Refund policy

Returns and Refund Policy

Last updated: 29 July 2026

This Returns and Refund Policy applies to products purchased directly from Renaro Systems through our website or another authorised Renaro Systems sales channel.

Nothing in this policy limits or excludes any rights available to you under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand law.

Change-of-mind returns

Please choose carefully, as Renaro Systems does not normally accept returns or provide refunds where you:

change your mind;
no longer require the product;
find the product elsewhere for a lower price;
order an incompatible or unsuitable product without first confirming compatibility with us; or
decide that you prefer a different model, specification, colour, or configuration.

We may agree to a change-of-mind return at our discretion. Any approved return must be authorised before the product is sent or delivered back to us.

Where a discretionary return is accepted, the product must be:

returned within 14 days of delivery or collection;
unused and in resalable condition;
complete with its original packaging, accessories, manuals, cables, and included items; and
accompanied by proof of purchase.

Original delivery charges are not refundable for change-of-mind returns. The customer is responsible for return shipping and any loss or damage occurring during return transit.

A reasonable restocking or reduction-in-value charge may apply where permitted by law and agreed with the customer before the return.

Custom-built and specially ordered products

Custom-built computers, personalised configurations, specially sourced components, and products modified or ordered specifically for a customer are not eligible for change-of-mind cancellation or return once assembly, modification, or procurement has begun.

This does not affect your rights where a product is faulty, does not match its description, is not fit for an agreed purpose, or otherwise fails to meet a guarantee under New Zealand consumer law.

Faulty or damaged products

Please contact Renaro Systems as soon as reasonably possible if you believe a product is faulty, damaged, unsafe, or materially different from its description.

We may ask you to provide:

your name and order number;
a description of the issue;
photographs or video showing the issue;
relevant error messages;
details of any troubleshooting already completed; and
the product’s serial number.

We may need to inspect and test the product before confirming the cause of the issue and the appropriate remedy.

Where a fault is minor and can be remedied within a reasonable time, Renaro Systems may choose to:

repair the product;
replace the affected product or component; or
provide a refund.

Where the failure is substantial, or cannot be remedied within a reasonable time, you may be entitled to reject the product and choose a replacement or refund in accordance with the Consumer Guarantees Act 1993.

One-year return-to-base hardware warranty

Unless a product listing states otherwise, complete computer systems built and sold by Renaro Systems include a one-year return-to-base hardware warranty beginning on the date of delivery or collection.

Return-to-base means that the customer is responsible for returning or delivering the system to Renaro Systems in Christchurch for assessment. If the claim is accepted as a valid warranty or Consumer Guarantees Act claim, Renaro Systems will cover the reasonable cost of returning the repaired or replacement product to the customer.

This warranty covers hardware faults arising during normal and intended use. Depending on the circumstances, Renaro Systems may repair the system, replace the affected component with an equivalent component, or provide another remedy required by law.

Replacement components may be new, refurbished, or equivalent in age, condition, and performance to the original component, where reasonable and permitted by law.

The expiry of our stated one-year warranty does not automatically remove any rights you may have under the Consumer Guarantees Act. Your statutory rights may continue for a period considered reasonable given the product’s type, price, condition, and expected lifespan.

What is not covered by the warranty

The warranty does not cover a fault or damage caused by:

accidental damage, impact, liquid exposure, fire, contamination, corrosion, or infestation;
misuse, neglect, abuse, or use contrary to supplied instructions;
inadequate ventilation, excessive dust, or unsuitable operating conditions;
electrical surges, unstable power, lightning, or an unsuitable power supply;
unauthorised repairs, modifications, disassembly, or component installation;
overclocking, overvolting, modified firmware, or settings outside manufacturer specifications;
cryptocurrency mining or other continuous high-load operation, where that use caused or contributed to the fault;
malware, corrupted software, operating-system issues, or loss of data;
normal wear and tear, cosmetic deterioration, or consumable items;
damage occurring during transport where the product was not packaged with reasonable care; or
removal, alteration, or illegibility of serial numbers or identifying labels.

We will not decline a claim merely because one of these activities occurred. The exclusion applies where the activity or event caused or materially contributed to the reported problem.

Software and data

Unless expressly stated otherwise, the hardware warranty does not cover:

third-party software;
game or application compatibility;
account access;
malware or viruses;
driver conflicts caused by later software changes;
customer-installed operating systems or modifications; or
lost, corrupted, or inaccessible data.

Customers are responsible for backing up important files before returning a computer for assessment or repair. Testing or repair may require storage devices to be reset, formatted, or replaced.

Renaro Systems will take reasonable care but is not responsible for data loss except where liability cannot legally be excluded.

Products damaged during delivery

Please inspect shipped products promptly after delivery.

If a parcel or product arrives visibly damaged, photograph:

the outside of the parcel;
the shipping label;
the internal packaging; and
the damaged product.

Contact us as soon as possible and retain all packaging while the matter is investigated. Prompt notification helps us raise a claim with the delivery provider, but failing to contact us within a particular period does not remove any rights you have under applicable law.

Incorrect or missing products

Contact us promptly if you receive the wrong product or your order is missing an item. Once confirmed, Renaro Systems will arrange an appropriate remedy and cover reasonable return or redelivery costs.

Return authorisation

Before returning a product, contact Renaro Systems and obtain return instructions.

Products sent without prior communication may take longer to identify and process. Clearly include your:

name;
order number;
contact details; and
description of the issue.

Do not send a computer in a case box without suitable protective outer packaging. Where possible, use the original internal packaging and packing materials.

Renaro Systems is not responsible for additional damage caused by inadequate return packaging, except to the extent liability cannot legally be excluded.

Assessment and no-fault fees

If inspection confirms a covered fault, no assessment fee will apply.

Where no fault is found, or the issue was caused by something not covered by warranty or consumer law, we may charge a reasonable assessment, labour, or return-shipping fee. We will notify you before completing any chargeable repair work.

Refunds

Approved refunds will ordinarily be issued using the original payment method.

Processing times depend on the payment provider and financial institution. Shipping charges will be refunded where required by law, including where the order cannot be supplied or the entire order is validly rejected because of a covered failure.

Business purchases

Where goods are acquired for business purposes, Renaro Systems and the purchaser may agree in writing to contract out of certain provisions of the Consumer Guarantees Act, but only where permitted by law and where doing so is fair and reasonable.

Unless such an agreement has been expressly made in writing, this policy does not assume that the Consumer Guarantees Act has been contracted out of.