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Legal Policy

Refund and Returns Policy

Overview:

Our refund and returns policy lasts 14 days for non-faulty goods. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange unless the product is faulty.

To be eligible for a return, your item must be unused and in the same condition that you received it, and in the original packaging.

Non-returnable items:

  • Custom-built PCs
  • Special order items
  • Opened software
  • Labour costs
  • Subscriptions

We charge a non-refundable booking fee for scheduled onsite services.

Vendor Sales:

Products sold by vendors on our website may have different refund and returns policies. Please refer to the specific vendor’s policy for details.

To complete your return, we require:

  • A receipt or proof of purchase
  • The method of payment used

Do not send your purchase back to the manufacturer.

Situations where partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 14 days after delivery

Refunds:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, a 10% restocking fee will be deducted from your refund for non-faulty physical items, and the cost of return shipping will also be deducted. The refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.

Faulty Goods:

If a product is faulty, not of acceptable quality, or does not match the description, you are entitled to a repair, replacement, or refund. Please contact us immediately at returns@sundance.nz or call 0800779888.

Late or missing refunds:

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund, please contact us at returns@sundance.nz.

Sale items:

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges:

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at returns@sundance.nz and send your item to: [Physical Address].

Gifts:

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return. Refunds without a receipt from gift recipients are not accepted as a receipt is required. The refund must be returned to the person on the receipt.

Shipping returns:

Once your RMA number has been issued, you will be given the address that you should mail your product to,

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. For exchanges of faulty goods, we pay the shipping costs to return the exchanged item to you.

We always send packages with tracking and insurance and provide the customer with tracking information via email. We expect any returns to be tracked and insured.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. Absolutely no international returns are accepted.

RMA Process:

  1. Call or email for authorization within 14 calendar days from purchase.
  2. RMA (Return Merchandise Authorization) number must be included on a piece of paper inside and clearly written on three sides of any box used to ship items back.
  3. RMAs expire after 10 working days if the item has not been received by us by then, the customer will be notified that the RMA has been canceled.
  4. After receipt of items and inspection, customers can expect their refund to be issued.

Contact Information:

For questions related to refunds and returns, contact us at returns@sundance.nz or call 0800779888.