Returns & Refunds

Apple wants you to be thrilled with your new purchase. If you are not satisfied with an item and need to return it, we're here to help.

Return Items

If you are not completely satisfied with your purchase, in addition to your rights as a consumer under the Consumer Guarantees Act and other applicable New Zealand consumer protection laws and regulations, you may also be eligible to return the item for a refund under Apple’s Sales and Refund Policy (as described below).

To return an item, please check your Self Service for assistance 24 hours a day, or call 0800-692-7753, Monday to Friday 9:00 am to 8:00 pm.

Standard Return Policy

Returns are subject to Apple’s . For iPhone returns, please refer to the iPhone Return Policy section below. For eligible products, you have up to 14 calendar days from the time you receive your item(s) to initiate a return.

Note: Apple Store Gift Cards are not eligible for return.

iPhone Return Policy

If you are not fully satisfied with your iPhone purchase, you can return your undamaged iPhone to the Apple Online Store within 14 days of purchase for a full refund. Please check your Order Status online or call 0800-692-7753 to request a return. The iPhone must be returned in the original packaging, including any accessories, manuals, and documentation. Please note that returning your iPhone pursuant to this policy will not automatically cancel your mobile network agreement. You must contact your mobile network operator to cancel your mobile network service. If you cancel your mobile network service, you will be responsible for all applicable usage fees, prorated access charges, taxes, surcharges, or other charges imposed by your mobile network operator through the termination date, including any early termination fees or penalties, if applicable. Please contact your mobile network operator for more information about applicable fees.

Online returns process

You can initiate a return online once your item(s) have been shipped and invoiced.

  1. Go to online Self Service.
  2. Sign in with your Apple ID and password. If you have questions about your Apple ID, please visit the Your Account section of online Help.
  3. View the order details of the order containing the item(s) you would like to return.
  4. Select the “Return items” link.

Note: If you need assistance or do not have an Apple ID, please call 0800-692-7753.

Items in your order will be divided into two groups — items that are eligible to be returned online and items you cannot return. For each item that you can return online, you will need to select the item, a reason for the return and whether you’ve opened the box.

Once you’ve submitted your return request, you’ll receive an email confirmation with your return details. Our carrier will contact you within two (2) business days to arrange collection. Please use the original packaging.

Once we receive the item(s) we’ll process the return, issue a refund and send you a return receipt confirmation email.

Refund methods

Your refund will be issued after we receive your item(s) at the Apple returns centre. The way your refund is processed depends on your original payment method.

  • Credit card refunds will be sent to the card-issuing bank within three (3) business days of receipt of the returned package.
  • If you paid with 0% interest, refunds will be sent to your card issuer (Latitude) within three (3) business days of receipt of the returned item or cancellation request. Upon receipt of the return notification from Apple, Latitude will process the refund to your card within three to five (3 to 5) business days.
  • If you paid by Apple Store Gift Card, refunds will be sent via an Apple Store Gift Card by email, within three (3) business days.
  • For direct deposit payments, you will need to provide us with the following bank details:

    Order Number:
    Account Holder Name:
    Bank Name:
    Bank Account Number:

    Email Address:

    Please note that refunds can only be remitted to a local bank account where the Bank Account Holder name is the same as the Billing Contact filled in when placing the order. Please allow up to five (5) business days business for Apple to post the refund to your bank account after we receive this information.

    Please contact your bank for any further questions regarding to your refund.

Return status

Visit online Self Service to view your up-to-date return and refund information.

Incorrect or damaged items

If you received the wrong product or it was damaged during shipping, please contact Apple Store Customer Service on 0800-692-7753 during our hours of operation: 9:00 am to 8:00 pm Monday to Friday.

Problems with your product

If you’re having trouble with your new Apple product, please visit online Product Support or contact Apple technical support. If you’re having trouble with a non-Apple product, please contact the manufacturer directly for information regarding the manufacturer’s warranty.

iPhone and iPad returns — mobile service cancellation

Mobile carriers have different service cancellation policies. Returning your iPhone or iPad may not automatically cancel or reset your mobile account; you are responsible for your mobile service agreement and for any applicable fees associated with your mobile account. Please contact your provider for more information.

Terms and Conditions

Read to learn more about Apple’s full Sales and Refund Policy.