Returns, Refunds & Exchanges Policy

At HotSpot Electronics, we want customers to shop with confidence. This policy explains our voluntary 14-day return and exchange options and your rights when a product is faulty, damaged or does not match its description.

Nothing in this policy limits any rights you may have under applicable New Zealand consumer law, including the Consumer Guarantees Act 1993.

14-Day Change-of-Mind Returns & Exchanges

For eligible products, HotSpot Electronics offers a 14-day change-of-mind return or exchange period from the date of purchase.

To qualify, the product must normally be:

• Returned within 14 days of purchase
• Unused and in its original condition
• Returned with its original packaging
• Complete with accessories supplied with the product
• Accompanied by proof of purchase or invoice

For eligible online purchases, an approved change-of-mind return may be accepted for an exchange or refund.

Products Excluded From Change-of-Mind Returns

For hygiene, licensing, activation or product-integrity reasons, the following products are not normally eligible for change-of-mind returns or exchanges once opened or used:

• Personal care products
• Headphones and in-ear audio products
• Gift cards and vouchers
• SIM cards and recharge cards
• Unsealed printer cartridges
• Opened software
• VR headsets
• Wearable devices

These exclusions apply to change-of-mind returns only.

If an excluded product is faulty or otherwise does not meet applicable consumer guarantees, your statutory rights may still apply.

Faulty Products

If you believe a product is faulty, defective or materially different from its description, please contact HotSpot Electronics.

Depending on the circumstances and applicable New Zealand consumer law, an appropriate remedy may include:

• Repair
• Replacement
• Exchange
• Refund

We may need to inspect or test the product before determining the appropriate remedy.

Damaged Products Received by Courier

If your order arrives damaged, please contact us as soon as reasonably possible, preferably within 2 days of delivery.

Please provide:

• Your order number
• A description of the damage
• Photos of the product
• Photos of the courier packaging where relevant

Prompt notification helps us investigate courier damage quickly.

The request to contact us promptly does not remove or reduce any rights you may have under applicable New Zealand consumer law.

Returning an Online Purchase

To request a return for an online order, contact our Customer Service team before sending the product back.

Phone: 021 791 786
Email: hotspotelectronic@gmail.com

Once your return is approved, we will provide return instructions.

Eligible products may also be returned directly to our Auckland store.

Return Shipping

For an approved change-of-mind return, the customer is normally responsible for the cost of returning the product to HotSpot Electronics.

Where a product is faulty and the customer has a valid claim under applicable consumer law, reasonable return costs will be handled in accordance with those legal obligations.

We recommend using a tracked courier service when returning products.

In-Store Purchases

Eligible products purchased from our physical store may be returned for exchange within 14 days, subject to the conditions set out in this policy.

Please bring:

• The product
• Original packaging
• Included accessories
• Proof of purchase

Refunds

Once an approved return has been received and assessed, we will process any applicable refund.

Refunds will normally be made to the original payment method used for the purchase.

Processing times after the refund has been issued may vary depending on your bank or payment provider.

Exchanges

Where an exchange is approved, customers may exchange the returned product for another eligible product.

If the replacement product has a higher price, the customer will need to pay the difference.

Where the replacement product is lower in price, any applicable balance will be handled in accordance with the agreed exchange arrangement.

Extended Warranties

If you purchased an extended warranty directly from HotSpot Electronics, applicable cancellation, refund or exchange conditions will be communicated as part of the warranty terms.

Any extended or manufacturer warranty is additional to, and does not replace, rights that may apply under New Zealand consumer law.

Pre-Owned & Refurbished Products

HotSpot Electronics sells both new and pre-owned products.

Pre-owned devices may show cosmetic wear consistent with the condition stated in the product listing.

A cosmetic characteristic or condition that was clearly disclosed before purchase will not itself be treated as a product fault simply because the item is pre-owned.

This does not limit consumer rights relating to undisclosed faults or products that fail to meet applicable consumer guarantees.

Before Returning Phones, Tablets or Computers

Where possible, please:

• Back up your personal data
• Sign out of personal accounts
• Disable Find My iPhone, activation locks or equivalent services
• Remove PINs and passcodes
• Remove SIM cards and memory cards

Customers remain responsible for backing up and removing their personal information before returning a device.

Contact HotSpot Electronics

For return, exchange or refund enquiries:

HotSpot Electronics
2/11 Norman Spencer Drive
Papatoetoe, Manukau
Auckland, New Zealand

Phone: 021 791 786
Email: hotspotelectronic@gmail.com