Dell values its relationship with you and offers you the option to return most products you have purchased as an end user customer directly from Dell New Zealand Limited (“Dell”). 

Our return policy is 15 days from the date of your invoice unless you have a separate agreement with Dell. You must initiate the return within this time. If approved, you will receive a confirmation email from Dell to return the products.

• For approved returns, Dell will refund or credit the actual price you paid. Your refund or credit may be reduced by the cost of shipping and handling fees, any applicable restocking fees (see “Restocking Fee” below), or both.
• Any product returned to Dell without prior authorization from Dell will be considered an unauthorized return, and you will not receive an exchange, refund or credit for the product and Dell will not ship the product back to you. For instructions about requesting a return, see “How to Return a Product” below.
• Return the products in their original packaging, in as-new condition, along with any media, documentation and any other items that were included in your original shipment.
• Your refund or credit may be reduced or eliminated if you do not ship your return in time for us to receive the product.
• Special conditions apply for products purchased in a bundle or during a promotion. See “Promotional Items” section below.
• For all purchases not made directly from Dell, please check the return policy of the location from which you purchased your product.
• All returns must be made in the same country in which the purchase was made.
• This Policy is in addition to any rights that you may have under the New Zealand Consumer Guarantees Act and other relevant legislation.

Your return rights and obligations might be different if:

• You have a separate agreement with Dell which contains different terms for the return of products than specified by this Policy. In the event of any conflict or inconsistency between the terms of your agreement and this Policy, your agreement will take precedence; or
• You buy a product from Dell that qualifies for certain promotions. Dell sometimes offers promotions that extend the return period for a specific product.

1. Exclusions:
You cannot return software at any time, unless the software you are authorized to return is:

1. An operating system or application that Dell installed on a returnable product that you are returning within the product’s return period;
2. Software on physical media such as DVD or CD that you have not opened or removed from its sealed package; or
3. Software delivered electronically for which you have not accepted the license agreement or other applicable terms.

Products that are not eligible for return at any time:

1. APEX, servers, data storage, data protection, converged infrastructure, hyperconverged infrastructure and networking products;
2. Dell Wise™ and Wyse branded products;
3. Non-Dell branded enterprise hardware and software products;
4. Customized products, including build-to-order products or products configured to your specifications; or
5. Unless you have specifically agreed otherwise in your written agreement with Dell, there is no right of return for software purchased under any type of volume license arrangement.

Dell reserves the right to deny any returns in circumstances involving repeated returns, violation of the Dell Terms of Sale or other impermissible activity.

2. Restocking Fees:
Dell will provide return shipping at no cost to you and not charge a re-stocking fee if:

1. The product you are returning is defective;
2. You have to return a product because Dell made an error; or
3. You are an end user customer who purchased a product for personal use.

Dell may charge a restocking fee of up to 15% of the actual price you paid for the product. That price does not include shipping and handling or any applicable sales tax. Dell will deduct any re-stocking fee from the amount of your refund or credit.


3. Promotional Items:
Refunds or credits for a product you purchased in a bundle or during a promotion can get a little complicated. Depending on the promotion, Dell may deduct the value of the discount, promotional item or redeemed card from any refund or credit you receive for the return of the purchased item. Examples of these kinds of discounts and promotions include:

• “Buy a computer and get a free printer.”
  • If you return the computer but keep the printer, Dell may reduce your refund or credit by the value of the printer.
• “Buy a monitor and get a gift card.”
  • If you return the monitor but already spent the money on the gift card, Dell may reduce your refund or credit by the value of the gift card.

4. How to Return a Product:
To return the product, you must first receive the confirmation email from Dell after initiating our online process or by calling our Customer Service within 15 days from the date of your invoice.

• All returned products must be received by Dell in as-new or as-shipped-by-Dell condition, including conformance to the specifications set out in your invoice.
• You must return all products, along with all media, documentation and other items that Dell included in your shipment, in their original packaging.
• Before you return the product to Dell, back up any data you might have stored on your product, such as on the hard drive. Remove all confidential, proprietary, and personal information. Also remove any removeable media such as flash drives, CDs, or PC cards. Dell is not responsible for any confidential, proprietary or personal information; lost or corrupted data; or damaged or lost removeable media that may be included with your return.
• After Dell has authorized your return, you must pack the product you wish to return in its original packaging. Parcel pickup will then be arranged by Dell Customer Service.
• If you are a commercial customer, you must ship the products at your expense and make sure the shipment is insured or accept the risk of loss or damage during shipment.
• For partial returns, your refund or credit may be less than the invoice or individual component price due to bundled or promotional pricing or any unadvertised discounts or concessions.

Upon receipt of your return, Dell will issue a credit or refund of the purchase price paid, which may be reduced by the amount of any applicable shipping and handling fees and/or restocking fees subject to this Policy.

• Go to online Dell.com/orders
• Select “Return Items” link and verify your identity.
• View the order details and select the product(s) you would like to return. For the product(s) you can return online, you will need to select the reason for the return and the return method.
• You will receive an email confirmation with your return details once you have submitted the return authorization in Dell.com/orders within the applicable return period.

If you need further assistance, you can always contact our Customer Support from the Action Menu by entering your order number in Dell.com/orders.

Track your return online.
Go to Dell.com/orders, enter your order number and select “View Details” to learn more. We’ll issue your credit or refund after we receive and validate your authorized return.

• Please be advised that it may take up to 10-15 business days from the date the order is received back at Dell for you to get the money credited back to the original method of payment.
• Once you have returned your product, use the Return Status option from the Action Menu to check the progress of your return.
• If you have not yet received your credit or refund beyond the above timeframe, enter your order number to contact Customer Service from the Action Menu.
• Your refund or credit may be reduced or eliminated if you do not ship your return in time for us to receive the product.
• For approved returns, Dell will refund or credit the actual price you paid. Your refund or credit may be reduced by the cost of shipping and handling fees, any applicable restocking fees (described later in this policy), or both.

1. You cannot return software at any time, unless the software you are authorized to return is:

• An operating system or application that Dell installed on a returnable product that you are returning within that product’s return period.
• Software on physical media such as a DVD or CD that you have not opened or removed from its sealed package.
• Software delivered electronically for which you have not accepted the license agreement or other applicable terms.

2. Products that are not eligible for return at any time include:

• APEX, server, data storage, data protection, converged infrastructure, hyperconverged infrastructure and networking products
• Dell Wise™ and Wyse-branded products
• Non-Dell-branded enterprise hardware and software products
• Customized products, including build-to-order products or products configured to your specifications.

3. Unless you have specifically agreed otherwise in your written agreement with Dell, there is no right of return for software purchased under any type of volume license arrangement.

4. Dell reserves the right to deny any returns in circumstances involving repeated returns, violation of the Dell Terms of Sale, or other impermissible activity.

Dell may charge to re-stock a product you return.

Dell will not charge a re-stocking fee if the product you are returning is defective. Dell also will not charge a re-stocking fee if you have to return a product because Dell made an error. If you are a consumer who purchased for personal use, Dell will waive any restocking fees and provide return shipping labels at no cost to you.

In other cases, Dell may charge a re-stocking fee of 15% of the actual price you paid for the product. That price does not include shipping and handling or sales tax. Typically, we deduct any re-stocking fee from the amount of your refund or credit.

Refunds or credits for a product you purchased in a bundle or during a promotion can get a little complicated. Examples of these kinds of discounts and promotions include:

“Buy a computer and get a free printer.”
If you return the computer but keep the printer, Dell may reduce your refund or credit by the value of the printer.

“Buy a monitor and get a gift card.”
If you return the monitor but already spent the money on the gift card, Dell may return your refund or credit by the value of the gift card.