Returns & Refunds

Apple wants you to be thrilled with your new purchase. If you are not satisfied with an item and need to return it, we’re here to help.

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Return items

If you are not completely satisfied with your purchase, you may be eligible to return the item for a refund.

Returns policy

Returns are subject to Apple's Terms and Conditions. You have up to 14 days from the time you receive your item(s) to initiate a return. A shipping fee of NZ$20 will be assessed for opened items. A NZ$20 shipping fee will be assessed on closed box returns in which Apple collects the product from you.

Items that cannot be returned include:

  1. Product that is custom configured to your specification
  2. Opened memory
  3. Opened software
  4. Electronic software downloads
  5. Personalised iPods
  6. Software Up-to-Date Program Products (software upgrades)
  7. Non-Apple branded/Third party products

Refund methods

Your refund will be issued after we receive your item(s) at the Apple returns centre. The way your refund is processed depends on your original payment method.

  • Credit card refunds will be sent to the card-issuing bank within five (5) business days of receipt of the returned package. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
  • For cheque/money order payments, if you provided us with your bank details, please allow up to 10 days for Apple to post the refund to your account. If you have not provided your bank details, you will be refunded in the form of a cheque which will be mailed within 15 days of receipt of the returned package.

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Return status

Visit online Self Service.

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Incorrect or damaged items

If you received the wrong product or it was damaged during shipping, please contact Apple Store Customer Service at 0800-MY APPLE (69 27753) during our hours of operation, Mon-Fri 9 a.m. - 8 p.m.

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Problems with your product

If you're having trouble with your new Apple product, please visit online Product Support or contact Apple technical support. If you're having trouble with a non-Apple product, please contact the manufacturer directly for information regarding the manufacturer's warranty.

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Terms and Conditions

If you want to read Apple's full Sales and Refunds policies, please visit the below links.

Read Apple's Terms and Conditions for Individuals.

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