Yes, but it depends on the reason for the return and how long you have had the item. Any unopened item can be returned for a full credit/refund if it is returned within 10 days of delivery, and the packaging is undamaged.

If a non-faulty item is returned, together with the original retail packaging, within 10 days of delivery, we will charge a 10% restocking fee. After 10 days and up to 30 days after delivery, we will charge a 15% restocking fee. After 30 days we will not accept returns for non-faulty items. Please note that an item is not considered to be faulty simply because it is incompatible with your other equipment. Due to copyright regulations, software cannot be returned for a credit if opened.

Unfortunately, if a non-faulty item isn't returned in its original retail packaging the restocking fee is 25%, even if it is returned within 10 days. It would therefore be wise to retain the packaging until you are sure you are going to keep the item.

There are simply too many combinations of devices for us (or anyone else) to know if a given item will conflict with other hardware. There are also too many driver-related and Windows-related issues for us to know what difficulties you will strike with your particular configuration. And finally, there are some people who simply do not have the necessary knowledge to get some tricky items working correctly (in some situations you may need a bit more than the instruction manual). If we notice any obvious incompatibilities in your order, such as ordering DDR RAM with a motherboard that has no DDR RAM slots, we will query this with you, but in the end only you are responsible for your choice of goods. To assist you with this we include links to manufacturers’ web sites and reviews. Furthermore, if you are in doubt about the compatibility of items you intend to purchase we recommend that you contact us first. We can tell you if there are any known incompatibilities and we can tell you if we know of others successfully running the same combination of products - but we cannot and do not guarantee the absence of conflicts. If you need more information than we are able to provide we suggest you contact the manufacturer and/or search in the relevant Internet newsgroups, forums or magazines. Not using the latest drivers, installing the drivers on a system with a less than perfect Windows installation, and incompatible BIOS settings can also cause difficulties, and may make the hardware appear to be faulty when that is not the case. The bottom line is that PC’s aren’t Macs. If you are using an unusual combination of products, you may need to do a little research first.

A restocking fee is necessary to deter some people from using us as a try-before-you-buy service. The restocking fee only applies if the item has been opened or if the packaging has been damaged in some way. In such cases we have to sell the items as clearance items at a reduced price, and the restocking fee helps offset the loss we incur on such items.

Then unfortunately we cannot take it back. Any non-faulty product returned must include everything that originally shipped with the item.

We increased the right of return period for non-faulty products from 7 days to 10 days to give everyone sufficient time to return an item if necessary. In additon, the right of return period is extended to 30 days for VIP customers.

VIP status is dynamically determined when an item is returned, and is based on the relative value of the item being returned compared to your past sales history. You might have VIP status for one return, but not for another. Very roughly speaking, if the item being returned has a value less than one-tenth of the total purchases you have made from us, then you wil have VIP status for that return.

If the fault is reported within the 10 day period (or 30 days if VIP), yes you can have a refund (or a credit if you prefer). If it is outside that period, then the item will be replaced or repaired.

A forward replacement is a replacement we ship to you before we receive the faulty item back. VIP customers qualify for forward replacements if they are available for the specific product being returned. We are not able to provide forward replacments for all products, and forward replacements cannot be sent to delivery addresses outside New Zealand.

You will be invoiced for the forward replacement.

If we sent the wrong item or if it develops a fault AND you let us know within 10 days of receiving the item, then we will either arrange to have the item picked up, send you a courier ticket, or reimburse you for the cost of returning the product to us or the service agent. However, any reimbursement is limited to the cost of an appropriately sized CourierPost Trackpak or, for larger items, the amount that we would normally pay a courier to get the item returned from your location. CourierPost Trackpaks are available at NZ Post outlets and cost up to approximately $15 for an envelope 395mm x 440mm in size. Before you spend hundreds of dollars on same day delivery from Dunedin to Wellington, check with us to make sure we will cover the cost. If you are returning the product after 10 days, or because you made a mistake or because it is incompatible with your other equipment, then you are responsible for the cost of returning the item. Also, if the item is being returned from overseas you are responsible for both the cost of returning the item and the cost of the return shipping where applicable.

Sign in to your account by clicking on Your Account. Select the "Return a Product" option in the left-hand frame, and select the order that includes the item(s) you wish to return. All the items on the order will be displayed. Any items still under warranty will have a checkbox beside them that you can tick to request a Return Authorisation (RA) number. You will be asked to specify why the item is being returned. Once we have received your request, and assuming it meets our criteria (see below), you will be issued with an RA number and instructions for shipping.

Please email feedback@ascent.co.nz to contact Ascent Management directly.

Items do not get added to the Returns Status page in real time. It will usually appear the next business day after submitting the request.