Frequently Asked Questions

Prices

How much is freight?

Nothing. Ascent offers FREE delivery within New Zealand on all items purchased online for delivery on weekdays.

I've found a cheaper price elsewhere. Will you match it?

Not usually. We certainly aim to be competitive, but because we stand firmly behind all the products we sell, we deal only with suppliers who share our commitment to the customer. Sometimes this will mean that we don't buy from the cheapest supplier.

Are your prices up-to-date? What happens if I buy something today and the price drops tomorrow?

We endeavour to keep our prices up-to-date. On any given day dozens of prices may change. Some will go up and some will go down, although most will remain unchanged. The price listed at the time you place the order is the price you will pay (obvious errors excepted). If the price drops after we have shipped the goods to you we are not in a position to offer you the goods at the new price. This is because we will have purchased the goods at a higher price ourselves. If the price drops after you place your order but before we ship the goods to you, then you will only be charged the new lower price.

On your web site some items are listed twice. One is at a lower price and out of stock, while the other is in stock and listed at a higher price. Why is this?

We source our products from several suppliers. When our preferred supplier is out of stock sometimes we are able to source the same item from another supplier but at a higher cost. This gives you the option of waiting for the lower-priced item to come into stock, or buying now at the higher price. There is no difference in the product itself or the warranty that comes with the product.

If I buy all the parts necessary for a complete system from Ascent do I get a special deal?

Yes. If you place your order via the PC Builder you can get an additional 2% discount off the total price. Orders that consist of at least a case, motherboard, CPU, RAM, hard disk, CD or DVD drive, and a video card qualify for the 2% discount on the entire order. If not placing your order via the PC Builder please make a note in the special instructions that you would like the system discount. In that case the discount will not appear on-screen or in the initial order confirmation but will be deducted when we process your order. The discount cannot be retroactively issued for orders that have already shipped. This discount does not apply to purchases of computers that come fully or partially assembled.

Why is your price for [product name] so much higher than the US price?

There are all sorts of reasons why our prices are often higher than the same product purchased overseas. Freight and GST are just two of those. However, the most important reason is that we source all our products from local importers and distributors, and we have to pay the prices they set. We have absolutely no control over the prices they charge.

Is GST payable on goods shipped outside New Zealand?

No. You only pay the GST exclusive price. However, we must ship the goods directly overseas or to a freight company you nominate to handle the shipping. If the order totals more than $1,000, IRD requires us to fill out and retain a Customs Export Entry form (which we need from your nominated freight company if we are not sending it direct ourselves).

I'm going to be travelling out of NZ, so can I get goods without having to pay GST?

Not unless we ship the goods overseas or to a freight company that will be shipping them overseas. We are required by IRD to collect GST on all products that we deliver to New Zealand addresses.

If I save an item in my shopping cart for purchase later, what price do I pay - the price at the time I put it in the cart, or the price at the time I checkout?

You pay the price at the time of checkout, not at the time the item is placed in the shopping cart.

Products

What are clearance items?

Clearance items include items that have been returned to us simply because they are incompatible with purchasers' existing equipment. In most cases the products are as new, with all accessories and packaging but they have been opened. Any variance to this will be noted on the product page. They come with the remaining portion of the product's original warranty. Quantities are very limited, and are sold on a strictly first come, first served basis.

What is a Wish List?

The Wish List makes it easy for you to keep track of any number of items all in one place. Items are added to your own wish list by clicking on the heart icon below the product name on the product details screen. (The product details screen is the one you go to when you click on a product from any product listing screen.) You can go to your wish list at any time by clicking on the heart icon in the top right of every screen. You can order directly from your wish list.

Some of the items on my Wish List disappeared. Why is that?

When products go end of life and are removed from the website, they will automatically be removed from your Wish List at the same time.

The link to the manufacturer's web site describes the product as coming bundled with extras that I did not receive. Where are they?

The link to the manufacturer's web site is there solely to provide you with additional information about the product. However, as products are sold in different configurations around the world there is no guarantee that the product that is available in New Zealand will contain the same accessories described on the manufacturer's website. If in doubt, please check with us and we can confirm exactly what comes with the product here in New Zealand.

Why do you bother stocking products from distributors that you have rated lowly - say 10 or 20%?

Because you want them (and unfortunately, there are lots of good products being distributed by not-so-good distributors).

What is an OEM product?

OEM stands for "Original equipment manufacturer" and is used on our website to identify products that are shipped without the extras that are typically found in the "retail" versions (in the case of hardware) and transfer restrictions (in the case of software). OEM versions of products are cheaper and suit customers who are familiar with installing their own hardware, or who may already have the bundled software, etc. There is no difference between the OEM and retail version of the main hardware item itself. OEM software typically cannot be re-installed on a PC other than the PC it was originally installed on.

If an item does not have the word "OEM" in the description can I assume that it is a retail version of the product?

Yes. We identify OEM versions of products.

What are the advantages and disadvantages of buying the OEM version of a product?

Advantages: The product is cheaper because you don't have to pay for software or fancy packaging. Disadvantages: You don't get software you might need or the packaging you might have expected. If in doubt about what is included with the OEM product, please contact us. Sometimes, but not always, drivers are included. This is not usually a problem as drivers are available from manufacturers' web sites. Usually application software is not included. OEM software can not typically be installed on a PC other than the one it was originally installed on.

Is there any difference between the academic and non-academic versions of software.

The software itself is identical. However, academic versions are usually not upgradeable and are intended for educational use. Usually we will need a copy of your student ID card to qualify for academic pricing. Suppliers tend to carry less stock of academic versions of software, and it may take longer for an out of stock item to come back into stock.

Who can qualify for Microsoft academic pricing?

Microsoft, not Ascent, determines who can qualify for academic pricing. Accredited educational institutions (public or private Primary or Secondary schools, vocational schools, correspondence schools, polytechnics, universities, or scientific or technical institutions accredited by associations recognised by the NZQA and/or the NZ Department of Education and/or the Ministry of Education); faculty of accredited educational institutions; administrative offices or boards of education of educational institutions; full and part time matriculated students of higher education institutions. The following are not eligible to purchase Microsoft academic edition products: non-education customers, primary and secondary students, parents of higher education or primary and secondary students, customers residing outside New Zealand, and students participating in short courses or vocational.

Who can qualify for Adobe student editions?

Adobe, not Ascent, determines who can qualify for student pricing. Students must provide a photocopy of a valid, current student ID that includes their name, date, and a photo. If a student does not have such an ID, he or she must instead provide a photocopy of a valid photo ID and one of the following items:
- Official, current non-photo student ID with name and date
- Official, current school transcript indicating name of school and student
- Official, current school tuition bill indicating name of school and student
- Official, current report card indicating name of school and student
- Other official dated proof of enrollment
Students who are under 18 and do not have a valid photo ID may provide an official letter from their eligible educational institution stating their name and current enrollment status.

Who can qualifty for Adobe teacher editions?

Adobe, not Ascent, determines who can qualify for teacher pricing. Teachers, faculty, and staff of eligible educational institutions must provide a photocopy of a valid, current school ID that includes their name, date, and a photo. If an educator does not have such an ID, he or she must instead provide a photocopy of a valid photo ID and one of the following items:
- Faculty or staff paycheck stub
- Official letter from the registrar of the educational entity

Why don't you sell [insert brand name] products?

There are a number of reasons why we don't sell particular items. The most common reasons are that there is no New Zealand distributor for the brand, a distributor does exist but does not provide adequate service, or the particular products don't come up to the standard of quality we expect. We reassess this from time to time, and will give a brand a second chance if we feel that local service and/or the product quality has improved.

I bought [insert product] from Ascent but it seems to conflict with other hardware I have (some of which I also bought from Ascent). Can I return it for a full refund?

There will normally be a 10% restocking fee if you have used the item but let us know about the incompatibility within 10 days or receipt of the goods. If you let us know later than that but within 30 days, the restocking fee rises to 15%. After 30 days an item cannot be returned for reasons of incompatibility. If all the retail packaging is not returned the restocking fee is 25% in both cases, so if you are not certain about the compatibility of the goods make sure you keep all the packaging for 30 days. Also see Returns and Complaints for details on obtaining refunds.

But aren't you responsible for any incompatibility issues between the products you sell?

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.

Why don't you sell the entire range produced by [insert manufacturer]?

There are a number of reasons: (1) We may be able to source it, but just haven't got around to listing it yet; (2) The manufacturer may not have made it available to this market; (3) The importer may feel that there will be insufficient demand for it - they bring in what they think will sell; (4) The importer may decide that it is too difficult/expensive to provide spare parts and replacements for models that they forecast will only sell in small numbers; (5) Better models may be only marginally more expensive than the excluded models.

What is the Kingston Memory Configurator?

The Kingston Memory Configurator is used to identify the exact Kingston memory part you need for your PC, notebook, digital camera, etc. It will also show you how many memory slots are available for expansion where relevant. Once you have identified the part you require you can simply add it to your shopping cart.

How do I use the Kingston Memory Finder?

Click the Kingston Memoruy Finder from the Build & Configure button at the top of the page. Click on the Manufacturer and System Type from the drop down lists. You can then either click the Find button, which will bring up a further drop down list of the various models, or you can type the model number in yourself in the Model field. Once you have selected the model a list of compatible RAM products will be displayed. Click on the View link to take you to the Ascent page for that product, and from there you can purchase the product as you would normally.

What are "uncategorised" products?

We have access to a greater range of products than we have time to put into a consistent structured format for inclusion in our regular category listings. Uncategorised products are those we have not had time to assign to our regular categories. Uncategorised products may not be suited to casual browsing, but they can be searched.

Why can't I change the quantity when I order the Daily Deal?

Because the Daily Deal is sold at cost, the quantity is limited to one per customer.

Stock

What do the stock icons mean?

A green tick next to a product means the item was in stock when we last received a stock update from the supplier (this is usually received daily). A red cross means that the item was out of stock at that time. If we have a known or estimated date for when new stock will be available, that date will be shown to the right of the red cross. The email icon means that suppliers of that product do not provide us with daily stock availability. You can email us for availability of such items before you place your order, or you can go ahead and order the item and we will advise you of the expected delivery date when we process your order.

Do you hold stock in your Wellington store?

No. "In stock" means in stock with our suppliers.

If an item is out of stock and there is no date to indicate when new stock will arrive, how long is it typically before you have new stock?

It depends. For many items it can be as little as 3 days, but for some items it can be several weeks. If you go ahead and place your order we will usually be able to tell you within 24 hours what the expected delivery date will be. If you don't want to wait then you can of course cancel your order without penalty.

Why have I been told that an item is out of stock when the stock indicator says the item is in stock?

There are two main reasons. First, the stock information is updated regularly, but it is not done in real time. The item was in stock at the time the supplier provided the stock information, but it subsequently went out of stock before we received your order and before we received an updated stock list. Secondly, the supplier may have made a mistake. We change the status as soon as are notified that an in stock item has gone out of stock.

Sometimes out of stock items have an ETA for new stock, but it keeps changing. Why is this?

There are several reasons. First, the ETA of new stock can be affected by factors external to New Zealand - shipping delays, changing demand in other markets, strikes, and even the weather. There can also be delays in clearing the goods once they have landed. Secondly, for some items that are only ordered in as required, the ETA is the ETA you could expect if an order is placed now. The item will always show as being out of stock and every day the ETA will keep shifting out by one day. Thirdly, the stock may have come in and been immediately sold out, so new stock has to be ordered in with a new ETA.

Why is it that some items never seem to come into stock?

Some very popular items are always in short supply. When a new shipment arrives the people who have the item on backorder get their orders filled first. In some cases there may not be anything left over after these orders are filled. To be sure of getting a popular product that seems to be forever out of stock you may need to order it and get in the queue, or you may always miss out.

What does "Add to watch list" do?

The Add to watchlist button takes you to a screen where you can sign up to be advised when the price of an item falls below a particular value, and/or when it comes back into stock. This means you don't have to keep coming back to check. The notification is sent to you via email (your email address is only ever used by Ascent - it is never divulged to anyone else).

Supplier rating

What is the Ascent Supplier Rating that appears on the product specification page?

We don't import product directly ourselves, but buy from local distributors. Some suppliers are better than others. To a certain extent the quality of the service we can provide you is dependent on the service we receive from our supplier. This affects such things as timely delivery in the first instance and support if there is a problem with the item later on. In order for you to make a better purchasing decision we have rated our suppliers in terms of the following: the general ease of dealing with the supplier, the reliability of the stock information and efficiency of delivery, and the degree of after-sales support should things go wrong. The rating is out of 5 stars.

Why do you bother stocking products from suppliers that you have rated lowly - say 1 or 2 stars?

Because you want them (and unfortunately, there are lots of good products being distributed by not-so-good suppliers).

Ordering

Do I have to create an account before I can make a purchase?

No. If you choose not to create an account manually, one will automatically be created for you when you checkout. (See Customer Accounts for more details).

Do I have to enter my account details every time?

No, if you create an account when you checkout, your details will be stored so they can be used next time. We do not store credit card numbers.

How do I cancel an order once it has been submitted?

If the item has not yet been shipped you just need to sign into your account by choosing the Your account option from the home page, go to the Orders & Returns tab, select the relevant order and click on "Cancel this item" for the item you wish to cancel. If the item has already shipped you will need to obtain a Return Authorisation (RA) number from us. (See Returns and complaints).

Can I order something and have it delivered to someone else?

Yes, just fill in a different delivery address.

Can I come in and pick up the goods and pay over the counter?

You can have the goods delivered to our office at 309C Willis St, Wellington (choose the "Pickup from Ascent in Wellington" option when placing your order), but the goods will need to be paid at the time of ordering. We will notify you when your order is ready to collect. Our office is open from 9:30am to 4:00pm for pickups.

I selected Express Checkout but it keeps telling me some required fields are missing. Why is this?

If you have filled out all the required fields then it probably means that either your billing address or delivery address is missing from your account details. Go to Your account and make sure that you have entered a delivery and billing address.

What are your terms and conditions?

Our terms and conditions are listed here.

Can I save an item in my shopping cart for purchase later?

Yes you can. Items will remain in your shopping cart for up to 90 days, or until you remove them. However, you pay the price at the time of checkout, not at the time the item is placed in the shopping cart. Also, even if an item is in stock at the time you place it in your shopping cart there is no guarantee that the product will be in stock when you check out. In some cases a product may be discontinued, in which case it will automatically be removed from your cart.

If I save an item in my shopping cart for purchase later, what price do I pay - the price at the time I put it in the cart, or the price at the time I checkout?

You pay the price at the time of checkout, not at the time the item is placed in the shopping cart.

My billing and shipping addresses were stored on your previous website, but now they are missing. What happened to them?

In the past it was possible to enter virtually anything in the address fields, and the result was a bit of a mess. We decided to introduce some structure to the addresses, but due to the inconsistent nature of the old data, many were not able to be brought over to the new website. We apologise for the inconvenience, but when you place your next order you may need to enter your address again.

Payment

When do you process credit card payments?

Once the goods have been ordered.

But what happens if the goods are out of stock and I don't want to wait until the next shipment comes in?

You are free to cancel your order without penalty anytime up until the goods ship. The original credit card transaction will be reversed.

Do you accept payment by credit card only?

No. You can also pay by internet banking, cash, or on account (see the following question). If you are an established Ascent customer and have applied for and been given a credit account, you simply enter your own purchase order number at the checkout screen in order to make a purchase.

How do I get an account so I can pay after delivery?

Setting up an account is simple and usually takes just minutes. Simply email us [email protected] and we will let you know the information we require. The establishment of accounts is solely at our discretion.

Who can qualify for a credit account?

Normally credit accounts are for government agencies and corporate clients, although long-term clients who make significant annual purchases may also qualify.

How safe is credit card payment over the Internet? How safe are my details?

Your card is charged by Payment Express, a PCI DSS compliant payment solution provider who is certified by banks to process all major credit cards.

Does Javascript need to be enabled in order to make a payment?

Yes, if you are paying by credit card. In the interests of security, charging of credit cards is now done via Payment Express, a secure third party website. This allows your card to be charged without us being able to see your card details. However, Payment Express does require Javascript to be enabled in order to process the transaction. This is not normally a problem as most people have Javascript enabled by default.

What is the Verified by Visa (or MasterCard SecureCode) screen that is asking me a security question at checkout? I have never seen this before.

This is a new initiatve by the banks to cut down credit card fraud. All MasterCards and Visa cards currently being issued are subject to this new scheme. If the transaction meets certain criteria set by the card suppliers, you will be asked to enter some additional information (such as your date of birth or the spending limit on the card) before credit card payment can be made. This is outside our control, and will soon be commonplace on all shopping websites. Kiwibank has a simple explanation of the new schemes here.

Which credit cards do you accept?

We accept VISA and Mastercard.

What is your bank account number?

For those who are paying by account (ie, not credit card or internet banking), our bank account number is 12-3140-0037941-01 (ASB Bank, Lambton Quay, Wellington). So that we can easily identify the payment when we receive it, in the payee field please use your name, and in the reference field please enter your customer code. You can get a copy of a deposit slip with the preprinted account number from here.

Do you provide Tax Invoices for GST purposes?

Yes we do. These are sent out when all the items have been shipped.

Do you offer any finance options?

Yes, we can offer finance through Gilrose Finance for orders over $750 incl GST. All financing is subject to normal lending criteria and is not available for software. Please see here for further information.

What is the process for getting finance?

Within 15 minutes of applying online (during business hours), the finance company will respond, requesting any additional information, including a request for a fax/scan/pxt of your photo ID (this doesn’t need to be verified or witnessed by anyone). Once the finance company has this, they will approve the loan, and send a contract and ID page to Ascent to forward to you. You then need to sign the contract and have your ID sighted and witnessed by a lawyer, JP, etc, before it is returned to us to forward to the finance company. If you live in Wellington you can visit our offices and we can witness the documents and ID instead of you having to find a JP or lawyer.

Why do you need photo ID with my finance application?

This is a legal requirement (see the Anti-Money Laundering and Counter Funding of Terrorism Act 2009). No bank or finance company in the country is allowed to lend money without ID being sighted and verified.

Do you accept payments from an overseas bank account?

Yes, but please note that (a) the customer is responsible for any associated bank fees or levies incurred when making payment from an international bank account, and (b) we do not ship outside New Zealand. We can ship to a freight forwarder.

What is the Account2Account payment screen?

If you choose to pay by "Internet banking (real time)", you will be taken to a Payment Express page. Payment Express is the company that handles all the payment transfers. Account2Account is their name for real time internet banking. You can read more about Account2Account here.

What is the "Internet banking (not real time)" payment option?

This option does not facilitate the actual transfer of funds like the "Internet banking (real time)" payment option does. If you choose this option you will need to go into your bank account and transfer the money into our account (12-3140-0037941-01) and use your order number as the reference. We will not be able to ship the goods until the money arrives in our account. This option is usually only used when Account2Account is down for maintenance, or when your bank has not signed up for the Account2Account service.

Finance

What are the benefits of Finance?

  • Flexible options to accommodate for various budgets and needs
  • 12 or 24 months terms
  • Payment options of fortnightly or monthly
  • Fast approval and processing of your application
  • One page application form
  • Delivery within 24 hours once your order is approved!

Who are Gilrose Finance?

Gilrose Finance Company Limited was established in 1992 and has since been providing consumer finance to some of the largest retailers in the country. Gilrose is proudly a New Zealand owned private company and at the request of our international retailers has extended its services to the Australian market in 2007. The company has developed cutting edge technology to ensure that the lending process is fast and efficient for both the retailer and the customer.

What are the Terms and conditions for Finance?

Please note that a 10% deposit is required for all Finance purchases. Terms and Conditions apply to all finance based purchases - a full list of Terms and Conditions can be found here. Finance is only available on purchases over $750 incl GST and is not available for software. All post-purchase financing issues will be dealt with directly by Glirose Finance.

What are the steps to getting finance?

  • Add items to the cart, place order with finance as the payment type.
  • The order confirmation email will contain a link to the finance application form. Submit your application to Gilrose Finance.
  • On approval we will send you the contract, complete the paperwork and send back to Gilrose.
  • Once Gilrose has confirmed the contract, Ascent will ship you the goods.

Delivery

When will my order arrive?

This depends on whether the item is in stock. If the item is in stock and ordered before 3pm on weekdays it will usually arrive the next business day. Otherwise it will usually arrive the following day. Some rural areas and certain items going to the South Island may take a little longer. If the item is not in stock, we will advise you by email how long the item will take to deliver (at which time you may cancel the order without penalty).

Can you guarantee the delivery date?

The only thing we can be sure of is the date an order ships. While most orders are delivered promptly without incident, there are the odd occasions when the courier doesn't perform as expected (see next question). Unfortunately, once the package is in the hands of the courier it is out of our control. If an order goes missing we will gladly chase it up, but we are still at the mercy of the courier.

I specifically requested that the goods be delivered in the afternoon, but they were delivered in the morning. Why was that?

Once the goods are in the hands of the courier we have no control over the actual time of day that the parcel will be delivered. You will appreciate that general couriers are not offering an on-demand delivery system as that would be prohibitively expensive. Couriers generally deliver to a given area at set times of the day. If you are not at home when they call and there is no secure place to leave the package, they will leave a card. You can then make arrangements with the courier directly to pick up the package from their depot or have it redelivered or redirected.

Which courier company do you use?

We use a number of different courier companies.

The courier was useless. Why don't you change courier companies?

The quality of courier services is extremely variable - with the same company giving excellent service in one area and terrible service in another. When you consider the nature of the courier business it is probably not surprising that this is the case. We have yet to find one company that provides excellent service in all areas all the time.

What happens if I'm out when the courier arrives?

This depends on the courier company making the delivery. Some companies will leave a card providing contact details so you can make arrangements for the package to be redelivered or picked up. Other companies may leave the item at the door. However, you are not responsible for the goods until you actually sign for them.

Can I pick my order up from your Wellington store?

Yes, but please note that we do not hold stock at our Wellington store. We are open for pickups from 9:30am to 4:00pm.

Can you deliver to a PO box?

Generally not. The reason for this is that NZ Post will only accept courier deliveries from Courier Post. This is part of Courier Post's competitive advantage and they are naturally unwilling to give it up by allowing other courier companies to deliver to PO boxes.

Do you ship outside New Zealand?

Generally no. However, we are happy to ship to a freight forwarder located in New Zealand. Please Contact us for further information.

What are your freight charges?

None if the delivery address is within New Zealand. Ascent offers FREE delivery within New Zealand on all items purchased online for delivery Monday through Friday.

Can I find out the status of my order from this web site?

Yes. Click on Your Account and enter your name and password. Once you have signed into your account you can view your current order status, as well as view all your past orders.

I received the items I ordered but where is the invoice and paperwork?

Paperwork is sent via PDF to your email address after the goods are dispatched. All invoices can also be accessed by logging in to Your account.

You told me that all the items I ordered were shipped, so why did the package I receive only contain part of my order?

If your order is for multiple items that we source from different distributors, it may arrive in several separate deliveries.

I received a backorder report that said that the item was expected to ship on [date]. Is this the date it is shipping from the country of origin or the date you are shipping it to me?

The "Expected to ship" date in your backorder report is the date it is expected to ship from our NZ supplier.

The box I received my product in is way bigger than it needs to be. Why don't you be more socially responsible and not waste resources?

Unfortunately, the choice of packaging is out of our control. Each supplier determines how their products are shipped to you. Typically our suppliers ship hundreds of products around the country every day, and to streamline their operations they use an optimum number of box sizes. They do not have so many different sizes that they can ensure that every order is shipped in a box that is the perfect size.

Returns and feedback

Does Ascent accept returns, give refunds or provide exchanges?

Yes, but it depends on the reason for the return and how long you have had the item. With the exception of some items (eg memory and printer consumables), which are noted on the website product description, a non-faulty item can be returned for a credit or refund if it is returned within 30 days of delivery if the retail packaging is unopened and undamaged. A $10 restocking fee will be deducted from the credit or refund.

What if the item has been opened or used?

If an opened non-faulty item is returned within 30 days of delivery we will charge a 10-25% fee in addition to the $10 restocking fee. The exact fee depends on what we are charged by our suppliers to return the item. The original retail packaging must be returned with the item. 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.

What if the packaging has been tossed out?

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

But aren't you responsible for any incompatibility issues between the products you sell?

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.

Why do you charge a restocking fee?

Even if a supplier will take back a non-faulty item, they will not refund the freight cost. That is what the $10 restocking fee covers. If the retail packaging has been opened or damaged, we are charged a restocking fee by the supplier which we will pass on to you. In some cases the supplier will not take the item back and we have to sell it as a clearance item at a reduced price, and the restocking fee helps offset the loss we incur.

What happens if I lose some of the box contents of a non-faulty product I am returning?

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

What if I want to return a non-faulty item but I'm just outside the 30 day right-of-return period?

We increased the right of return period for non-faulty products from 10 days to 30 days to give everyone sufficient time to return an item if necessary. If it is outside the 30 day period, a non-faulty product cannot be returned.

The item is faulty. Can I just get a refund?

If the fault is reported within 14 days, 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.

Can I get a forward replacement?

A forward replacement is a replacement we ship to you before we receive the faulty item back. The provision of forward replacements is done on a case by case basis as we are not able to provide forward replacments for all products. Forward replacements cannot be sent to delivery addresses outside New Zealand.

What will happen if I get a forward replacement and don't return the original faulty item?

You will be invoiced for the forward replacement.

Who pays the cost of returning the product?

If we sent the wrong item or if it develops a fault AND you let us know within 30 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.

How do I arrange for an item to be returned?

Sign in to your account by clicking on Your account. On the Orders & Returns tab, 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.

I have a complaint about your service, what can I do?

Please email [email protected] to contact Ascent Management directly.

I selected an item to return, but it is not showing on the Returns Status page.

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.

I installed a CPU and now discover my new motherboard has bent pins. Why won't you replace it?

Some people have claimed after installing and then removing a CPU, that the motherboard was shipped with bent pins. Although it is highly unlikely that a motherboard would ship from the factory with bent pins, it is quite likely that pins could be bent in the process of installing or removing a CPU. We therefore strongly recommend that you inspect your new motherboard for damage BEFORE you attempt to install the CPU.

Customer accounts

How do I create a customer account?

You create a Customer account by choosing the Your account option from the home page and then clicking Create an Account. An email confirming your new account details will automatically be sent to you by email.

Why should I bother creating an online account?

Registering with us has a number of benefits. You can use our Express Checkout which saves you having to enter delivery and billing information more than once. You can view your order history, submit returns for products you buy, get access to special pricing & promotions. These are just a few of the benefits of becoming a registered user.

Once I have a customer account does that mean I don't have to pay until after delivery?

No. Everyone who purchases from us has a customer account. Being able to purchase "on account" (ie, pay after delivery) is only possible after you have filled out an Account Application form and have had it approved by us.

If my customer details change, how do I let you know?

Click on Your account and select the gear icon under "Summary".

What do I do if I forget my password?

Click here, and click on the Forgot password link.

I ordered an item last night and received an email confirmation of my order, but my order is not showing up in the Order Status part of the website. Was it received?

Yes, however your order will only appear in the Order Status screen once it has been manually checked.

Can I have multiple accounts?

Yes. However, each account must have a different combination of email address and password. You can have the same email address with different passwords, different email addresses with the same password, or different email addresses and different passwords. It is up to you.

Security

How can I be assured that my credit card details are secure?

Your card is charged by Payment Express, the same people who provide EFTPOS terminals (see their website for more details). Payment Express is certified with Visa, MasterCard, American Express, JCB, Discover and Diners. We cannot see your credit card details, even if you choose to keep them on file to simplify future purchases.

Do you store credit card numbers on your web site?

No.

Browser issues

Do cookies need to be enabled?

Yes. You must at least enable session cookies.

What is a cookie?

A cookie is a text file stored on your PC that stores information about yourself that our site can read.

Does Javascript need to be enabled?

Yes, if you are paying by credit card. In the interests of security, charging of credit cards is now done via Payment Express, a secure third party website. This allows your card to be charged without us being able to see your card details. However, Payment Express does require Javascript to be enabled in order to process the transaction. This is not normally a problem as most prople have Javascript enabled by default.

I am using a script blocker. Which sites should I enable so your website works properly?

Please enable the following: jsdelivr.net, jquery.com, algolia.net, algolianet.com

Privacy policies

What information do you collect and how do you use it?

When you order, we need to know your name, email address, delivery address, and billing address. If paying by credit card, the bank-approved third party payments processor Payment Express also needs your credit card details. We do not see not store the credit card details. This information allows us to process and fulfill your order and to notify you of your order status. When you sign up for our weekly Specials mailing list we need only an email address -- which we use to send the information you requested. By using our web site, you consent to the collection and use of this information by Ascent Technology Ltd for the purpose it was given.

How do you protect customer information?

Checkout is done via a secure server. In addition, we never see nor store any credit card numbers. Credit card processing is handled by the bank-approved third party payments processor Payment Express.

Do you make any customer details available to third parties?

Never, and that includes your email address.

How does Ascent allow customers to update or change the information it collects?

If at any time you would like to change any information in your account, just go to the Your Account link at the top right of any page and login using your email address and password. Here you can change or update your email address, password, delivery address, billing address etc.

What if you change your privacy policy?

If we change our privacy policy so that it will affect you in any significant way, we will notify you beforehand, using the most recent email address we have on file for you.

PC Builder

What is the PC Builder?

The PC Builder is a tool to enable you to price a complete PC using any of the components we have listed on our website. You can build and save multiple configurations, and compare configurations you have saved.

Does the PC Builder check for compatibility between components?

No. We have intentionally left this logic out of the PC Builder. When we receive an order we check to see if there are any obvious compatiblility issues with the configuration you have chosen. However, while we will check for obvious incompatibilities such as ordering an AMD CPU and an Intel motherboard, or a power supply that is too underpowered for the CPU, we do not guaranteee that the various components you choose will necessarily work together out of the box. If in doubt, please contact us before placing your order.

Product Filter

What is the Product Filter?

Most of the products you see on our website have been broken down into their various attributes and these are searchable via the Product Filter that appears on each Product Listing page. For example, a monitor may be a CRT or LCD; it may be beige or black; it may be 15, 17, 19 or 21 inches wide, and so on. This allows you to use the Product Filter to display, for example, only black 17" and 21" LCD monitors.

The low and high slider values appear superimposed when I try and select a narrow range of values. How can I select my desired range?

The sliders go from the minimum to the maximum value for your search results. If the range is large (eg 1 to 100,000), and you want products matching a much smaller range (eg 10 to 100), it would be best to first narrow your results using other filter criteria. The sliders will automatically adjust to the reduced set of results.

Warranties

How soon must a fault be reported?

You must report a fault as soon as practicable after it occurs if you wish to have it resolved under the warranty.

Will you come and service it on site?

Only if the manufacturer’s warranty specifies that it is on-site. Please note that on-site repair is only valid within the areas defined by the manufacturer - usually within 20-30 km of a main centre.

What is covered?

All mechanical and electrical faults are covered for replacement parts and labour costs.

What is not covered?

- Damage to the product due to neglect, abuse, willful act or misuse
- Problems or malfunctions caused by unauthorized modifications or failure to follow the manufacturers installation, operation and maintenance instructions
- Routine maintenance
- Normal wear and tear
- Consumables, including consumable components of non-consumables (eg laptop batteries)
- Compensation for losses arising from the use of the product

How long does a Lifetime Warranty last?

Lifetime warranties refer to the usual life of the product in the market rather than the life of the person who buys the product. We generally avoid using this term, although on rare occasions we may use it when the manufacturer displays it prominently on their product specification pages that we link to. On the rare occasions we do use it, you should not interpret the lifetime warranty to be any longer than 7-8 years.

Gift Vouchers

How do I buy a gift voucher?

Simply select the gift voucher you would like to purchase and add it to your cart. A paper voucher is a physical gift voucher which will be sent out to your nominated delivery address. An electronic gift voucher will be emailed as a PDF to your email address. You can then forward it on or print it out for your recipient. Both types of gift voucher have serial numbers listed on them which your recipient can use to redeem online.

Can I purchase paper and electronic vouchers at the same time?

Yes, you can purchase both types of gift vouchers at the same time. Electronic gift vouchers will be sent separately to your email address and the paper gift vouchers to your nominated delivery address.

What gift voucher denominations can I purchase?

Paper gift vouchers come in denominations of $5, $10, $25 and $50.

Do any discounts apply to a gift voucher purchase?

No, discounts do not apply to a gift voucher purchase.

How do I redeem my gift voucher?

Once you have selected the product(s) you wish to purchase, go to the checkout and enter the serial number from each gift voucher you wish to redeem. If the gift voucher does not cover the full cost of the purchase, you will need to also select a payment method to cover the remainder.

Where is the serial number located on my paper gift voucher?

The serial number is located on the back of the gift voucher.

What happens if my gift voucher comes up as void?

Email sales

What happens if the gift voucher I have is worth more than the order I am placing?

You will be emailed a PDF gift voucher for the exact difference. This will have a new serial number, so you can redeem the new gift voucher on your next purchase.

Does my gift voucher expire?

Yes, the gift vouchers expire 10 years after the purchase date.

Common website issues and fixes

What if I need more help?

Please email [email protected] and we will respond to you as soon as possible.

I can't see the "tweet this" icon, what is wrong?

If you are viewing our product spec page over a secure connection you won't be able to see the tweet us icon as Twitter currently doesn't support HTTPS.

The display of your webpages looks wrong?

Please try to force a refresh of the website by clicking F5, or ctrl+F5 or for some browsers try Alt+F5. If you are still having problems please email [email protected].

Manufacturer Support

Where can I find contact details for manufacturers?

Please check our Manufacturer Support page for Manufacturer contact information and links to manufacturer technical support.

We know technology. We know service.
"Tip top service." Deane, 5 December 2017
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