WARRANTY PROCESS
If an issue arises with your Pulsar device, the following warranty process applies.
1. Return Your Device
You can return your device to any authorised Pulsar dealer, or complete the online RMA (Return Merchandise Authorisation) form via the Support section of the Pulsar New Zealand website: pulsarthermal.co.nz
2. Device Assessment
Once your device has been received by Pulsar New Zealand, it will be assessed to determine the cause of the fault. If the device is found to have a genuine warranty fault and cannot be repaired at our New Zealand repair facility, the following applies:
- Within the first 12 months of the warranty period: the device may be replaced with a new device, subject to stock availability and assessment of the device.
- After the first 12 months: the device will be repaired in accordance with the applicable warranty terms.
3. New Zealand Repairs
Repairs completed at our New Zealand repair facility can take up to two weeks, depending on the complexity of the repair and the availability of required parts.
4. Manufacturer Repairs
Pulsar devices are dual-purpose goods and are subject to strict licensing and regulatory requirements. As a result, some repairs must be facilitated by the manufacturer. If your device needs to be returned to the manufacturer for repair:
- The device will be included in the next available warranty RMA shipment from New Zealand.
- RMA claims are submitted to the manufacturer at the end of each month.
- Approved RMA devices are then dispatched with the next shipment at the beginning of the following month.
- Once the shipment leaves New Zealand, the return process can take approximately 8–12 weeks.
We appreciate your patience while your device is being assessed or repaired.
