Shipping, Payments and Returns

PAYMENT OPTIONS We accept Visa, MasterCard and debit cards, Apple Pay, Google Pay and ZIP. CLICK AND COLLECT We’ll contact you as soon as your order is ready for collection After you've placed your order online, wait to hear from us about your collection. We'll send you an email as soon as your items are ready to collect. WHAT TO BRING WHEN COLLECTING YOUR ORDER Valid physical photo ID: Current driver's license or passport When you get in-store, head to the counter or follow the collection instructions in the email we sent you. WHAT IF AN ITEM ON MY CLICK AND COLLECT ORDER IS OUT OF TOCK? Our website checks store stock before you make an order but occasionally an item ordered for Click & Collect may be sold by the store before it can be put aside for collection. This can happen if a customer in-store has picked up and bought an item at the same time as you've ordered it online. If the item is not available the store will call you and offer one of the following solutions: -deliver the item to you free of charge when it arrives (on Waiheke Island) -send the item to you (if not on Waiheke Island) -offer you a different item that will satisfy your requirements Click & Collect is offered subject to availability ORDER PROCESSING TIMES Most orders will be ready to pick up the same day within 1-2 hours from ordering. Occasionally, out of stock items will not be available for 1-3 working days. We will notify you once your items are instore. DIRECT SHIPPING FROM SUPPLIERS Occasionally we may ship out of stock items direct from our suppliers to your home address. Please call the store for more information 09 372 2215 HOW DO I RETURN FAULTY GOODS? The quickest option is to take the faulty product to The Geek Boutique store along with your in-store receipt or online tax invoice for proof of purchase. Our friendly staff will assess the item on the spot and provide a suitable remedy. Refunds & Warranties guide UNDERSTANDING YOUR RIGHTS UNDER THE CONSUMER GUARANTEES ACT The Consumer Guarantees Act and Your Rights The Consumer Guarantees Act (CGA) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the CGA requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the CGA says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’. Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made. THE GEEK BOUTIQUE REFUND AND WARRANTY POLICIES TGB will provide a refund, replacement or repair in accordance with the CGA To obtain a refund or any other remedy please visit The Geek Boutique store or contact us. You will be required to provide proof of purchase from TGB. TGB needs to be satisfied that the product is faulty, the cause of the fault and that the problem with the goods was not your fault. TGB reserves the right to have returned goods assessed within a reasonable time frame by the manufacturer to determine this, including whether the goods are defective or simply require some form of basic troubleshooting. In most circumstances, faulty goods would have been sold complete with out of the box accessories such as remotes, controllers, power cords, battery chargers and computer connectivity cables. It is a requirement for the fulfilment of refunds, exchanges and replacements that customers have used their best endeavours to return faulty products complete with the out of the box accessories supplied at the time of the original purchase. TGB reserves the right to not provide a remedy where the product has been used predominantly in a commercial or business environment or for commercial or business purposes and TGB has not, prior to purchase, expressly advised that the product is designed for that environment or purpose. In such circumstances, you may still have the rights against TGB under the CGA. Note: The CGA will not apply in respect of any customer who has agreed with TGB to contract out of the provisions of the CGA as permitted by section 43(2) of the Consumer Guarantees Act. RETURNED PRODUCT STATUS POLICY TIME LIMIT EXCLUSIONS AND OTHER CONDITIONS Faulty Product with packaging in any condition or packaging discarded Unused & Unopened, packaging in good condition (product not faulty) - eg change of mind. 100% Refund 14 Days Exclude Commercial Sales Refund may be available after 14 days if breach of Consumer Guarantees GAMES AND COMPUTER SOFTWARE Returned Product Status Policy Time Limit Exclusions and other Conditions Faulty Product with packaging in any condition or packaging discarded 100% Refund 90 Days Any included digital redemption code must also be returned Unused & Unopened, packaging in good condition (product not faulty) - eg change of mind. 100% Refund 90 Days No refund allowed for PC Games or Computer SOFTWARE Refund may be available after 90 days if breach of Consumer Guarantees MANUFACTURER ASSISTANCE Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced troubleshooting. In many circumstances, the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired. You may therefore prefer to contact the manufacturer rather than TGB, although you are not obliged to do this and, if at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact the store manager of The Geek Boutique for assistance. STAFF CODE OF CONDUCT TGB staff are obligated to ensure that your CGA rights are NOT limited in any way. Limiting your rights may include: Informing you that the manufacturer is solely obligated to remedy your faulty product Refusing to refund, replace or repair a product that is faulty and became faulty through no fault of your own within a time-frame considered reasonable under the CGA Failing to escalate or properly address any dispute you have in relation to any minimum timeframes and minimum remedies outlined in this document Failing to assist in a courteous and timely manner with a remedy If at any time you feel that The Geek Boutique staff conduct is not in accordance with these guidelines then ask to speak to the Store Manager or Manager on Duty. REFUNDS This returns policy is applicable to all purchases made from The Geek Boutique either online at thegeekboutique.co.nz or in store. To return a product to The Geek Boutique directly, please contact us at info@thegeekboutique.co.nz with the following details: - Your Full Name - Delivery / Return Address - Company Name (if Applicable) - Item to be returned - Receipt / Invoice Number - Product Serial Number - Current Packaging Condition (Unopened/As New or Open) - Return Quantity - Reason for Return - A Description of the Fault - Any Images to Support your Claim Without limiting any rights you have under the Consumer Guarantees Act, all goods to be returned must have a Goods Return Authority issued by us. The issue of a Goods Return Authority does not guarantee that we will accept the return. Where returns have been accepted we will send you a courier label to return the product. You must ensure items are suitably packaged when sending. Changing your mind / purchasing the wrong product by mistake If you change your mind after making a purchase, or realise you have purchased the incorrect item, you can enjoy the peace of mind that we offer a 14 day exchange policy (excluding special order item). If there is not a suitable product that can be exchanged for your returned item you will be offered a credit or gift card based on the value paid at the time of purchase. Please note, items purchased on finance cannot be exchanged for a gift card. To exchange a product, goods must be sealed / unopened, with packaging in original condition, and we will need to be notified within 14 days of purchase / delivery. Special order items are excluded and cannot be returned / exchanged if you change your mind/purchase the wrong product by mistake. Incorrectly supplied products If you have been accidentally supplied the wrong product, The Geek Boutique will supply the correct product (where it is available) or issue a credit / refund. In these circumstances, if the Consumer Guarantees Act applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Guarantees Act does not apply: to supply the correct product the incorrect product will first need to be returned to us; we will need to be notified within 14 days of purchase / delivery; the incorrect product supplied must be in resalable / unused condition. Products damaged in transit If your product has been damaged during transit to your delivery address we will replace your product (if it is available) or issue a credit / refund. In these circumstances, if the Consumer Guarantees Act applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Guarantees Act does not apply, unless we agree otherwise, you must notify us within 24 hours of delivery in order to be eligible for a replacement, credit or refund. Products that are faulty upon arrival / first use or otherwise If the product you received is faulty upon arrival or where the Consumer Guarantees Act applies, the products do not comply with the guarantees under that Act, we will either repair or replace your product, or issue a credit / refund. Without limiting any rights you have under the Consumer Guarantees Act, in order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. If the Consumer Guarantees Act applies, we will meet our obligations under that Act, Otherwise, if the Consumer Guarantees Act does not apply, all returns of this nature must be made within 14 days of purchase / delivery. Express warranty - Products that are faulty within the warranty period Without limiting any rights you have under the Consumer Guarantees Act, if your product is faulty or has stopped working as intended and is still within the warranty period specified when you purchased your product, The Geek Boutique will repair or replace your product or issue a credit / refund where a suitable replacement is not available. In order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. You may also be able to contact the manufacturer directly to arrange a repair / replacement. Returns of this nature can be made any time within the warranty period and it is your responsibility to cover any costs of returning the product to us (NB there is no specific warranty period under the Consumer Guarantees Act). Testing fees and return freight If you return a product to us that is not faulty, you may be liable for a testing fee and freight charges to return the product to you. If you purchased online, we will arrange for collection of your incorrectly supplied/damaged goods. This will be at our cost where such charges are our responsibility under the Consumer Guarantees Act, Otherwise, you will be liable for all delivery and insurance charges incurred in respect of returned goods.