Returns Process & Policy
For all returns, here are some Frequently Asked Questions.
Check the status of your return in our Returns Job Tracker or by logging into your PB Tech account if the return was originally submitted online.
To do this you will need:
- Either an RCHD or M or C job number
- Either an Email Address or Phone Number used on the purchase
If this is taking longer than 15 working days with no update, please contact us and let us know.
Find your return status on with our Job Tracker:Check a Return Status
In many cases it can be faster to troubleshoot IT and electronic product issues directly with the manufacturer’s own tech-support. A return may not be necessary in many cases if there is a simple fix available.
Most manufacturers offer tech support either by phone or online. See our list of manufacturer contacts.
Or, you may choose to follow our normal returns process detailed on this page.
Yes. To ensure fast processing of any return, you will need to bring all components, bonus, free, gifts or combo discounted products as part of a purchase. These must all be returned with the primary product.
For 7-day change of mind returns, we do not accept these if a product has had the original packaging opened in most cases. In some special cases we may at our discretion accept a return of such an item, subject to a 20% restocking fee. Please the T&C's in our returns policy for full detail.
Depending on the product, it can be faster to troubleshoot for potential non-fault technical issues with the manufacturer tech-support before starting a returns process.
If your item arrived faulty on first use, you must let us know within 24 hours of purchase. If returning online, you must include photos of the device and packaging etc.
If the item arrived physically damaged before opening, or was missing from the box or was the wrong item, you must let us know within 24 hours of receiving it. If returning online, you must include photos of the device showing damage and packaging condition.
We offer a 7 day change of mind, with certain conditions.
A change of mind exchange needs to be:
- Less than 7 days from the purchase date.
- The item is unopened & factory seal is intact.
- It's not a custom or special-order product - this will be noted on your invoice.
We will typically offer a credit on your PB Tech account if needed.
Typically returns take 5 to 15 working days, depending on complexity. Please make sure to check our Returns Job Tracker if you have missed an email update notification.
We cannot guarantee any of the safety of any important files, accounts, logins or other data stored on a device to be intact after diagnosis or repair.
If you have important data (business data, family photos, apps, files, emails etc) you will need to have this securely backed up before bringing the device to us for diagnosis.
Separately, we may be able to offer a backup service before any diagnosis or returns process. Please ask our in-store service team or through our service quote form if you require this.
In special circumstances, we can accept the return of a non-faulty item, which has already been opened. A restocking fee will be applicable in this situation, of a minimum 20% of the goods value. The packaging will need to be in ‘as new’ condition for us to be able to accept this, and not all items are eligible for this service.
Online Return FAQs
If you're looking to return an online purchase, or by courier back to us - here are some important details.
We will review your request and email you a product return form. Print off this form.
Package the product to be returned and attach the return form to the outside of the box.
Drop off at your nearest PB Tech store or ship using your preferred courier (courier charges apply).
Yes, as long as the in-store purchase was linked to your PB Tech account. Our sales team will usually need the email address used online for this.
To return an in-store purchase this way, you will need to request a return online, and have your Order ID or proof of purchase ready.
Due to large volumes, we can only accept return delivery shipments which have been labelled correctly with an approved Return Authorisation Number (RAN), which you will receive by email if the return is approved.
In most cases, you will need pay for associated courier costs to return an item online.
Only in certain situations, or when we are legally required to, we cover shipping costs.
In-Store Return FAQs
To return a purchased item to one of our stores, here are some important details.
Bring your online order ID or printed reciept.
Include any bundled or free items, with packaging and manuals.
When you arrive in store, visit our service counter.
To return to store, you will need to:
- Bring proof of purchase with with you.
- Bring all bundled items, packaging & manuals with you.
- Visit the service counter in-store.
Proof of purchase could be an online order ID, invoice or your original printed receipt from store.
Please read our full returns policy before attempting a return, as there are some rules and exclusions.
If your order was made by or linked to your PB Tech account – you can return back to any store.
All returns can be received at any PB Tech store and we will try our best to assist you. However, some items will still need to be forwarded to HQ which our store can arrange for you.
If you purchased in store without linking to your PB Tech online account or email address, then you will need to return to the original store of purchase. If you are unable to return to the original store of purchase (eg you have since moved or were travelling at the time), please contact us.
Yes, we allow online-purchases to return to one of our PB Tech stores.
Special order or custom items (this will be noted on your invoice) may be faster to return online via our returns form, and special rules apply to those.
Our normal store returns process will apply.
If you are unable to locate your in-store receipt, please bring proof of payment (such as a bank statement) which contain date, time and exact transaction amount for us to search. Alternatively, contact us online to locate this for you before attempting a return.
Please read through our full returns policy before attempting a return either online or in-store.
IMPORTANT: If you require technical support for your product we encourage you to the contact the manufacturer directly in the first instance. In many cases (if you prefer) you can also return faulty products direct back to the manufacturer saving yourself time as well. See our manufacturer warranty contacts for more information.
This returns policy is applicable to all purchases made from PB Tech either online at www.pbtech.co.nz or in store.
To return a product to PB Tech directly, please complete our request a return form. Without limiting any rights you have under the Consumer Guarantees Act, all goods to be returned must have a Goods Return Authority issued by us. The issue of a Goods Return Authority does not guarantee that we will accept the return.
Changing your mind / purchasing the wrong product by mistake
If you change your mind after making a purchase, or realise you have purchased the incorrect item, you can enjoy the peace of mind that we offer a 7 day exchange policy (excludes special order items). If there is not a suitable product that can be exchanged for your returned item you will be offered a credit on your account or gift card based on the value paid at the time of purchase. Please note, items purchased on finance cannot be exchanged for a gift card. To exchange a product, goods must be sealed / unopened, with packaging in original condition, and we will need to be notified within 7 days of purchase / delivery. Special order items are excluded and cannot be returned / exchanged if you change your mind/purchase the wrong product by mistake.
Incorrectly supplied products
If you have been accidentally supplied the wrong product, PB Tech will supply the correct product (where it is available) or issue a credit / refund. In these circumstances, if the Consumer Guarantees Act applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Guarantees Act does not apply:
- to supply the correct product the incorrect product will first need to be returned to us;
- we will need to be notified within 7 days of purchase / delivery;
- the incorrect product supplied must be in resalable / unused condition.
Products damaged in transit
If your product has been damaged during transit to your delivery address we will replace your product (if it is available) or issue a credit / refund. In these circumstances, if the Consumer Guarantees Act applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Guarantees Act does not apply, unless we agree otherwise, you must notify us within 24 hours of delivery in order to be eligible for a replacement, credit or refund.
Products that are faulty upon arrival / first use or otherwise
If the product you received is faulty upon arrival or where the Consumer Guarantees Act applies, the products do not comply with the guarantees under that Act, we will either repair or replace your product, or issue a credit / refund. Without limiting any rights you have under the Consumer Guarantees Act, in order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. If the Consumer Guarantees Act applies, we will meet our obligations under that Act, Otherwise, if the Consumer Guarantees Act does not apply, all returns of this nature must be made within 14 days of purchase / delivery.
Express warranty - Products that are faulty within the warranty period
Without limiting any rights you have under the Consumer Guarantees Act, if your product is faulty or has stopped working as intended and is still within the warranty period specified when you purchased your product, PB Tech will repair or replace your product or issue a credit / refund where a suitable replacement is not available. In order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. You may also be able to contact the manufacturer directly to arrange a repair / replacement. Returns of this nature can be made any time within the warranty period and it is your responsibility to cover any costs of returning the product to us (NB there is no specific warranty period under the Consumer Guarantees Act).
Testing fees and return freight: If you return a product to us that is not faulty, you may be liable for a testing fee and freight charges to return the product to you.
Restocking fees: In some special circumstances including when products are sold to wholesale customers, we may agree (at our discretion) to accept a return of a product that is not faulty. In these situations there will be a handling fee equal to at least 20% of the purchased price. Delivery, service and assembly fees are not refunded at all.
Bonus products and gift with purchase
Any bonus or free products offered as part of a promotion (including gifts with purchase) must be returned with the primary product as part of any warranty claim on the primary product that the bonus items were offered with if the claim will result in the primary product being refunded or a credit note offered. In addition, where bonus or free products offered as part of a promotion including gifts with purchase are subject to a warranty claim and cannot be repaired or replaced, the customer must return all bonus products along with the primary product the bonus products were offered with before a refund or credit note of the primary product will be issued. Where the bonus product is a gift card, the unused gift card must be returned with the primary product before a full refund will be offered. Where the gift card has been used, in whole or in part, PB Tech will deduct the amount that has been used from the refund of the purchase price. For the sake of clarity, PB Tech notes that it does not require the return of the gift card for a repair or replacement of the primary product.
Without limiting any rights you have under the Consumer Guarantees Act:
- faulty goods will be subject to the normal return procedures for the specific brand being returned.
- freight charges will not be credited.
If you purchased online, we will arrange for collection of your incorrectly supplied/damaged goods. This will be at our cost where such charges are our responsibility under the Consumer Guarantees Act, Otherwise, you will be liable for all delivery and insurance charges incurred in respect of returned goods.
Manufacturer Warranty Contacts
To contact the manufacturer directly to troubleshoot your product or to request a warranty repair, please view the list of manufacturer warranty contacts below. If the manufacturer of your product is not listed below, please contact us directly.
|Acer||Please call 0800223769 for services|
|Apple||Please call 0800 MY APPLE (0800 692 7753) or see https://www.apple.com/nz/contact/ for services|
|ASUS||After service please call 0800278778|
|Fujitsu||Please call 0800288283 for services|
|HP||Please call 0800441147 for services|
|Lenovo||Please call 0508770506 for services|
|Panasonic||Please contact [email protected] or visit Panasonic's website Here|
|Samsung||Please call 0800 Samsung for services|
|Sony||Please call 09 970-1200 for services|
|Toshiba||Please call 0800445439 for services|
|AOC||Please call 0800484782|
|ASUS||Please call 0800278778|
|Dell||Please call 0800444617|
|HP||Please call 0800 449 553|
|LG||Please call 0800542273|
|Philips||Please call 0800657447|
|Samsung||Please call 0508726786|
|ASUS||Mon-Fri: 0800 ASUS 88|
|D-Link||Please call 0800900900 and get the Case number before to us|
|Linksys||Please call 0800441528 and get the Case number before to us|
|NetComm||Please call 0800 653 962|
|Netgear||Please call 0800 174 600|
|Tenda||Please call 0800 78 79 22 (12AM-10PM Monday to Friday)|
|TP-Link||0800 87 5465 ( 0800 TP-LINK ). E-mail: [email protected]|
|Dell||Please call 0800446255 for services|
|HP||Please call 0800441147 for onsite services or please come to PB Penrose Service Center|
|Lenovo||1 year warranty parts & labour (onsite) Ph: 0800 733 222|
|PB System||Return to PB services department|
|APC||Please call 0800333373 for service|
|Dynamix||Please call 09 415 9002 for service|
|Brother||Please call 0800 329 111 for service|
|HP||Please call 0800441147 for onsite services|
|Kyocera||Please call 0800 459 623 for Support|
|Lexmark||Please call 08005396275 for all enquiries|
|OKI||Please call 0800 778 800 for Troubleshooting|
|Samsung||Please call 0508726786 for service|
|Garmin||End User Customer Support phone: (0800) 427 652|
|Navman||Please call 08004662862 for service|
|Adobe||Software is not returnable, Technical support, please call 0800 485948|
|Microsoft||Software is not returnable, if disk broken please call Microsoft 0800800004|
|Adaptec||Contact English Language Phone (Australia):+612 82125531 or Email: [email protected] to obtain a case # before returning the faulty products back to PB|
|ASUS||After service please call 0800278778|
|Gigabyte||Return to base (PB Technologies)|
|Intel||Please call 0800444365 for replacement|
Please contact Poly Directly at 0800 507 856 to initiate the RMA process, you will be provided a case number.
Brilliant Smart Ceiling Fans are covered by a 6 year motor warranty (3 year in home warranty, followed by a further 3 year motor warranty)
To claim under the Dyson Guarantee contact the Dyson Customer Care Helpline on 0800 397 667 or email [email protected]
Most queries can be solved over the phone. If it is determined that your Dyson appliance needs repair, you will be provided with a reply paid address through the Dyson Customer Care Helpline.
If your repair or replacement is covered by your Dyson Guarantee, it will be repaired or replaced at no cost. If the repair or replacement is found not to be covered under your Dyson Guarantee, the repair or replacement and any associated delivery charges (both to and from us) will be at your cost, subject to your statutory rights and remedies as a consumer under New Zealand consumer law.
Dyson Airblades have a 5 year warranty on them. If there is any problems or if you need to order parts please contact [email protected]
|Braun Male & Female Hair Removal||60 Day money back guarantee (Series 5, 6, 7, & 9 shavers. Series 5, 7 & 9 epilators and Premium stylers). Visit https://www.braun.net.nz/money-back-guarantee/|
|Braun IPL||90 Day Money Back Guarantee - Visit https://www.braun.net.nz/money-back-guarantee/|
|Oral-B Handles||180 Day Money Back Guarantee on all models - Visit https://www.braun.net.nz/money-back-guarantee/|
|Omron, Heart Sure, BodiSure, Welcare, Tenscare||
Register your device here. Servicing of your device is detailed inside the product box. Should servicing be required, complete the warranty card or write a detailed note describing the problem and return the product to -