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Returns & Repairs Guide and FAQ

Getting started

The easiest way to begin the process is to log on to our website and submit our online return request form at www.pbtech.co.nz/returns/form.

If you have an online account with us, then please sign in to have your contact details auto-fill on the form. The other benefit of signing in to your account will mean you can use our quick search function to find the product you are looking for, pulled from your personal invoice history.

Please be sure to double check your email address as our primary point of contact, and your delivery address to ensure correct delivery once the job is complete.

You can also take the item into any of our retail stores along with your invoice/receipt.

Add a product

To add a product to return, please fill out the product section. This includes our part code, the invoice number, the serial number where necessary, and the quantity of items being returned.

If you have signed in then you can use our quick search function to help find the correct part code and invoice number, based on your purchase history.

Let us know what’s wrong

We will also need a description of the issue you are having with the item. Please try to be as specific as possible here – think of it as describing your symptoms when you see the doctor – let us know the symptoms so that one of our technicians can diagnose the fault and repair it.

This is also your opportunity to give us any extra details that may be necessary. Perhaps you have had a discussion with one of our sales staff in relation to this return. Please let us know if this is the case.

No problem?

If you have changed your mind or found you purchased the incorrect item, you can still return it to us within 7 days of the purchase date, providing you have not opened the item – this means the factory seal is still intact.

Important files

You may well have important data on the device such as files for your business, or photos from your family holiday. We cannot guarantee your data under warranty, and a lot of the time we will need to perform a factory reset which will wipe your files. Therefore, in all circumstances we recommend you make sure to back up all your files before you send us your device.

If you are unable to access your files to perform a backup, we advise you to use a data recovery service such as http://digitalrecovery.co.nz/ (0800 77 77 22). Please note, the recovery service used must be authorised by the manufacturer, or you could risk voiding the device’s warranty.

Secured devices

Most of the time our technicians will be required to access a device’s administrator account in order to perform their diagnostics and repairs. If you have secured your device – whether it is a laptop with a password or a smartphone with a pattern unlock – please remove it, or let us know what it is.

We will treat your passwords with the utmost confidentiality, and the only time we will pass this information on is when we are using a third party service centre to repair your device.

What happens next?

Once you have submitted your return request form, we will issue you with a request ticket number, beginning WRA.

At this stage, a member of our team will review your request and usually you can expect a response within one business day. If we need any additional information then we will contact you via email to discuss this. (If you would prefer a phone call, please let us know in your request.)

We will review whether the item is still covered within its warranty period (warranty periods will vary from product to product and are set by the manufacturer), as well as whether we think we may be able to solve the problem for you with some basic troubleshooting if we can save you the effort of returning it.

Once accepted, we will email you with an RMA (Return Merchandise Authorisation) number beginning RCHD. This will include the instructions of how to return the item to us.

When we receive your item

We will send you an email to notify you once we have received your item. If you have received proof of delivery from your courier service but have not received notification from us yet, please allow a business day for sorting from our warehouse.

Once we have received your item, we will either book it in to our own service centre for diagnosis and/or repair, send it to a third party such as our supplier or a different authorised repair centre for a solution, or for non-repairable items, we may issue a replacement for you immediately.

This procedure will vary from product to product and our turnaround timeframe will usually be from approximately 5 to 15 business days, depending again on the product and the problem that it has.

Where can I find my invoice?

If you are able to sign into your account on our website, then the returns form will be able to help you find the correct invoice when you start searching for the item. You can also view your order history by going to your account Dashboard and selecting Orders from the list on the left hand side.

We require proof of purchase for any warranty jobs, so if you cannot find your invoice (and you do not have an online account with us), we may be able to accept a bank statement showing the transaction. Please contact us to discuss this.

How do I know if you need the serial number for my product?

If there’s any doubt, generally its best to provide us a serial number if the item has one. In the instance that we need one where it has not been provided we will be in touch to ask you for it.

As a basic guideline, the following items will always need a serial number:

- Laptops and computers

- Smartphones (We will need the IMEI number, which can be found by dialling ‘*#06#’).

- Tablets

- Monitors

- Televisions

- Computer components such as motherboards, graphics cards and hard drives

- Networking equipment such as modems/routers

- Games consoles

If you replace my item, will this affect my warranty period?

Your warranty period will not be affected by returning an item to us. If we replace the item, your warranty will still last for the remainder of the original warranty period, or for up to 90 days after we issued the replacement, whichever is longer.

I bought the wrong item but have already opened the packaging. Can I still return it?

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.

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