Regen Computers - Frequently Asked Questions

Buying refurbished

Q: What does refurbished mean?
A: A refurbished device is pre-owned, often ex-lease from a business, that we've fully tested, cleaned, repaired where needed and reset with a fresh operating system. Every refurbished device comes with our 12-month warranty.

Q: How is refurbished different from used?
A: A used device is sold as-is, usually untested and without a warranty. Our refurbished devices are tested component by component, graded honestly, securely wiped and covered by a 12-month warranty.

Q: Why buy refurbished?
A: You get business-grade hardware for much less than the price new, and a working device stays in use instead of going to landfill.

Q: How do you test your devices?
A: Our technicians in Hamilton check the screen, keyboard, ports, battery, storage, memory, Wi-Fi, speakers and camera. We replace parts that don't meet our standard, then do a fresh install of the operating system. Every laptop's battery is at least 80% of its original health.

Q: What do your grades mean?
A: Our grades describe how the device looks, not how it works. Every grade is fully tested and working.

Excellent: light wear that's hard to see from about 20 cm away.
Good: visible light scratches or small marks, with no dents, bends or deep chips.
Acceptable: visible scratches and possibly dents, but fully working, tested and cleaned.

Q: What operating system comes installed?
A: Windows laptops and desktops come with a clean install of Windows 11. Macs come with macOS, and Chromebooks with ChromeOS. The version is listed on each product page.

Q: What's included in the box?
A: Laptops come with a charger, and desktops with a power cable. iPads, tablets and phones come with a charging cable but no wall adapter. Each product page lists what's included.

Q: What happens to the previous owner's data?
A: Every device is securely wiped using certified data destruction before it's reset, so nothing from the previous owner is left on it.

Q: Can I upgrade a device's memory or storage?
A: Yes. We can upgrade the memory and storage on many laptops and desktops. Contact us with the model and what you need, and we'll let you know the options and price.

Orders, payment and delivery

Q: How much is shipping?
A: We ship tracked across New Zealand from $5.99, and the exact rate is shown at checkout. You can also pick up for free from our store at 4 Devon Road, Frankton, Hamilton. We only ship within New Zealand.

Q: How will I know when my order has shipped?
A: We'll email you a tracking link as soon as your order is on its way.

Q: Can I pay with Afterpay?
A: Yes. Choose Afterpay at checkout to split your purchase into four interest-free payments.

Warranty and returns

Q: What warranty do I get?
A: Refurbished products come with a 12-month warranty. Repairs come with a 90-day warranty on the work we did and the parts we fitted. If the same problem comes back within that time, we'll fix it at no extra cost. Your rights under the Consumer Guarantees Act also apply.

Q: Can I return something if I change my mind?
A: Yes. You can return a product within 14 days for a refund, as long as it's in the condition you received it, with everything that came in the box. Our refund policy has the full details.

Q: What if something goes wrong with my device?
A: Contact us with your order number and a short description of the problem. We'll sort out a repair, replacement or refund under your warranty.

Repairs

Q: What do you repair?
A: We repair laptops, desktops, iMacs and MacBooks, iPads and tablets, phones and game consoles. Common jobs are screens, batteries, charging ports, keyboards, water damage and slow or virus-infected computers. If you're unsure whether we can help, just ask.

Q: How long does a repair take?
A: It depends on the device and what's wrong. Many repairs are done within 24 hours, and we'll give you an estimated timeframe when you drop it off.

Q: Can I get a quote first?
A: Yes. Quotes are free and there's no obligation. Bring your device in or contact us with the details, and we'll give you a price before we start any work.

Q: What if my device can't be repaired?
A: If we can't repair it, or the repair isn't worth the cost, we'll tell you and you won't pay anything.

Trade-ins, buyback and recycling

Q: Do you buy old devices?
A: Yes. We buy selected laptops, desktops, tablets and phones that work or can be repaired. Contact us with the make, model and condition for an offer.

Q: Can I trade in my old device?
A: Yes. Selected devices can be traded in for credit towards a refurbished device. Contact us to check if yours qualifies.

Q: What should I do with old tech you can't use?
A: Drop it off at our e-waste collection in Hamilton. We reuse what we can and responsibly recycle the rest.

Store

Q: Where are you based?
A: We're at 4 Devon Road, Frankton, Hamilton. You can pick up orders, drop off repairs and see devices in person there.