Return Policy

Return Policy

Effective Date: 1/10/2024
Last Reviewed: 1/7/2024

At BTIT, we are committed to ensuring our customers are satisfied with the services they receive. Our return policy aligns with the Consumer Guarantees Act 1993 (CGA) and other applicable New Zealand laws to provide you with peace of mind when using our broadband services.

Your Rights under the Consumer Guarantees Act (CGA)

Under the CGA, you are entitled to services that:

  • Are fit for purpose and perform as expected.

  • Are delivered with reasonable care and skill.

  • Are completed within a reasonable time (if a timeframe is not agreed upon).

  • Are reasonably priced (if a price is not agreed upon).

If our broadband service does not meet these guarantees, you are entitled to a repair, replacement, or refund, depending on the nature of the issue.

When You Can Return or Cancel a Service

You can request a refund, replacement, or fix if:

  1. There is a major failure with the service (e.g., the service does not function as promised or advertised).

  2. The service is not fit for its intended purpose and cannot be reasonably fixed.

  3. There is a significant delay in delivering the service without good reason.

If the issue is minor, we will work with you to resolve it by offering a repair or fix within a reasonable timeframe.

How to Request a Return or Cancellation

To request a refund, replacement, or fix, please contact our support team within 14 days of noticing the issue:

  • Email: [support@btit.nz]

  • Phone: [+64 (0) 4 282 0918 ]

Please provide:

  • Your account details or invoice number.

  • A description of the issue you’ve encountered.

Exclusions

  • Change of mind: We are not obligated to offer a refund for change-of-mind cancellations but will work with you to explore other options where possible.

  • Third-party issues: We are not responsible for issues caused by external providers (e.g., power outages) but will assist where possible to minimise service impact.

Refund Process

If eligible for a refund, it will be processed within 7 business days using your original payment method, or through other agreed means.

Our Commitment

We aim to provide the best possible service and will always work with you to resolve any issues. For further information on your rights under the Consumer Guarantees Act 1993, visit the Consumer Protection NZ website at [https://www.consumerprotection.govt.nz].