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General Returns

Store Returns: Please choose carefully as we are not obliged to refund or exchange due to a change of mind. If the goods are faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy.

All product returns need to be returned to base at the customers cost.

For Online Purchases: You can return an item for a full refund subject to approval by the management team within 7 working days providing the item is in the same condition it was in when purchased i.e. Brand New. Once an item has been used* it cannot be returned for a refund. Items must be returned with all included accessories and packaging. You MUST have the original receipt for a refund, without this receipt we will not refund the item or accept it into service. If an item is faulty, it will fall under our Warranty Policy as described below and will not be eligible for a refund. We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. Please note that consumable items such as batteries are excluded from this policy and will not be accepted for an exchange or refund.  Special orders or bulk order returns will be subject to approval by the management team.

Backordered and Hot Deal Item Return Policy: These items can take up to 12 working days for delivery and sometimes even longer. Please note that all ‘Hot Deal’ orders are specifically ordered in on your behalf. If you choose to cancel the order after it has been placed and falls inside the stated 12 working day delivery time frame, you will be charged a cancellation fee of 10% of the order total or $20 whichever is greater. Hot Deal product names on our website end in (HD) to indicate this is a ‘Hot Deal’. We will get in touch at least once a week to update you on your order, if you do not wish to wait after 12 working days we will refund you the full amount. Normal back ordered items (These are products that are simply out of stock) do not incur a cancellation fee and can be cancelled at any time. Once you have received your hot deal product, if you wish to return it within 7 days of receipt for anything other than a fault, you will also be charged a restock fee of 10% of the product sale price.

Please Note:

All returns are subject to inspection by ourselves and/or our service department.
Returned products must be in the same condition as received including all packaging and accessories, items must be completely unused.
Faulty items will be covered under our Warranty Policy.
Refunds will be performed using the same method as original payment. However, if paid by cash, we may need an EFTPOS card to refund to, as we may not have sufficient cash to perform the refund.
Refunds will not be issued if it has been more than 7 days since the date of purchase.
Refunds will not be issued if the item is a consumable.

Online orders and the 7 day return policy

The 7 day return period for online orders begins on the date of shipment and only includes working days. If for any reason, your item is delayed during the course of delivery, we will take this into regard when you contact us to return the item.


Due to hygiene reasons, we will not refund or exchange cosmetics, headphones, earphones or any accessories to the like.

What if I received a damaged or incorrect product?

If there is an extensive damage to the package when it arrives, please contact us immediately. If the item is damaged or incorrect, contact our Customer Services team immediately at Please provide your order  number ( begins with 1 followed by 3 or 4 zeros # 100005689) from the enclosed invoice at the time of contact.

Final Sale Items Return Policy

Final Sale items cannot be returned for a refund, store credit or exchange. If you return a Final Sale item to us, it will be shipped back to you at your expense. Consumables such as batteries are also considered Final Sale and are therefore non-returnable. If there is an issue with a Final Sale item that you have received, please contact us here.

Warranty Policy

Parallel Imported will fulfill all of our obligations under the Consumer Guarantees Act 1993.
All our products carry a standard 1 year warranty. All accessories carry a 3 month warranty.
Our warranty works on a Return To Base basis. This means that should a fault occur with your product, it will need to be returned to us for assessment.
Once we have received an item, we will book the item in and send to an independent service agent for assessment. All items are repaired if possible, if a repair is not possible or feasible, we will arrange a replacement item, if a replacement is not possible we will arrange a credit or refund.
All service items are subject to a $60 deposit payable at the time of booking item in. This deposit will be refunded should the item be repaired, replaced or credited under warranty. Should the item be found to be non-warranty, this deposit is kept as an assessment fee and will not be refunded.

Any repair/replacement comes with a minimum of 90 days warranty. Any cover after 90 days is dependent on the date of the original phone purchase.

Booking in a Service

If your device is suffering from lag, freezing, or not powering up correctly, we recommend a soft reset. This method can be found online and is specific to each model. We also recommend restoring the device to the original settings as this may rectify issues that pertain to an update. Please ensure your device is backed up prior to this.
We charge a $60.00 assessment fee which is refunded should the issue/s be the result of a manufacture fault. Should we find that the issue/s are a result of user fault (e.g. impact or water damage), the $60.00 charge will not be refunded and instead will cover the cost of your assessment. Your device will then be returned to you.
This deposit can be paid into the following account (using your order number as a reference):
Parallel Imported
Please send the phone to:
Parallel Imported
2/70 Parkway Drive
Mairangi Bay
ATTN: Online Team

Please include a copy of your order number and a printed, signed Return Form, and ensure any passcodes and/or Google/Apple ID accounts are removed from the device prior to sending. We recommend backing up your device, as data may be lost during the repair process.

For more information, please refer to our Warranty Policy:


Please note:
Warranty covers manufacturing defects only. Liquid/Moisture, sand/dust, impact or any other damage will not be covered under the warranty.
The original receipt is required for a warranty claim.


Scratched lenses are not covered under Parallel's warranty policy.

*Mobile Phones - A mobile phone is considered to be used if a SIM card has been inserted into the phone.