Refund Policy
Our refund and returns policy, designed in compliance with the New Zealand Consumer Guarantees Act 1993.
Last updated: April 2026
Your rights under the Consumer Guarantees Act 1993 (CGA) apply to all purchases from Hex Recon. These rights cannot be excluded or limited by these terms and exist in addition to any other rights you may have.
1. Your Rights Under the Consumer Guarantees Act 1993
As a consumer in New Zealand, you have statutory rights under the Consumer Guarantees Act 1993 that cannot be contracted out of. Hex Recon guarantees that all products sold to consumers:
- Are of acceptable quality — durable, safe, free from defects, and acceptable in finish and appearance
- Are fit for their described purpose — the product does what we say it does
- Match their description and any samples shown
If a product fails to meet these guarantees, you are entitled to a remedy — which may be a repair, replacement, or refund, depending on the nature of the failure. For significant failures, you have the right to reject the product and receive a full refund.
2. Change of Mind Returns
We accept change-of-mind returns within 14 calendar days of the confirmed delivery date, provided the item is in its original, unused condition, with all original packaging intact and tamper seals unbroken. To initiate a return, contact us at [email protected] before sending any item back. Return shipping costs for change-of-mind returns are the responsibility of the customer.
3. Defective or Damaged Items
If your product arrives defective, damaged in transit, or fails within the warranty period:
- Contact us at [email protected] within 7 days of receiving the item
- Include your order number and clear photos or video demonstrating the defect or damage
- We will assess the issue and offer a repair, replacement, or full refund at no additional cost to you, consistent with the CGA
- Return shipping for defective items is covered by Hex Recon
4. Hardware Warranty
Hex Recon hardware is covered by the following warranty periods:
GateKeeper M1
12 months
GateKeeper M2
12 months
GhostKey Nano
6 months
The warranty covers manufacturing defects and hardware failure under normal use. It does not cover damage caused by misuse, physical damage, liquid ingress, or modifications to the device firmware or hardware beyond Hex Recon's documented instructions.
5. Custom & Limited-Run Hardware
Custom orders and limited-run hardware (including auction prototype units) are non-refundable for change-of-mind purposes, as these items are produced to order. However, your statutory rights under the Consumer Guarantees Act 1993 still apply — if the item is defective or does not match its description, you are entitled to a remedy regardless of this clause. Please review all product information and auction descriptions carefully before purchasing.
6. Auction Purchases
All auction purchases are final. Hex Recon does not accept change-of-mind returns for items purchased via the Live Auctions section. By placing a bid, you acknowledge that a winning bid constitutes a binding commitment to purchase. Your statutory rights under the Consumer Guarantees Act 1993 for defective or misdescribed goods are not affected by this clause.
7. GhostKey Nano — Payload Policy & Returns
GhostKey Nano devices are shipped blank with no pre-loaded payloads. If you have downloaded and installed a payload from our GitHub repository and it does not perform as described in the documentation, please contact [email protected]. We will review the issue. Note: Hex Recon is not responsible for payloads that have been modified by the end user after download. A device that has had its runtime environment overwritten or physically modified is not covered under warranty.
8. Refund Processing
Once a return is received and inspected, we will notify you of the outcome within 5 business days. Approved refunds are processed back to your original payment method within 5–10 business days. Processing times may vary depending on your bank or card provider.
9. Initiating a Return or Refund
To initiate a return, report a defective item, or raise a CGA claim, contact us at [email protected]. Please include your order number, a description of the issue, and any supporting photos. We aim to respond to all refund requests within 2 business days.
Questions About This Policy?
Our team is based in New Zealand and typically responds within 1–2 business days.