Refund policy

At Superhub NZ, we want our customers to shop with confidence. This Return & Refund Policy explains when items can be returned, how refunds are processed, and what to do if your item is faulty, damaged, incorrect, or not as described.

This policy applies to purchases made through www.superhub.co.nz.

1. Change-of-Mind Returns

If you change your mind about a purchase, you may return eligible item(s) within 14 days of delivery, provided the item meets the conditions below.

To be eligible for a change-of-mind return:

- the item must be unused;
- the item must be in its original packaging;
- all accessories, manuals, cables, parts, tags, inserts and components must be included;
- the item must be in resaleable condition;
- the item must not be damaged, installed, altered or modified;
- you must provide valid proof of purchase, such as an order confirmation or receipt; and
- the return request must be made within 14 days of delivery.

For electronic products, Superhub NZ may refuse a change-of-mind return if the item has been used, installed, damaged, or is not in a condition suitable for resale.

Superhub NZ reserves the right to refuse a change-of-mind return if the item does not meet these conditions.

2. Items Not Eligible for Change-of-Mind Returns

Unless required by law, we may not accept change-of-mind returns for:

- items that have been used, opened, installed, damaged, altered or modified;
- items missing packaging, accessories, manuals, cables, parts or components;
- clearance, sale or final-sale items where stated;
- hygiene or personal-use items, where applicable;
- custom-made, special-order or personalised items;
- digital products, vouchers or gift cards; and
- items damaged due to misuse, neglect, accident, incorrect installation, liquid damage, unauthorised repair, unauthorised modification, or use contrary to instructions.

This does not affect your rights under New Zealand law if the product is faulty, unsafe, not as described, or does not meet the guarantees required by the Consumer Guarantees Act 1993.

3. Faulty, Damaged, Incorrect, or Not-as-Described Items

If your item arrives faulty, damaged, incorrect, incomplete, or not as described, please contact us as soon as possible at:

Email: info@superhub.co.nz

Please include:

- your order number;
- a clear description of the issue;
- photos or videos showing the fault, damage, or incorrect item, where possible;
- photos of the packaging, if the item was damaged during delivery; and
- any other information that may help us assess the issue.

We may need to inspect and/or test the item before confirming the appropriate remedy.

If the issue is confirmed, we will provide a remedy as required under New Zealand law. Depending on the circumstances, this may include a repair, replacement, refund, or other appropriate remedy.

We are not required to provide a remedy where the issue was caused by misuse, accidental damage, liquid damage, improper installation, unauthorised repair or modification, normal wear and tear, or use contrary to product instructions.

4. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed to your original payment method.

Please note:

- bank and payment provider processing times may vary;
- original shipping fees are generally non-refundable for change-of-mind returns, unless required by law;
- return shipping costs for change-of-mind returns are the customer’s responsibility; and
- refunds may be refused or reduced if the returned item is used, damaged, incomplete, missing accessories, or not in resaleable condition, unless the return is due to a fault or legal entitlement.

5. Exchanges

We do not offer direct exchanges.

If you would like a different item, model, colour or product, please return the original item for a refund, if eligible, and place a new order through our website.

6. Return Shipping

For change-of-mind returns, customers are responsible for return shipping costs.

We recommend using a tracked shipping service, as Superhub NZ is not responsible for returned items that are lost or damaged in transit.

For items that are faulty, damaged, incorrect, or not as described, Superhub NZ will meet its obligations under New Zealand law, including reasonable return shipping arrangements where required.

7. Delivery Damage

If your item appears to have been damaged during delivery, please contact us as soon as possible.

Please keep the original packaging and provide photos of:

- the damaged product;
- the shipping box or courier bag;
- any internal packaging; and
- the shipping label.

This helps us assess the issue and, where appropriate, raise a claim with the courier.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at:

Email: info@superhub.co.nz

We will try to assist where possible. However, if your order has already been processed, packed or shipped, we may not be able to cancel it. In that case, you may need to follow our standard return process after receiving the item.

9. Consumer Guarantees Act 1993

This Return & Refund Policy is in addition to your rights under the New Zealand Consumer Guarantees Act 1993.

Nothing in this policy limits or excludes any rights you may have under New Zealand law.

Under the Consumer Guarantees Act, products must be of acceptable quality, fit for their usual purpose, match their description, and be safe and durable for a reasonable period. What is considered reasonable may depend on factors such as the nature of the product, price paid, product description, and how the product was used.

If a product does not meet these guarantees, you may be entitled to a remedy under the Consumer Guarantees Act.

10. How to Request a Return

To request a return or refund, please contact us at:

Email: info@superhub.co.nz

Please include:

- your full name;
- your order number;
- the item you wish to return;
- the reason for the return; and
- photos or videos, if the item is faulty, damaged, incorrect, or not as described.

We will respond with return instructions.

Please do not send items back before contacting us, as this may delay the return or refund process.

11. Contact Us

For any questions about returns or refunds, please contact:

Superhub NZ
Email:info@superhub.co.nz  
Website:www.superhub.co.nz