TelstraClear

Possible reasons for returns are:

1. You don’t want the product because you changed your mind and want a refund. See no-fault policy.
2. You want to exchange the product for a different product. See no-fault policy
3. You were sent the wrong product. See no-fault policy.
4. Faulty product – there is something wrong when you received it (DOA) See fault policy (1)
5. Faulty product – product develops a fault whilst still under warranty See fault policy (2)

No-Fault Policy

TelstraClear has a 7-day from invoice, policy for product returns. 'No-Fault' allows you to return product (without query) that has been received and is not required. Goods must be returned at customer's cost and a 20% restocking fee will apply. To return this type of product you should:

1. Complete the Online Return Authority Request within 7 days of invoice date. You should receive your Return Authorisation (RA) number within 24 hours.
2. Please return the product to Ingram Micro with the Return Authority number clearly affixed to the outside of the carton, within 7 days of the Return Authority issue.
3. If the Return Authority number cannot be identified, we will return the product to you immediately at your expense.
4. Please do not write or mark the shipping container as it may render the product un-saleable and disqualify the return authority.
5. You should arrange and pay for shipping the goods to our distributor, Ingram Micro, 60 Kerrs Road, Wiri, Auckland.
6. If an item is exchanged, additional freight costs apply as well as any difference in price.
7. If an item was incorrectly dispatched, all freight costs will be paid by TelstraClear.

As you will understand, we can only accept product returns which are unopened and in original condition.

Special Conditions

Product supplied on a "No Return" basis cannot be returned unless the product is faulty within the warranties imposed by statute and which cannot be excluded by agreement.
Product sold on the "No Return" basis include:

1. Clearance stock, unless faulty
2. Special promotions
3. Software

Fault Policy (Dead on Arrival)

This is classified as an 'out of box failure', ie. the product is non-operational or unusable when first received.
Procedure

1. Contact the appropriate service centre on behalf of the end-user for technical support and/or obtain a Return Authorisation number.
2. Please check the policy of vendors that handle warranty services. Proof of purchase, as well as the model number and serial number of the product must be supplied. Some service centres will ask for this information to be faxed to them before the return authorisation is issued.
3. Once the Return Authorisation number is issued the product should be shipped to the appropriate service centre, (unless the product is covered by on site warranty). The Return Authorisation number should be clearly written on a sticky label placed on the outside of the shipping carton - do not write directly on the carton. If the number cannot be identified the product will be returned immediately at the customer's expense.
4. All software products are covered by a 90-day warranty from the date of purchase. Misuse of software products or damage caused by hard disk failure is not covered by warranty.

Fault Policy (Returns under Warranty)

1. Contact the appropriate service centre on behalf of the end-user for technical support and/or obtain a Return Authorisation number.
2. You will need to supply the TelstraClear invoice number, product information and serial number of the product. Once the product has been identified and the warranty status authorised, a Return Authorisation (RA) number will be issued. The RA number is valid for 7 days. This number must be used in all correspondence relating to the return.
3. You may be liable for return freight. Please verify with the appropriate service centre. TelstraClear will pay the return freight of the product to you.

Microsoft Products

Dead on Arrival - Dead on Arrival period of 7 days
Warranty Repair - Complete the Online Return Authority Request

Logitech Products

Dead on Arrival - Dead on Arrival period of 7 days
Warranty Repair - Complete the Online Return Authority Request
Non Warranty Repair - Phone Vendor for nearest Service Centre Address

Website: www.logitech.com

Technical Support: 09 476 4620 (Sydney, Australia Business hours 9am - 5pm, please allow for time differences)

Philips Phones

Please contact Philips directly on 0800 743 270 for:

1. Dead On Arrival – Philips Phones (7 Days from end user purchase)
2. Warranty Issues – (12 Months from end user purchase)

Two Step Process:

Call 0800 743 270 to obtain an official Philips Returns Authority Number, when you have this number…

1. Complete the Online Return Authority Request. You should receive a new Return Authorisation (RA) number within 24 hours.
2. Once the RA number has been issued you will receive a replacement unit and your original faulty product must be returned to Ingram Micro within the notified period.

Canon Products

Please contact Canon directly on 0800 222 666 for:

1. Dead on Arrival - Dead on Arrival period of 7 days
2. Warranty Repair
3. Non Warranty Repair
4. Tech Support

Website: www.canon.co.nz

Belkin Products

Complete the Online Return Authority Request. You should receive a new Return Authorisation (RA) number within 24 hours.

1. Dead on Arrival
2. Warranty Repair
3. Non Warranty Repair

Tech Support & outside warranty period

Contact Belkin 0800 BELKIN (235546)
Website: www.belkin.co.nz
Email: nzsales@belkin.com

Uniden Products

Dead on Arrival - Dead on Arrival period of 7 days
Complete the Online Return Authority Request if product under $150. You should receive a Return Authorisation (RA) number within 24 hours.

Please call Uniden on (0800 UNIDEN) 0800 864 336 if:

1. The product is over $150
2. Warranty Repair
3. Non Warranty Repair
4. Technical Support

Website: www.uniden.co.nz

Apple Products

Renaissance Return Policy for Dead On Arrival Apple Product

Overview
Renaissance and Apple offer the following Dead On Arrival (DOA) Policy, which allows for the replacement of product, which fails when first used.

Eligible Product
The Renaissance DOA Policy allows for the replacement of product that conforms to the following criteria:

1. Current Product – Failure must occur within 10 working days from shipment to the customer, or directly off the Channel Partner’s shelf* (*off the shelf means - at the point where the product was unpacked and tested by the Channel Partner in preparation for sale to the customer)

2. Non-functional when first used - (prior to any third party software or hardware being installed) Failure is a clearly identified hardware fault.

Ineligible Product
The following situations are not classified as a DOA failure:

1. Product damaged as a result of a power surge, incorrect use or abuse.
2. Second hand or refurbished stock.
3. Missing items, which are supplementary to the basic functioning of
the unit (these omissions should be brought to the attention of the Customer Services staff by raising it as a Quality Issue (e.g. missing CD, missing power cable).
4. Product which fails to operate due to system software corruption that has occurred after first use or is due to the loading of additional software (e.g. a CPU which flashes a question mark on the third day, indicating that system) software is incomplete or corrupt).
5. Product that fails to operate only during specific operations (e.g. use of software loaded after the purchase of the computer where it is unclear whether or not the difficulty is caused by the software or hardware). An example of this may be a CPU that routinely crashes when connecting to the internet.
6. Product which has had additional third party hardware installed except where, upon testing, the original Apple equipment shipped also fails to function and the specific hardware fault causing this is identified in the claim e.g. − CPU that fails to complete the start up routine and has had extra non-Apple RAM fitted. Upon removing the RAM, the
machine functions perfectly).
7. Obsolete product. Failure to a product, which occurs more than 60 days after the product being announced as obsolete. When product is announced ‘obsolete’, existing stocks should be opened and tested. Returned faulty goods must have the ALL the original packaging and all the original contents in good order. When you have received a GRA number, return the goods to:

Renaissance Limited
19b Church St
Onehunga
Auckland
Apple Case ID #
GRA #

All returns must be accompanied by an Apple CASE ID Number and a Renaissance Goods Return Authorisation (GRA) number.
GRA numbers are only valid for seven (7) working days from the date of issue.
GOODS MUST HAVE THEIR CASE ID NUMBER & GRA NUMBER MARKED CLEARLY ON THE OUTSIDE OF THEIR PACKAGING.

Goods received without a CASE ID and GRA number will be returned at your expense. Renaissance will not accept any charges relating to returns unless specifically authorised. Resellers are liable for damage caused by inadequate packaging of a return. Issue of a GRA number does not imply that Renaissance will replace or repair goods free of charge. Freight will not be credited on any returns.