Warranty

Warranty

At myFirst NZ, we want you to enjoy your myFirst products with confidence. All myFirst products sold through our New Zealand website are covered by a 12-month limited warranty from the date of purchase.

This warranty is provided in addition to your rights under the New Zealand Consumer Guarantees Act 1993 (CGA).

12-Month Warranty

Our 12-month warranty covers faults or defects that arise during normal use and are caused by defective materials, components or workmanship.

If your product develops a fault during the warranty period, please contact our Support team. We may ask you to complete some troubleshooting or provide information such as your proof of purchase, product serial number, photos or videos to help us assess the issue.

Where a product is confirmed to have a fault covered by this warranty, we will provide an appropriate remedy, which may include:

  • Repairing the product;
  • Replacing the product with the same or an equivalent product; or
  • Providing another appropriate remedy where required.

Your rights and available remedies under the Consumer Guarantees Act may differ depending on the nature and seriousness of the fault.

What Is Not Covered by the Warranty

Our 12-month warranty does not cover faults or damage caused by:

  • Accidental damage, including drops, impacts or crushing;
  • Misuse, abuse, neglect or use outside the product's intended purpose;
  • Failure to follow the product's instructions, care requirements or safety information;
  • Liquid or moisture damage where the product has been exposed beyond its stated water-resistance rating or intended use;
  • Unauthorised modifications, disassembly or repairs;
  • Damage caused by incompatible or unsuitable accessories, chargers or power supplies;
  • Normal cosmetic deterioration, including scratches, scuffs and discolouration;
  • Normal wear and tear from reasonable use;
  • Loss or theft of the product; or
  • Consumable items that have been used or depleted through normal use.

Normal deterioration of components that naturally wear over time, such as rechargeable battery capacity, is not considered a manufacturing defect. However, an abnormal or premature failure may still be covered depending on the circumstances.

These exclusions apply to our 12-month warranty and do not limit any rights you may have under the Consumer Guarantees Act.

Consumer Guarantees Act

Your rights under the CGA are not limited to the 12-month warranty period. Depending on the product, its price, expected use and the circumstances, you may still be entitled to a remedy after the manufacturer's warranty has expired.

Under the Consumer Guarantees Act, products supplied to consumers must, among other things, be of acceptable quality, be fit for their intended purpose, match their description and be sufficiently durable for a reasonable period.

Nothing in this warranty is intended to exclude, restrict or modify any rights or remedies available to you under the Consumer Guarantees Act or any other applicable New Zealand law.

Making a Warranty Claim

If you experience a problem with your myFirst product, please contact our Support team and provide:

  • Your name and contact details;
  • The product model;
  • Where the product was purchased;
  • Proof of purchase or order number;
  • The product serial number or IMEI, where applicable;
  • A description of the problem; and
  • Photos or videos of the issue, where helpful;
  • Any remedial works already attempted.

Our Support team may first work through troubleshooting with you to determine whether the issue can be resolved without returning the product.

If the product needs to be returned for assessment, we will provide further instructions.

Where the product is found to have a genuine fault covered by this warranty or the Consumer Guarantees Act, the appropriate remedy will be provided at no charge to you.

If assessment shows that the issue was caused by accidental damage, misuse or another cause not covered by the warranty or applicable consumer law, we will let you know before any chargeable repair or other work is carried out.

Products Purchased from Other New Zealand Retailers

If you purchased your myFirst product from another New Zealand retailer, you also have rights against the retailer that sold you the product under the Consumer Guarantees Act.

We recommend contacting the retailer that you have purchased your product from in the first instance for warranty or CGA claims relating to your purchase. However, the myFirst NZ Support team may also be able to assist with product troubleshooting and after-sales support.

Services and Subscriptions

This product warranty applies to physical myFirst products only.

Any issues with eSIM and myFirst SIM services will need to be directed to the myFirst Global help desk https://myfirst.tech/contact/

Any issues with locally sourced and subscribed SIM through NZ network providers such as Spark or OneNZ will need to be directed to their respective help desk.

Your rights under the Consumer Guarantees Act and other applicable New Zealand law continue to apply to eligible services.

Need Help?

If you're having trouble with your myFirst product, please get in touch with our Support team.

We'll work with you to understand the issue and help get things sorted as quickly as possible.