Refund policy

Returns & Refund Policy

Last updated: 04/04/2025

We want you to feel confident in your purchase. If something’s not right, we’re here to help.

Faulty Products

If your product is faulty or not functioning as intended, we’ll happily offer an exchange or replacement within 30 days of delivery.

To be eligible:

  • The product must be returned in its original condition, with all packaging and accessories included.

  • The fault must not be due to misuse or damage caused after delivery.

How to Request a Return

Please email Sales@ascensive.co.nz with:

  • Your full name

  • Order number

  • Contact phone number

  • A description of the issue

  • Photos or video (if possible)

We’ll review your request and respond within 2 business days.

Return Shipping

  • Return shipping is the responsibility of the buyer.

  • We recommend using a tracked service to ensure safe delivery back to us.

Exchanges & Replacements

Once we’ve inspected the returned product and confirmed the fault, we’ll send you a replacement or exchange the item at no additional cost.

Refunds

We do not offer refunds for change of mind.
Refunds will only be issued if we are unable to replace a faulty item.

If a refund is approved:

  • It will be processed to your original payment method.

  • Please allow 5–10 business days for it to reflect, depending on your bank or provider.

Warranty

All Wellphones come with a 12-month warranty covering manufacturing defects. For details, refer to our [Warranty Policy] below.

Questions?

If you’re unsure about anything or need help with a return, contact us at Sales@ascensive.co.nz — we’re happy to assist.

Warranty Policy

Last updated: 04/04/2025

At Ascensive, we stand behind the quality of our products. This Warranty Policy outlines the coverage, conditions, and process for claiming a warranty on your Wellphone™.

Warranty Coverage

All Wellphone™ devices come with a 12-month limited warranty from the date of purchase.
This warranty covers manufacturer defects in materials or workmanship under normal use.

What’s Covered:

  • Malfunctioning hardware (e.g., screen, buttons, battery)

  • Factory defects or functional issues not caused by the user

  • Internal software errors not resulting from third-party modifications

What’s Not Covered:

  • Accidental damage (e.g., drops, spills, cracked screens)

  • Damage caused by misuse, neglect, or improper care

  • Use of chargers or cables that exceed the specified voltage, wattage, or amperage limits

  • Using any charger other than the one supplied, unless it meets the exact power specifications

  • Modifications or repairs not carried out by Ascensive or an authorised provider

  • Normal wear and tear (e.g., scratches, battery aging)

  • Issues caused by third-party apps or accessories

How to Make a Warranty Claim:

To lodge a claim:

  1. Email Sales@ascensive.co.nz with:

    • Your full name, and order number

    • A detailed description of the issue

    • Clear photos or videos (if applicable)

  2. Our support team will review your claim and respond within 2 business days.

  3. If approved, we’ll provide return instructions. Once we’ve inspected the product, we will:

    • Repair or replace the device at our discretion

    • If repair or replacement is not possible, a refund may be issued

Return Shipping:

  • Customers are initially responsible for return shipping costs when submitting a warranty claim.

  • If the product is confirmed to be faulty, Ascensive will reimburse the customer for the cost of return shipping and cover the cost of sending a replacement.

Proof of Purchase:

A valid proof of purchase (e.g., order confirmation or invoice) is required for all warranty claims.

Need Help?

If you have any questions about this warranty, please contact us:
📧 Sales@ascensive.co.nz