Return and Refund Policy

Returns Process

Please review the "important returns information" section on this page to determine whether your item is eligible for return.
Contact our customer support using your preferred contact method here. Provide your order number and a detailed description of the issue.
After discussing the issue with you, we will provide you with a free return label if your return is eligible.
Ship the item to the return address provided under the "return methods" section on this page, using the free return label we have provided.
Once we receive the returned item, we will promptly inspect it to ensure it matches your order and meets the expected condition before approving a refund or exchange.

Important Returns Information

Return Method:

Mail: New Zealand Post

Return Shipping Fees:

For faulty, arrived damaged, or not as described return: Free

Change of Mind or Remorse returns: A restocking fee of 25% of the product price may be applied.

Faulty / Defective Products
Our Cyber Island Warranty covers items for 12 months from the delivery date. If your item develops a fault not due to normal wear and tear within 12 months, you are eligible for a return under Cyber Island Warranty.

Some manufacturers provide more than 12 months of warranty coverage; in this case, you are eligible for a return if your item developed a fault within the manufacturer's warranty period from the delivery date. To learn more about whether your item is eligible for return under the manufacturer's warranty, please contact us here.

Change of Mind / Remorse
Assessed on a case by case basis, you have 30 days from the delivery date to request a return for change of mind/remorse. If your case is accepted the item must be returned unopened and unused in the original new condition and packaging. A restocking fee of 25% of the product price may apply.

Arrived Damaged or Not as Described
You have 30 days from the delivery date to request a return if your item arrived damaged or is not as described.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards. If you have an issue with using your gift card, please contact us here.

Exchanges
We may prefer to replace/exchange a faulty item for a direct new replacement rather than a refund if possible. If this is possible we will discuss this with you in step 5 of the returns process.

Refunds Process

To receive a refund, you must first follow our returns process.

If your returned item is to be refunded, we will notify you via email and automatically refund via your original payment method within 5 business days.
If more than 10 business days have passed since we received your return and you are still awaiting a refund, contact us as soon as possible.

For any inquiries or concerns regarding our Return and Refund Policy, please to contact us:

Phone: +64 27 264 9255

Email: contact@cyberisland.co.nz