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Return Policy

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1. General return

 

Returns will be accepted when:

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• Proof of purchase is provided

• Items are unworn, undamaged and unmarked

• Items are in their original condition and original packaging (please note: packaging must not be damaged or marked)

• You can return products to the Kool Zone store, or to the Online Returns Address. Items returned online are sent in an additional carton or satchel to protect the original packaging

• All eligible items must be returned within 30 days of purchase (ordinary days, not working days). Unless a product is faulty, we will not accept any products returned outside of these time frames.

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   2.  Change of Mind 

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Please note we do not refund if change of mind, so please choose carefully.

 

   3.  Clearance 

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Products identified and advertised as Final Clearance will not be accepted for returns, unless faulty.

Couriered Returns

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   4.  Couriered Returns

 

• If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

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• We recommend using a tracked delivery service. Kool Zone is not liable for any lost courier returns, and cannot track parcels not sent through a tracked service.

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• Once we receive the package, we will endeavor to inspect and process your returns within 24 hours to ensure you receive your exchange or refund as quickly as possible. We will send an email to confirm and update you on the process. Returns are not processed over weekends as the Couriers do not operate.

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• If items are being posted back, please place any product packaging inside a satchel and do not attach any labeling to the outside of the packaging. If the packaging has been marked or is in unsatisfactory condition there may be a chance that we will be unable to exchange or refund the product.

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   5. Faulty Returns

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• Items are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Items that are damaged or are affected due to normal wear and tear are not considered faulty.

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• Upon receiving your item, if your item is faulty (and unworn and unused), you can return it for a replacement or refund within 30 days. It is the consumer's responsibility to inspect all products and inform us of any faults as soon as possible.

 

• If your item is faulty outside of the 30 days or does not meet the above criteria, please contact us as soon as possible. You may be required to send us images of the deemed fault for a preliminary assessment. If deemed a potential fault, we will have the product returned and sent to the original supplier for an assessment. We do our best to move through this process as quickly as possible and try to have a resolution within 14 working days. If deemed a fault by the supplier we will repair, replace or refund the item as required. Refunds will be credited through your original payment method. If your item is not deemed faulty we will ship the item back to you at your cost.

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• Kool Zone will always meet our obligations under the Consumer Guarantees Act 1993 to provide a remedy.

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Warranty Policy

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1. General Warranty​

 

All of our products come with a Repair or Replace Warranty. If any product you purchased from Kool Zone doesn't meet the quality standard, we'll be more than happy to sort this out for you.

 

Our Warranties are serviced on a Standard Return-To-Base (RTB) Basis. This means should you unfortunately find fault in your product, simply send it back to us and we'll arrange the Warranty Service Job.  

 

Please note we do not refund if change of mind, so please choose carefully.

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   2. The Small Print Version

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The New Zealand Consumer Guarantees Act (1993) as well as other laws in the jurisdiction guarantee certain conditions, warranties and undertakings, and give you other legal rights, in relation to the quality and fitness for purpose of Kool Zone products sold in New Zealand.

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• For products sold in New Zealand, these guarantees cannot be modified nor excluded by any contract, except in those circumstances contemplated by section 43 (2) of the New Zealand Consumer Guarantees Act.

  You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality. You are also entitled to a replacement or refund for a major failure of the goods. What constitutes a major failure is an objective test of reasonableness and is not an individual consumer’s point of view, where the purpose of the product cannot be regained by repair or replacement.

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• Nothing in this Warranty purports to modify or exclude the conditions, warranties and undertakings, and other legal rights, under the New Zealand Consumer Guarantees Act and other laws. This Warranty gives you additional protection for goods purchased from Kool Zone, and identifies a preferred approach to resolving warranty claims which will be quickest and simplest for all parties, subject to the exclusions, terms and conditions below. 

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   3.  COVERAGE AND APPLICATION

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A. Kool Zone warrants that your Kool Zone product:

• is of acceptable quality;

• does not have a latent defect.

 

B. For the purpose of this Warranty, a "Kool Zone product" is a hardware product which:

• was produced or sold on behalf of Kool Zone; and

• is used under normal conditions of use ; and

• was purchased on Kool Zone's Online Store (www.koolzone.co.nz) or by purchasing from a reseller of Kool Zone products; and

• was purchased in New Zealand, OR has been exclusively in use in the country in which it was sold.

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   4.  WARRANTY PERIOD

 

The period in which the Warranty is valid for is specific to each product, 30 Days (ordinary days, not working days) UNLESS otherwise stated, or where an extended warranty has been purchased along with the Original Product. Products identified and advertised as Final Clearance will not be accepted for returns, unless faulty. 

 

   5.  WARRANTY CLAIM

 

If you consider that the Kool Zone product which you have purchased is not of acceptable quality, has a latent defect, or is otherwise not compliant with the conditions, warranties, undertakings, and legal rights are given to you under New Zealand Law (for example, it appears faulty, or does not work at all or properly), you can make a claim under this Warranty. Items that are damaged or are affected due to normal wear and tear are not considered faulty. Upon receiving your item, if your item is faulty (and unworn and unused), you can return it for a replacement or refund within 30 days. It is the consumer's responsibility to inspect all products and inform us of any faults as soon as possible.

 

   6.  WARRANTY TRANSFERABILITY

 

• This Warranty is transferable to a subsequent owner of a product purchased from Kool Zone should the product come under sale. This is only under the conditions that the subsequent owner has proof of purchaser from the original purchaser of the product, and normal warranty conditions apply.

 

• In cases of authorized product or part replacement of the original purchased Kool Zone product, the replacement Kool Zone product or part will be covered for the remainder of the original Warranty Period.

 

   7.  REPAIR PROCESS​

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•  If you wish to make a claim in relation to a Kool Zone product, please send that Kool Zone product to the nearest Kool Zone retailer. Whenever possible, the product should be returned in its original carton and packing or alternatively in packing suitable to prevent damage to the product. Kool Zone will not accept responsibility for damage to the product during this transport caused by unsuitable or inadequate packing. Returns sent via courier are at the customer's expense, and Kool Zone will not pay or reimburse return freight costs for any product that is returned for reasons other than faulty products. 

 

• If you believe that it is not reasonable for you to send the Kool Zone product to Kool Zone an authorized repair service center, Kool Zone will liaise with you to determine the best way in which to inspect and, if necessary, repair the Kool Zone product the subject of the claim under this Warranty. Liaison is done on a goodwill basis by Kool Zone, please contact us in these cases as soon as possible.

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   8.  WARRANTY EXCLUSIONS

 

A. This section identifies what is excluded under this Warranty.

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B. For the avoidance of any doubt, any and all warranties or conditions which are not guaranteed under the New Zealand Consumer Guarantees Act (as applicable) and which are not expressly included in this Warranty as additional warranties or conditions are excluded.

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C. This Warranty does not extend to loss caused by normal wear and tear, fire, water (liquid spillage or ingression, subject to paragraph D below), theft, vermin or insect infestation.

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D. This Warranty does not cover water damage to any IP67 rated Mobile Phones where the water damage was caused by:

• improper closure of the back cover of the Mobile Phone in question; or

• use of a non-Official accessory cover; or

• submersion of the IP67 Rated Mobile Phone in question; or

• the Mobile Phone is used in conditions where not considered within its Waterproof or Water-Resistant Rating.

 

E. This Warranty does not cover damage caused by:

• misuse or abusive use of the Kool Zone product, including physical abuse;

• incorrect operation or not following the operation instructions (as stated in the Product Operation Manual or manufacturer's instructions provided with the Kool Zone product);

• improper installation;

• incorrect or improper maintenance or failure to maintain the Kool Zone product;

• failure to clean or improper cleaning of the product;

• incorrect voltage or non-authorized electrical connections;

• adverse external conditions such as power surges and dips, thunderstorm activity, acts of God, acts of terrorism, damage caused by vermin, or any other act or circumstance beyond Kool Zone's and sometimes the purchaser's control;

• exposure to excessive heat, moisture or dampness;

• exposure to abnormally corrosive conditions;

• use of non authorized/non-standard, defective or incompatible parts;

• password setting/ resetting and computer virus;

• repair, modification or other work carried out on the Kool Zone product OTHER than work authorized by Kool Zone; and

• any damage caused by sim cards where the product is not specifically designed to accept them.

 

F. This Warranty does not cover Kool Zone products purchased in an auction or a similar market situation.

 

G. If the Kool Zone product has been rented, leased or sold by you, these situations should liaise with Kool Zone.

 

H. This Warranty does not cover service costs in replacing and maintaining consumable parts that have ceased working through normal wear and tear.

 

I. To the extent permitted by law, this Warranty does not cover Kool Zone products which, at the time you consider a claim might be made under this Warranty, do not bear the original manufacturer’s factory-applied serial number and/or IMEI number in its original form (for instance where the sticker or printing bearing it has been removed, wiped out, rubbed off, or altered).

 

J.  This Warranty does not cover the loss of any data howsoever caused. You shall be responsible for backing up and protecting data against loss, damage or destruction. Please note that the repair of goods may result in loss of data.

 

K. This Warranty does not cover any defects not notified to Kool Zone within the Warranty Period, however, you may also have statutory rights outside of the Warranty Period.

 

L. This Warranty is void should the product purchased have been meddled with, dismantled or disassembled in any way by the purchaser or a third party.