returns

We do not accept returns for web orders, phone orders, email orders, fax orders, text orders or orders placed in person where an item has been ordered in error, or due to change of mind, or due to lack of finances or any other reason except for death of the person who placed the order.  Please ensure that the item you have ordered is the correct one for your needs.  Far better to spend the time checking that you are getting what you need than to rush ahead and get the wrong one.  If in doubt, speak to us to confirm your needs.

Items damaged in transit, that is items that arrive to you in a damaged condition (excluding packaging material - the item itself must be physically damaged), must be notified to us within 24 hours of their being signed for.  Failure to do so will mean disqualification of reimbursement to you from our freight carrier, and you will be required to keep the item in the condition that it arrived in.

Items that arrive to you DOA - Dead on Arrival - will be replaced free of charge if they are in fact found to be "dead".  You must notify us within 24 hours of receiving the item to be eligible for a free replacement.  An exception to this may be granted where an item has been purchased as a gift: contact us immediately in this regard.  The granting of an exception is at the discretion of the Distributor who supplied us the item for on-sale.  If an item is received back, either to us or our supplier, and found to be either not DOA or to have been damaged / tampered with / altered by you, it will be returned to you at your expense, and a service fee will apply (which must be paid before the item is returned to you).  Failure to pay these costs may trigger legal action to recover any monies owed to us or our supplier.  Note: Usually in the case of a DOA claim, our supplier will arrange to have the item collected from you and a new one sent, all at no cost to you.  In some cases, which we will notify you of as we are able to, you may be required to pay for return freight.  Any such charges are required to be paid before the replacement item is released to you.

Any item returned to us that is not faulty is subject to our standard labour charges as per our Rates, Terms & Legal page http://www.lemonaid.co.nz/cms/pages/rates-terms-legal.php.  A minimum technician's fee of $30 applies to all non-faulty returns.

Contact us as soon as possible to resolve any issues highlighted this section. 
The more time passes, the fewer options you / we have.  And above all, assume nothing.

warranty period definition

Any and all warranties are given for a fixed period of time, starting from the date they are invoiced or paid for (whichever is earlier) and continuing for X number of calendar months or years.  Replacement of an item or items does not extend the period of warranty in any way, shape or form, as the warranty is deemed to cover a fixed period of time, regardless of the number of times an item or items is replaced during that period.  Many people believe that when an item is replaced, that the replacement item starts the count on a whole new, full warranty period (for example, if an item has a 2 year warranty period and is replaced at the 12 month mark, many believe they have another 2 years from that time) - this is not the case.

In some instances an item is given a "lifetime" warranty.  The term "lifetime" refers to the expected lifetime of that item, not a person's lifetime, nor even the expected lifetime of other, inter-related items (for example, RAM or a Power Supply have a "lifetime" warranty, but are house within a computer case that only has 12 months).  In some instances, the term "lifetime" means 5 years, in others 10 years, and still others up to 30 years, and is totally at the discretion of the manufacturer and / or our supplier.  We will supply you the actual length of a "lifetime" warranty on any item on request.

warranties

Various products have different warranties.  Unless otherwise stated, all warranties are implicitly 12 months from date of payment (excl software which has no warranty other than guaranteed not to be DOA).  Any warranties given are done so on behalf of LemonAid's suppliers, and we are therefore constrained to adhere to the specifications, terms and conditions of each individual supplier.   Unless otherwise stated, all warranties are RTB (Return to Base) at your expense.  Check with us first to see if the item you are returning has an on-site warranty covered directly by the manufacturer.

As a guide, warranties cover defects in manufacture and workmanship, and exclude: wear and tear, theft, accidental damage of any sort, purposeful damage of any sort, damage caused by using the goods in conjunction with any other goods or hardware / software, software or hardware compatibility issues, any sort of power surge / outage event, and any type of tampering / modification that is not expressly allowed for. 

Additionally, warranty replacement of any goods will only be granted upon the return of the goods in question at the customer / purchasers expense (either to LemonAid or our Supplier directly: we will advise you at the time which is appropriate), the testing of said product by LemonAid or our Supplier (as warranted), and the agreeance of LemonAid's Supplier that the warranty claim is valid.  You (the customer / purchaser) agree to send the goods back to us in packaging that will ensure no further damage is sustained by your goods, at your cost.  It is preferable to send the goods back in their original packaging wherever possible, as this ensures maximum protection from damage and mis-handling.  LemonAid is in no way responsible for any damage or theft of goods being returned to us.

LemonAid endeavours to resolve all warranty claims with 24-48 hours (excluding weekends), but you should allow up to 5 working days (Note: depending on the time of year and the type of product, replacement or repair can take up to 10 working days).  We will, upon the agreement of our Supplier, send identical replacement goods out to you at our cost by our standard method of delivery.  Should you wish to make special arrangement for delivery, please contact us immediately.  Note that LemonAid reserves the right to decline any special requests, but we will endeavour to meet any that are deemed reasonable at the time.  Should you (the customer / purchaser) require speedy replacement of any goods above and beyond LemonAid's normal freighting and warranty methods, additional charges (i.e. for use of a Courier rather than NZ Post mail, or specifically a Saturday delivery) will be made, which are payable by the customer / purchaser immediately.  Failure to pay such charges will be deemed to be non-payment and may be referred to a Debt Collection Agency of LemonAid's choice, which will include the payment of all and any charges by said Debt Collection Agency by the customer / purchaser that LemonAid may incur.

Both LemonAid and our Suppliers reserve the right to effect a fix instead of a full replacement should the nature of the fault warrant that.  Such a decision is at LemonAid or our Supplier's sole discretion, and our decision is final.

NOTE: Any item returned to us that is not faulty is subject to our standard labour charges.  A minimum technician's fee of $30 applies to all non-faulty returns.  Non-faulty items will not be returned to you until the technician's fee has been paid (including the cost of return postage / courier as applicable).

computer warranties

Whether we build a desktop system for you, or re-sell a branded desktop or notebook (laptop) or netbook, the overall warranty covering these items is usually 1 year RTB, covering only defects in manufacture.  Unless there is an obvious instance where the way we have configured the software on a computer has caused a discernable, warrantable issue (and this is extremely rare), there is absolutely no cover whatsoever for any issues arising from software, whether that software be a Microsoft product (eg Windows, Office), a subsystem (JAVA, QuickTime, Flash etc), or a 3rd-party product (eg Picasa, Skype, Google Earth, Firefox, Avast).  The complexities of interaction between any given person and how they use the programs (software) on their computer are so incredibly vast, and the knowledge level (or paucity thereof) so widely variable, that it is commonly-accepted industry practice to not supply any warranty for software, except in specific circumstances at extra cost.  And to re-iterate, there is absolutely no warranty cover at all for any type of power-related damage, except where it can be proven that the power supply of the computer itself is faulty and has caused the damage.  You are expected to provide sufficient power protection for your computer-related gadgets and hardware, specifically a UPS for adequate protection: a surge protector is NOT adequate protection.

Whilst desktop computers that we build come with a single calendar year of RTB warranty, most of the internal components (and others like the monitor / screen) have 2-5 year individual warranties.  These warranties continue to be available outside of the general 1 year system warranty: replacement of individual components during the "extended" warranty period includes parts only, and excludes any and all labour required to remove the faulty component and replace it with a new / refurbished one (at the discretion of our suppliers).  Further, replacement of the exact model of component is solely on the basis of "like for like" on the part of our suppliers, as it is common for exact models to be unavailable even after only 12 months.  Usually, replacement parts supplied under "extended" warranty actually end up being superior / more advanced models than the ones being replaced.  In the case of hard drives (including external hard drives), there will be a charge to back up the contents of the old / faulty one to the best of our ability (as the drive may be too corrupt / damaged) and then to copy the contents back again once the replacment unit has been received.

warranty claim procedure

1) Contact LemonAid by e-mail or phone, detailing the nature of the fault. PLEASE MAKE SURE you have gone through rigorous testing of the faulty item to the best of your ability before you consider a warranty claim.  Many "faults" are due to software drivers, system updates, hardware conflicts and products not being calibrated correctly.

2) Once we have considered your claim, we will give you the approval to send the goods back, either to us or our supplier.  PLEASE DO NOT SEND ANY GOODS BACK BEFORE CONTACTING US!  When you have our express approval, you agree to send the goods back to us in packaging that will ensure no further damage is sustained by your goods, at your cost.

3) Once we or our suppliers have assessed the condition and nature of the fault, we will advise you within 24-48 hours (excluding weekends) of our decision.

4) Upon approval of a replacement or fix, we or our Supplier will endeavour to have your replacement / repaired goods back to you within 24-48 hours (excluding weekends).  Note that depending on the time of year and the type of product, replacement or repair can take up to 10 working days).

Placement of an order with LemonAid is deemed to be acceptance of any and all conditions and procedures set out on this page of Warranty / Returns.

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