Store Policy

 

Delivery

All purchases are dispatched the same day or on the next working day once payment has been received and stock availability is confirmed. The Track and Trace number will be provided via automated email when it is dispatched. Most of the items would be delivered 1-3 working days except in such a peak season as Christmas, and it might take longer for rural delivery. If delay happens to your parcel, please contact your local post office with the tracking number we provide. 

All items will be automatically insured against damage in transit. We strongly encourage our customers to check the package and the product(s) against any damages in transit on delivery before your signing to accept the delivery of the item(s). Report of such damages must be made via email within 48 hours of delivery. We reserve the right to refuse claims that are made beyond 48 hours.

New Zealand

Standard shipping cost per item:

  • Courier Post Signature or Without Signature: NZ$5.95

Courier Post Delivery Target - Next business day for major towns, 1-3 Working days for other areas.

Order Processing

    All orders are processed promptly. Orders can't be cancelled if stocks have been booked and/or packaged for courier pickup for the orders. In case stocks have not been booked for your order, we'll process your request to cancel it. However, because order cancellation incurs administrative overhead, there is a cancellation charge of 10% of the order price to cover our labour cost. So we strongly suggest you place orders carefully. If there's anything you're not sure of, please feel free to contact us by email/phone. We'll be glad to clarify concerns you might have. Thanks very much for your understanding. 

    Warranty

    Unless advised otherwise, we provide a standard 1 Year Return to Base Warranty for defects or malfunctions for all listings that do not include any warranty information. This covers the following brands only: Smartdroid, MoonBox, Roku. 

    Manufacturer Warranty

    Such a warranty is provided by the respective manufacturer. This includes products from SanDisk, Samsung, Lexar, LG, HTC, Sony, etc.

    The warranty covers hardware fault only. Any attempts to install Custom ROM/firmware or root the devices will void the warranty. For software issues, we provide a software repair service for a fee. The buyer is responsible for the return cost of faulty/damaged items under warranty. 

    It is the buyer's responsibility to check and report any damage or DOA (Death on Arrival) condition problem via email within 48 hours upon receiving the item. Photos or other forms of evidence may be requested as proof of damage. In case of damage in transit, the original package such as the courier satchel/ticket, the boxes and/or cartons must be returned together with the product(s) for investigation in order to make claims.

    Warranty is not transferable beyond the original buyer. Purchase receipt may be required as proof of purchase.

    This Warranty does not provide for remedy of failure caused by improper installation, operation, cleaning or maintenance, accidental and physical damage such as broken screen, misuse, abuse, modifications to the goods, software faults, normal wear and tear or any other event, act, default or omission outside Smartdroid’s control.

    General Product Warranty Service Terms

    During the Limited Warranty Period as stated above, Smartdroid will, at its sole discretion, repair or replace any defective component. All spare parts or modules removed under this limited warranty period become the property of Smartdroid. The terms and conditions of this Limited Warranty constitute the complete and exclusive warranty agreement between you and Smartdroid for the product and supersede any prior agreement or representations made in any Smartdroid sales document, literature or advice that may be provided to the customer by any Smartdroid representative in connection with the customer’s purchase of the product. No change to the conditions of this Limited Warranty is valid unless it is made in writing and signed by an authorized Smartdroid representative.
     

    Limitations of Liability

    If the product fails during normal and proper use within the warranty period, Smartdroid will, at its discretion, repair or replace the defective parts within the product, or the product itself, with items that are functionally equivalent to that as originally supplied, or better, during the warranty period defined for the model, using new or refurbished parts or units. If the product is under warranty, the ownership of the replaced defective parts will automatically be transferred to Smartdroid. All components repaired or replaced by Smartdroid will be under warranty for the remaining period of your warranty. Smartdroid will not be liable to restore or transfer the user’s data or programs from the original device.

    THIS LIMITED WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, AND SMARTDROID SPECIFICALLY DISCLAIMS ANY WARRANTIES OF MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE.

    IF THIS PRODUCT FAILS TO WORK AS WARRANTED ABOVE, THE CUSTOMER’S SOLE AND EXCLUSIVE REMEDY AND SMARTDROID’S SOLE LIABILITY SHALL BE REPAIR OR REPLACEMENT. SMARTDROID’S MAXIMUM LIABILITY UNDER THIS LIMITED WARRANTY IS EXPRESSLY LIMITED TO THE LESSER OF THE PRICE YOU HAVE PAID FOR THE PRODUCT OR THE COST OF REPAIR OR REPLACEMENT OF ANY HARDWARE COMPONENTS THAT MALFUNCTION UNDER NORMAL USE. ALL SMARTDROID WARRANTY TERMS AND AGREEMENTS ARE NON-TRANSFERABLE AND ONLY APPLY TO THE ORIGINAL UNIT AND ORIGINAL PURCHASER. SMARTDROID IS NOT LIABLE FOR A CLAIM MADE BY A THIRD PARTY OR MADE BY YOU FOR A THIRD PARTY.

    Exclusions from this Limited Warranty Service

    Smartdroid does not warrant uninterrupted or error-free operation of this product. Any technical or other support provided for the product under warranty, such as assistance via telephone with “how-to” questions and those regarding product setup and information will be provided without warranties of any kind. The warranty only covers failures or malfunctions that occur during the warranty period and under normal use conditions as well as any material or workmanship defect.

    The warranty will not apply to or be valid under conditions including but not limited to the following:

    a) The serial number of the Smartdroid product, components or accessories has been altered, cancelled, removed, or otherwise not valid as identified by Smartdroid;
    b) The product has been tampered with, repaired and/or modified by non-authorized personnel. This includes firmware/ROM change and rooting of the OS on android devices sold by Smartdroid;
    c) The product warranty seals have been broken or altered;
    d) There is damage caused by natural disaster, intentional or unintentional misuse, abuse, neglect, acts of war, improper maintenance, or use under abnormal conditions;
    e) There is damage caused by accidental drops, spills, fire, or power surges.
    f) There is damage from improper installation, improper connection, or use of parts and/or components not manufactured or sold by Smartdroid;
    g) There is damage from use outside of the operation or storage parameters or environment detailed in the User's Manual or reasonably acceptable for similar product usage models deemed industry standard best practices;
    h) There is damage to or loss of any program, data or removable storage media, or if there are costs from recovering any program or data;
    i) There is damage from third party software or from virus(es);
    j) There is software loss or data loss that may occur during repair or replacement.
    k) Support and costs involved to install or configure the product for any third party software application or hardware device, or network/wireless configuration.
    l) Due to technology limitations, some devices (e.g. software player may not play certain titles if applicable to your product) may be limited or not compatible with the Smartdroid product. These limitations are common to defined standards within the hardware industry and are not specific to your Smartdroid product.
    m) You have failed to follow all return materials authorization (“RMA”) instructions provided to you by Smartdroid.

    If Service is required:

    Returning your product to Smartdroid during the warranty period does not automatically mean that it will be repaired free of charge. Upon receiving your product, Smartdroid reserves the right to check the validity of your warranty and your request for warranty service. Neither Smartdroid, nor your authorized Smartdroid product resellers are responsible for any of your confidential, proprietary or personal information contained in the product which you return to Smartdroid for any reason. You should remove all such information from the product prior to its return. Smartdroid is not responsible for damage or loss of any personal data, programs, or removable storage media. Smartdroid is not responsible for the restoration or reinstallation of any data or programs other than software installed by Smartdroid when the product was manufactured.

    SanDisk Warranty:

    Most SanDisk card products come with 1 year - lifetime limited warranty in New Zealand backed by SanDisk, a global leader in memory card market. Official warranty policy can be found here at SanDisk company website. The warranty return service is provided by SanDisk. Whenever appropriate, we'd do our best to assist you so that you can get replacement/repair as quickly as possible. 

    Roku Warranty:

    Roku 3 Player has a standard 12-month return-to-base warranty. Feel free to contact us by email/phone if you think you've got a faulty unit within the warranty period.

    Mobile Phone Warranty:

    All mobile phones have 1 Year Hardware warranty. Warranty excludes but is not limited to the following cases:

    - software problems such as those caused by firmware tempering like flashing a new ROM or system modification, 3rd party applications, OS update, and so on. Vendor support would be the best contact regarding software issues.

    - physical damage/fault caused by improper/careless use such as broken screen, wear-and-tear

    - user-caused damages such as liquid/water damage, power surge damage, rough handling, unreasonable use or exposure to harsh environments such as extreme temperatures, direct sunlight and excessive dust, etc.

    - hardware faults caused by use of non-original accessories, or system modifications including but not limited to: rooting, jail-breaking and installation of custom ROM, or third party applications

    Warranty will be voided in but not limited to these situations:

    - the warranty period expired.

    - there is evidence of repair or tampering by any unauthorised person other than Smartdroid technicians.

    Mobile phone accessories such as batteries, earphones, chargers and cases come with 60 days return-to-base warranty.

    Return/Refund

     In case of return for exchange or replacement, the buyer is responsible for sending back the product to us at the buyer's cost of postage, and communication must be made with us for approval prior to returning. Returns must be made within 7 days with all the accessories in the original unopened condition. Refunds will be offered only when a replacement or repair is not applicable. 

    Courier/freight charge is non-refundable in any case.

    Our company is generally responsible for sending the replacement to the buyer. However if the returned item is tested and found not faulty, the item will be sent back at the buyer's cost.

    Should a refund is approved, a 20% restock fee is required to cover our administration cost. Refunds will not be provided in the following cases: the item package has been opened, used; you simply changes your mind, or the item is not what you expected. We strongly suggest you make your purchase carefully.

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund request.

    If you are approved, then your refund will be processed, and a refund will automatically be applied to your credit card or your bank account, within a certain amount of days.

    Sale items (if applicable):

    Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

    Repair Procedure

    When you have a problem with a product, please contact us first to get a written approval for warranty repair. A RMA number will be required before we process any returned products. We may request you to provide a proof-of-purchase and a detailed description of the problem(s) by email. Depending on the product and its warranty terms, repair time will vary from product to product.

    Data loss often happens when repairing your return, especially for mobile phones, storage and smart tv box products. Please make a backup before returning the product. Smartdroid and its independent service agents take no responsibility for data loss during assessment and/or repair or for any consequential personal or business loss.

    All return will be assessed first before we advise on an estimated time of completing the repair. For mobile phone products, an assessment bond of $50 is required to book an item in for service under warranty conditions. The bond is refundable if warranty conditions are applicable to the device and at least one fault was found. The bond is not refundable if the device fails to meet warranty conditions or if no fault was found. 

    Please note, phone warranty replacement/repair is carried out in Hong Kong. The buyer must pay the shipping fee of returning the phone to our Hong Kong warehouse using registered mail or international express courier.

    Extended Warranty

    On top of our standard warranty time, you may choose to purchase an extended warranty to extend the warranty coverage period. Standard warranty terms apply to an extended warranty. Extended warranty must be purchased with the original products.

     

    Updated on 18/09/2015.

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