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Our Returns Policy

We understand that sometimes you may need to return a product you have purchased from a Dick Smith store (including the Dick Smith online store). To assist you, we have set out below the Dick Smith Returns Policy highlighting key points that you should know.

1. NEW ZEALAND CONSUMER GUARANTEES ACT

Our Returns Policy includes, and does not seek to exclude or limit, the rights you have under the Consumer Guarantees Act 1993 (if you are a consumer) and other relevant laws.

If you are a consumer under the Consumer Guarantees Act, in summary:

  • Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act. You are entitled to require us to remedy the failure within a reasonable time if the failure can be remedied. If we fail to do so, you can have the failure remedied elsewhere and obtain from us the reasonable cost of doing so, or you can choose to reject the goods. You can also reject the goods if the failure can not be remedied or if it is of a substantial character, or in such a case you can seek damages in compensation for any reduction in the value of the goods below the price you paid. If you reject the goods you are entitled to a replacement or refund. In addition to these remedies, you are entitled to damages for loss or damage resulting from the failure that was reasonably foreseeable as liable to result from the failure.

  • Your rights under the Consumer Guarantees Act are not limited by a defined time. However, the relevant time period for which a remedy may be available can vary from product to product, depending on factors such as the nature of the product and the price. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.


  • 2. How to Return your Product?

    (a) Our recommended returns procedure for your benefit

    At Dick Smith, we understand the importance of technology to our customer’s everyday lives. As such, if you have purchased a product through Dick Smith that exhibits a fault our aim is to resolve the issue for you in the fastest time possible.

    To make this happen for you, for products made by most manufacturers, we highly recommend that you contact the manufacturer directly if you have any problem operating your product. It is our experience that when customers experience any problem operating their product, it can often be resolved quicker if the manufacturer is involved directly at the early stage. Not only is the manufacturer best suited to assess and help you with your problem because they made your product and know how your product operates, but they are in many circumstances obligated to help you under the terms of your manufacturer’s warranty or the Consumer Guarantees Act. For your convenience, the Support Helplines of our top-selling manufacturer brands are set out below:

    Brand Support Hotline Support Website
    ACER 0800 223 769 Acer Support Website
    AMAZON Amazon Support Website
    APPLE 0800 692 7753 Apple Support Website
    ASUS 0800 278 778 Asus Support Website
    BELKIN 0800 235 546 Belkin Support Website
    D-LINK 0800 900 900 D-Link Support Website
    FUJIFILM 0800 242 646 Fuji Support Website
    GARMIN 0800 427 652 Garmin Support Website
    HP 0800 449 553 HP Support Website
    HUAWEI 0800 451 199 Huawei Support Website
    LOGITECH 0800 447 361 Logitech Support Website
    LORANZ 09 974 9206 Loranz Support Website
    NETGEAR 0800 174 600 Netgear Support Website
    NOKIA 0800 665 421 Nokia Support Website
    PANASONIC 0800 726 222 Panasonic Support Website
    SAMSUNG 0800 726 786 Samsung Support Website
    SEAGATE 0800 443 988 Seagate Support Website
    SONY 0800 766 969 Sony Support Website
    SWANN 0800 479 266 Swann Support Website
    TOMTOM 0800 450 973 TomTom Support Website
    TOSHIBA 0800 445 439 Toshiba Support Website
    UNIDEN 09 273 8377 Uniden Support Website
    WESTERN DIGITAL 0508 555 639 Western Digital Support Website

    Our team is also ready to assist you to connect with our manufacturers’ nationwide network of Authorised Repair agents, who are specialised in resolving problems with your product in the fastest time possible.

    We are of course available to help you and we may be obligated to help you under the Consumer Guarantees Act as well. You may contact us via email or call us on 0800 373 347.

    (b) Returning products to our store

    If you:

  • do not wish to contact the manufacturer;
  • are not satisfied with the manufacturer’s remedy;
  • wish to return a Dick Smith branded product; or
  • are entitled to a remedy under the Consumer Guarantees Act,
  • You may bring your product to the sales/service counter at any of our stores to have your product assessed.

    i. Please retain your receipt

    In order to obtain any remedy from us, you must provide us with clear proof of purchase. The proof of purchase may either be a:

  • receipt we issued; or
  • bank statement or credit card statement where the amount shown on the statement directly corresponds with the purchase price of the product (where multiple products were purchased in one transaction, this would limit our ability to establish proof of purchase).
  • If we cannot be satisfied that you purchased the product from us then we may elect whether or not to accept your product for return. For fraud prevention purposes, if you do not have a receipt, and we elect to give you a return we will need to record your personal details. For further information on our Privacy Policy, please click here.

    ii. Product assessment

    Once proof of purchase has been established, if the product fault can safely and clearly be determined in store, we will offer you a refund, exchange, or repair. The available remedy will depend on whether the fault can be remedied and/or whether it amounts to a failure of a substantial character. Where the product fault is uncertain, difficult or potentially dangerous to determine in store (for example if it is an electrical or software product) we will need to consult with the manufacturer or repair agent to determine the fault and resolution. When we send your product to the manufacturer or their repair agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.

    Once the product is with the manufacturer or their repair agent, they will determine whether:

  • there is no fault found;
  • the product has been damaged or abused through misuse, abnormal use or negligent use.
  • there is a fault which can be repaired within a reasonable timeframe;
  • there is a fault of a substantial character found and you are to be offered the opportunity to reject the product or to seek damages in compensation for any reduction in value of the product below what you paid for it; or
  • Where the manufacturer's assessment finds that there is no fault with the product, or that the product been damaged due to misuse, abnormal use or negligent use, we may require you to pay us for any fee incurred by us in connection with the assessment of your product, and the transportation.

    Unfortunately, Dick Smith cannot offer a refund or exchange where there is no fault with the product, or the product has been damaged due to misuse, abnormal use or negligent use, whether that has been identified by Dick Smith, the manufacturer or the repair agent. However in such case, we may offer you repair of your product at your cost.

    3. Frequently Asked Questions

    (a) What should I do if I am having difficulties with getting my product to work?

    If you are experiencing problems operating your product, we strongly recommend that you contact the manufacturer directly. It is our experience that when customers experience any problem operating their product, it can often be resolved quicker if the manufacturer is involved directly at the early stage. In many cases, the issue may be resolved with some basic “troubleshooting” by the manufacturer, so the manufacturer is always a good first point of contact.

    We are of course available to help you and we may be obligated to help you under the Consumer Guarantees Act as well. You may contact us via email.

    (b) What should I do if I think the product is faulty and I want to claim under an Extended Warranty?

    We recommend you refer to the Dick Smith Extended Warranty brochure (that was provided to you at the time of purchase) for details regarding your rights available under the Extended Warranty. Return to your local Dick Smith store for assistance.

    (c) What should I do if the product I am returning contains electronic data such as digital photos, digital music etc?

    If you need to return a product that is capable of retaining user generated data such as cameras, mobile phones, MP3 players etc, please note that assessment and/or repair of the product may result in the loss of data. Dick Smith recommends you save any data as a backup, external to the device where possible.
    Repair Notice: The repair of your goods may result in the loss of any user-generated data. Please ensure that you have made a copy of any data saved on your goods..

    (d) What should I do if I have changed my mind and want to return a product?

    Please choose carefully as Dick Smith does not normally accept return of products where you have simply changed your mind.

    (e) What should I do if I have if I have fixed or bulky products to return?

    If your product cannot be easily returned to your local Dick Smith store because of the nature of the fault, the size of the product or the product is affixed to your premises (for example a security system which requires a professional electrician to disconnect electrical wiring and remove it), and you believe the product is faulty, we recommend that you contact the manufacturer’s Support Helpline and ask whether the manufacturer can arrange for someone to go to your premises to assess the product. Contact your loal store for assistance

    (f) What happens if I have purchased a product online and need to return it?

    Products purchased online can be returned if they are faulty, and the fault did not arise through any misuse, abnormal use or negligent use of the product. Please ensure you retain your receipt as proof of purchase.

    If you wish to return the product by mail, you will need to coordinate this through our Online Customer Service Team on 0800 373 347 and follow their instructions on how to return the product. You can also return the product to our store. In both cases, the returns procedure will be in accordance with those terms set out in this Returns Policy.

    Before you return the product to us, we strongly recommend that you consider contacting the manufacturer directly. It is our experience that when customers experience any problem operating their product, it can often be resolved quicker if the manufacturer is involved directly at the early stage.

    We are of course available to help you and we may be obligated to help you under the Consumer Guarantees Act as well. You may contact us via email.