Understanding Refund Policies
Experience peace of mind with your purchase from ShopHub, where we prioritize your satisfaction with our unbeatable products and prices.
Take advantage of our Price Protection Policy: if you find a lower price within 72 hours of your purchase, we’ll refund the difference. Plus, if you spot a better deal elsewhere, let us know, and we’ll strive to beat it through our Price Match Guarantee.
Please ensure your delivery address is accurate, as any errors may result in liability on your part. Shop confidently with ShopHub, where quality meets affordability.
Cancellation
Experience peace of mind with our flexible cancellation policy. If you decide to cancel your order within 24 hours of payment confirmation, you will receive a full refund. After 24 hours, cancellations are still possible as long as the order has not yet shipped. Once shipped, modifications or cancellations are no longer feasible. Should you wish to return an item after it has arrived, a partial refund will be issued, deducting the shipping costs. For further assistance, please reach out to us.
30 Day Return
Experience peace of mind with our hassle-free return policy. If you are not completely satisfied with your order within 30 days, simply return the item(s) in brand new condition for a refund of the purchase price, excluding shipping costs. Please note that spare parts cannot be returned once installed and functioning on your device. Shop confidently, knowing that your satisfaction is our priority.
All clothing items must be returned in new, unworn, unwashed, undamaged, and unaltered condition. Please keep the original tags attached and the hygiene sticker intact, if applicable, to facilitate a smooth return process. Enjoy peace of mind with your purchase, knowing that we prioritize quality and customer satisfaction.
Refund Arrival Time
Experience seamless international transactions with our service, designed to keep you informed every step of the way. While processing times may vary based on your chosen payment method, we ensure that refunds are handled efficiently.
Enjoy real-time refunds as an account credit to your ShopHub account.
Real-time refunds for PayPal, while credit card and bank transfers typically take 3-7 days, depending on your bank's processing times. Trust us to manage your transactions with care and transparency.
Items Damaged in Transit
If you receive an item that is visibly damaged, we kindly request that you accept the parcel and contact us within 3 days of receiving the order. To assist us in resolving the issue promptly, please provide evidence including photos of the front and back of the packaging box, as well as images or videos of the defective item or its specific damaged part. Our customer service team will reach out to you for further assistance. Click Here for our Claim Resolution form.
Service and Repair Policies in Warranty Period
Experience peace of mind with our one-year warranty on all purchases. If you discover a defect in your item within this period, simply provide us with photos and videos as evidence, and our dedicated customer service team will assist you in the repair process.
Please remember to erase all personal information from your device before returning it, as we cannot be held responsible for any data left behind. Trust in our commitment to quality and customer satisfaction, ensuring your items are in good hands for repairs.
| Type of repair | Applicable charges (Buyer) | What to do |
| Cases where a refund is allowed | ||
| 1. The item received is wrong. Provided that it is not used, please follow the warranty process and contact our After-sale Service Center and return the item within 3 days from receipt of the order; it’s free of damage or defect. (All parts are required to be sent back.) | The customer shall be liable to pay the shipping cost for return. | Return your defective ShopHub items, free of damage and intact. Please Click Here. |
| For deals at discounted prices | ||
| 1. The item received is different from what has been ordered, free of damage or defect. (All parts are required to be sent back.) | ||
| 2. If only the SIM card is unidentifiable locally, the item free of damage or defect is acceptable. (All parts are required to be sent back.) | ||
| Cases where a repair rather than a refund is allowed | ||
| 1. Man-made factors 1）Disassembly 2）Exclusive of misuse, unofficial firmware or software modifications or any others causes of damage; 3）Drops or falls 4）Water soaking: dropped into water; exposed to rain, fog or mist droplets; spilling liquid into the phone 5）Other man-made damage |
Shipping cost for return; redelivery cost; repair cost | ShopHub will send your items for repair and will provide you with an estimate of any additional costs arising from repairs. |
| 2. Scratches or damage is noticed on packaging and appearance. | ||
| 3. Scratches or damage is noticed on the screen and main board, or other unauthorised third-party repairs are received. | ||
| 4. The item is retured without the package and accessories. | ||
| 5. Production of such items is ceased and the item has been in use for more than one month.. | ||
| Cases where neither a repair nor a refund is allowed | ||
| 1. Items not ordered from ShopHub. | ||
| 2. The warranty period has expired or the problem is not covered by the Manufacturer’s Warranty. | ||
| Other warranty and return policies for special product will be provided in specific product catalogue, please carefully read the following Product Warranty Terms and Conditions. | ||
Please email below details to our customer service teams email address or cs@shophub.co.nz before and after you send back the defective items:
1. Tracking number for the returned parcel;
2. Model number of the returned item;
3. Detailed description of the problem for each item
4. Original Order number from ShopHub for each item
5. All parcels shall be sent back by post, or we won't sign to accept the parcel if any duties arises from shipping by any other express delivery method.
What is a Refund?
A refund is a return of money to a customer after they have made a purchase. It is a critical aspect of customer service because it builds trust. Customers expect a fair process for refunds, especially when products or services do not meet their expectations. Therefore, having clear refund policies helps manage customer expectations and enhances satisfaction.
How to Request a Refund
To request a refund, customers typically need to follow a simple process. They can contact customer support via email, phone, or our online form. However, it is essential to provide relevant information like the order number and reason for the refund. This way, our team can process the request more efficiently, minimizing delays and confusion.
Refund Processing Time
The time it takes to process a refund can vary, usually ranging from a few days to a couple of weeks. Factors like the payment method used or the time taken for approval can impact this timeline. Customers should stay informed about their refund status through updates provided by customer support, so they know when to expect their funds back.
