Making a Warranty Claim
If you have a valid warranty and are eligible to make a claim, this help article explains the steps you need to take and a brief overview of the general process.
Get in Touch
The first thing you must do is get in touch with us in any of the following ways:
- by filling in your details on our website;
- by calling us on our contact number (from New Zealand and Australia). You will still be required to fill some forms (online or paper) if you call us; or
- by submitting a warranty claim through Business Hub (for customers eligible for a Business Hub account).
We Will Review Your Request
Once your warranty claim is received, allow up to 5 business days for us to have a look at and assess your claim. We take the New Zealand Consumer Guarantees Act (CGA) into consideration while we process your claim.
Depending on the type of claim you make, we may also consult with our legal team while processing your claim.
If We Approve Your Claim
If your warranty claim is valid as per the CGA and our legal team, we will fulfil our legal obligations and remedy the issue within a reasonable time frame. We will let you know of the outcome of our review process.
If Your Claim is Denied
In some cases, your warranty claim may be denied, particularly if your warranty claim isn’t valid or we don’t have a legal obligation to provide a remedy. If this is the case, we will let you know and our team can help you discover products and services that may be suited to your situation.
