Refund policy
Our 30-Day Return Window
Mobile Systems Limited accepts returns for 30 days from the date you receive your item. To be eligible, the item must be unused, in its original packaging and in the same condition it arrived in, and you will need your receipt or proof of purchase. Start a return by emailing info@mobilesystems.co.nz before sending anything back. Return shipping is at the customer's cost, unless the item is faulty, damaged in transit or not what you ordered.
How to Start a Return
Contact us at info@mobilesystems.co.nz or on 07 575 2966 with your order number and what you would like to return. Once we approve the return, send it to:
Mobile Systems Limited
Units 1 and 2, 14 Portside Drive
Mount Maunganui 3116
Items sent back without an approved return cannot be accepted, so please get in touch first.
Faulty or Damaged Items
Check your order as soon as it arrives. If an item is faulty, damaged in transit or not what you ordered, contact us straight away. We will assess it and put it right, and we cover the return shipping in these cases. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Warranty Repairs
Faults that appear after the 30-day return window are handled as a warranty claim with the manufacturer, with the term depending on the brand and product. We assess and process warranty work through our own in-house workshop, so you deal with us rather than chasing a supplier offshore. Contact us with the model and a description of the fault and we will advise the next step.
What We Cannot Take Back
Some items cannot be returned once supplied:
- Radios and equipment programmed or configured to your specific frequencies, fleet or channel plan
- Special orders and indent items brought in specifically for you
- Custom-built cables, harnesses, brackets and installed vehicle hardware
- Software licences, airtime plans and activated satellite or PoC services once activated
- Gift cards and clearance or sale items
If you are unsure whether something falls into one of these categories, ask us before you order and we will tell you plainly.
Exchanges
The quickest route is to return the original item and place a separate order for the replacement. If you are not sure which model suits the job, talk to us first. Sizing up the right radio before you buy beats swapping it afterwards.
Refunds
We will let you know once we have received and inspected your return, and whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider can take additional time to post it at their end.
If more than 15 business days have passed since your return was approved and you have not seen the refund, contact us at info@mobilesystems.co.nz.
Hired Equipment
Hire and lease equipment is not covered by this policy. Those arrangements sit under our Hire Terms and Conditions, supplied with your hire agreement.
Still Have a Question?
Call us on 07 575 2966 or email info@mobilesystems.co.nz. We would rather sort a problem out directly than have you stuck with gear that is not doing the job.