Refund policy

At POP PHONES, we are committed to making smart simple and providing an experience that is memorable for all the right reasons.

We want you to shop with confidence. This Refund & Returns Policy explains your rights and the process for requesting a return, repair, replacement or refund for products purchased through the POP PHONES online store.

Our policy is designed to be fair, simple and easy to understand and does not limit your rights under New Zealand consumer law, including the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).

1. Your Rights Under New Zealand Consumer Law

Products sold by POP PHONES come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993.

You may be entitled to a repair, replacement or refund if a product:

  • Has a fault or failure
  • Is not of acceptable quality
  • Is not fit for a particular purpose that was made known to us
  • Does not match the description provided
  • Does not match a sample or demonstration model
  • Does not comply with any other applicable consumer guarantee

Some products may also be covered by a manufacturer's warranty, which is provided in addition to your rights under the CGA.

2. Substantial Failures

If a product has a failure that is substantial, you are entitled to choose either a refund or a replacement under the Consumer Guarantees Act 1993.

A failure may be considered substantial where a product:

  • Has a serious problem that would have stopped a reasonable consumer from buying it had they known about it
  • Is unsafe
  • Is significantly different from its description, sample or demonstration model
  • Is substantially unfit for its normal purpose and cannot easily be made fit
  • Cannot be repaired or the problem cannot be remedied

3. Non-Substantial Failures

If a product has a failure that is not substantial, POP PHONES may choose to repair the product within a reasonable timeframe.

Depending on the nature of the fault, the product may need to be inspected or assessed by POP PHONES, the manufacturer, supplier or an authorised service provider.

If the product cannot be repaired within a reasonable time or the issue becomes a substantial failure, you may be entitled to a replacement or refund under the Consumer Guarantees Act 1993.

4. How to Request a Return

For all online orders, please follow the process below.

Step 1 – Complete Our Contact Form

If you would like to request a return, refund, replacement or report a faulty product, please complete the Contact Form on the POP PHONES website.

Please provide relevant information, including:

  • Your name
  • Order number
  • Contact details
  • Product details
  • A description of the issue or reason for your return request

Providing photographs or videos may also help us assess certain issues more quickly.

Step 2 – We Review Your Request

Once we receive your request, our team will review the information provided.

We may contact you to request additional information, photographs or other details required to assess your request.

Step 3 – We Contact You

A member of the POP PHONES team will contact you with the next steps.

Please do not return or send your product back to us until you have received instructions from POP PHONES.

Depending on the product and the issue, we may provide instructions for:

  • Returning the product for assessment
  • Repairing the product
  • Replacing the product
  • Returning the product to a manufacturer or authorised service provider

Step 4 – Assessment

In some cases, the product may need to be assessed before a final decision can be made.

POP PHONES may arrange for the product to be inspected by:

  • POP PHONES
  • The manufacturer
  • The supplier
  • An authorised repair or service provider

Step 5 – Resolution

Once the assessment is complete, we will advise you of the outcome.

Depending on the circumstances and your rights under the Consumer Guarantees Act 1993, the appropriate resolution may include:

  • Repair
  • Replacement
  • Refund

5. Change of Mind Returns

We encourage customers to choose carefully before completing their purchase.

POP PHONES is generally not required to provide a refund or exchange if you:

  • Change your mind
  • Make an incorrect purchase
  • Order the wrong product
  • No longer want or need the product
  • Find the same or a similar product cheaper elsewhere

However, POP PHONES may consider change-of-mind return requests at its discretion.

Any approved change-of-mind return must meet the conditions advised by our team.

6. Damaged or Misused Products

A refund, replacement or repair may not be available where a product has been damaged due to:

  • Misuse or improper use
  • Accidental or physical damage
  • Liquid or water damage
  • Improper installation
  • Unauthorised repairs or modifications
  • Failure to follow the manufacturer's instructions

This does not affect any rights you may have under the Consumer Guarantees Act 1993.

7. Proof of Purchase

To help us process your request, please provide your order number or other valid proof of purchase.

Proof of purchase may include:

  • Order confirmation
  • Tax invoice
  • Receipt
  • Bank or credit card transaction record

8. Manufacturer Warranties

Many products sold by POP PHONES may also be covered by a manufacturer's warranty.

Manufacturer warranties may have their own terms, conditions and warranty periods.

Where applicable, POP PHONES may assist you with the assessment and warranty process.

Manufacturer warranties are provided in addition to your rights under the Consumer Guarantees Act 1993.

9. Important Information Before Returning a Device

Before sending a mobile phone, smart device or other electronic product for assessment or repair, we recommend that you:

  • Back up your personal data
  • Remove personal accounts and passwords where appropriate
  • Remove SIM cards and memory cards
  • Ensure that any personal information is backed up

POP PHONES is not responsible for the loss of personal data during the assessment, repair or replacement process.

10. Contact Us

If you have a question about an online order or would like to request a return, repair, replacement or refund, please complete the Contact Form on the POP PHONES website.

Our team will review your request and contact you with the next steps.

Our Commitment to You

At POP PHONES, we aim to make every online shopping experience simple, fair and hassle-free.

We will work with you to assess your request and provide an appropriate resolution in accordance with New Zealand consumer law.

Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand legislation.