noticeable cosmetic wear, marks or imperfections as disclosed. |
The individual product listing takes priority over these general grading descriptions.
Change-of-mind returns
Subject to the conditions below.
Ramier Tech may accept an eligible change-of-mind return where the customer contacts us within 7 calendar days of delivery.
This includes situations where the customer has ordered the wrong product, no longer requires the product or later decides another product would be more suitable.
Change-of-mind returns are separate from remedies available where a product is genuinely faulty or otherwise fails an applicable statutory guarantee.
Approval is conditional
Ramier Tech may decline a non-faulty return that does not satisfy the return conditions in this policy.
Conditions for non-faulty returns
Products must be returned in substantially the same condition.
For a change-of-mind return to be considered, the product must:
- be returned in substantially the same condition in which it was supplied;
- have no new scratches, dents, cracks, marks or customer-caused damage;
- include supplied chargers, cables, adapters, accessories and components;
- include supplied packaging where reasonably applicable;
- have all personal data removed;
- have passwords and activation locks removed;
- not be modified, dismantled, repaired or altered after delivery;
- not show unreasonable additional usage or wear; and
- include reasonable proof of purchase.
Ramier Tech may inspect serial numbers, physical condition, system information, usage indicators and supplied accessories before approving a non-faulty return.
Opened products and restocking
Applies to non-faulty change-of-mind returns.
Where a non-faulty product has been opened, configured, activated, used or cannot reasonably be resold in the condition in which it was supplied, Ramier Tech may decline the return.
In appropriate cases, Ramier Tech may instead accept the return subject to a restocking deduction of up to 20% of the purchase price, reflecting inspection, testing, resetting, repackaging, missing materials, additional wear and loss in resale value.
They are not intended to reduce or replace statutory remedies available for genuine faults.
Return freight for an approved change-of-mind return is normally the customer's responsibility. Original shipping, installation, configuration or other service charges are not normally refundable for a change-of-mind return.
Faulty products
We may need to inspect and reproduce the reported fault.
If you believe a product is faulty, contact Ramier Tech as soon as reasonably practicable and provide a clear description of the issue.
We may request photographs, video, screenshots, diagnostic information, serial numbers or troubleshooting information before requesting that the product be returned.
Once received, Ramier Tech may inspect and test the product to confirm the reported issue and determine the appropriate remedy.
Depending on the circumstances and applicable law, the appropriate remedy may include repair, replacement, refund or another lawful resolution.
Damage, shortage or incorrect item on delivery
Prompt notification helps preserve courier evidence.
If a parcel arrives visibly damaged, contains an incorrect item or appears to be missing supplied components, please notify us promptly.
Where possible, contact us within 24 hours of delivery and retain the shipping carton, courier label, packing materials and product.
- Photograph the parcel before discarding packaging.
- Photograph visible transit damage.
- Provide the order number and product serial number.
It does not remove rights that cannot lawfully be excluded, although delayed notification may make courier investigations more difficult.
Product warranty
Warranty periods may vary by product and are confirmed at purchase.
The warranty period for ex-lease, pre-owned and refurbished products may vary depending on the individual product, condition, supplier and sale arrangement.
The applicable Ramier Tech warranty period, if any, will be stated on the product listing, quotation, order confirmation or invoice supplied at the time of purchase.
Where there is any difference between this general policy and the warranty period specifically stated on the customer's invoice or order documentation, the specific written warranty stated for that product will apply, subject always to any rights that cannot lawfully be excluded under New Zealand law.
Any Ramier Tech commercial warranty is additional to, and does not replace, rights that apply under New Zealand law.
Warranty exclusions
Damage caused after supply is not normally a product defect.
Subject always to applicable statutory rights, a Ramier Tech commercial warranty does not normally cover:
- accidental or intentional physical damage;
- liquid exposure, corrosion or contamination;
- impact, crushing, cracked displays or damaged ports;
- damage caused by unsuitable chargers or accessories;
- misuse, neglect or use outside intended specifications;
- unauthorised repair, modification or dismantling;
- software issues unrelated to supplied hardware;
- malware, viruses or corrupted operating systems;
- lost passwords or customer-created account restrictions;
- normal cosmetic wear;
- normal consumable deterioration; or
- a defect expressly disclosed before purchase.
Batteries and consumable components
Battery runtime naturally changes with age and use.
Batteries are consumable components. Ex-lease and pre-owned devices may have batteries that have already completed charging cycles and therefore do not necessarily provide the runtime of a new battery.
Where specific battery-health information or a minimum condition is stated on the product listing, that statement applies to the product supplied.
Ordinary battery deterioration consistent with the product's age, condition and disclosed specifications is not automatically considered a product fault.
Passwords, accounts and activation locks
Returned devices must be reasonably accessible for inspection.
Before sending a device to Ramier Tech, customers must remove account or security restrictions that prevent reasonable inspection, testing, repair or reset.
- Apple ID / Find My / Activation Lock;
- Google account / Factory Reset Protection;
- Windows or Microsoft account locks;
- BIOS or firmware passwords;
- SIM or network locks controlled by the customer;
- mobile-device-management enrolment created after purchase; and
- other customer-created security restrictions.
Ramier Tech may pause processing until the relevant restriction has been removed.
Customer data and backups
Back up important information before returning a device.
Customers are responsible for backing up important data before a device is sent for inspection, repair, replacement or return.
Diagnosis or repair may require resetting, erasing, re-imaging, replacing storage or reinstalling software.
To the extent permitted by law, Ramier Tech is not responsible for loss of customer data resulting from reasonable diagnosis, repair, reset, storage replacement or restoration work.
Customers should remove confidential information wherever reasonably possible before sending a product to us.
Software, licences and digital products
Different return restrictions may apply.
Unless required by law, activated software licences, digital keys, downloadable products and similar digital products are generally not eligible for change-of-mind returns once supplied, revealed, redeemed, activated or registered.
Special-order software and products specifically procured, configured or licensed for a customer may also be excluded from change-of-mind returns where this is made clear at the time of purchase.
Refunds, credits and processing
Returns are inspected before financial processing.
Where a refund is approved, Ramier Tech will normally return funds to the original payment method where reasonably practicable.
Approved refunds are generally initiated within 5–10 business days after inspection and approval. Banks, card issuers and payment providers may require additional time before the funds become visible.
Where a non-faulty change-of-mind return is accepted, reasonable deductions permitted by this policy may be made before the refund or store credit is issued.
Original shipping and service charges are not normally refundable for change-of-mind returns.
Business-to-business purchases
Separate written commercial terms may apply.
Where products or services are acquired for business purposes by a person or entity that is in trade, Ramier Tech may enter into a separate written agreement governing warranties, returns and liability.
Where permitted by New Zealand law, Ramier Tech and a business customer may agree in writing that specified provisions of the Consumer Guarantees Act 1993 do not apply, provided the statutory requirements for contracting out are satisfied.
Any contracting-out arrangement must be expressly agreed in writing and satisfy applicable New Zealand legal requirements.
How to request a return
Please contact Ramier Tech before sending a product.
Do not send a product back without first contacting Ramier Tech. An approved return request or Return Merchandise Authorisation does not itself guarantee that a refund, replacement or credit will be issued; the product may still require inspection.
Email us with your order number, product and reason for return.
Supply photographs, serial numbers or diagnostic information if requested.
Pack the device safely and follow the return instructions provided.
We inspect the product and advise the approved resolution.
Need help with a return?
Contact Ramier Tech before returning your product. Include your order number, the product involved and a brief explanation of the issue so we can guide you through the correct process.
Email sales@ramiertech.co.nzThis policy should be read together with the applicable product listing, invoice, warranty information and Ramier Tech Terms & Conditions.
