Orders, Shipping & Delivery

We are a New Zealand Business, and all transactions will be billed in NZD and include GST. If you wish to purchase outside of NZ, you will be billed according to a New Zealand bank-approved foreign currency only.

After an order has been made a confirmation email including an invoice will be sent out. The handling/processing time for each order is 2-4 business days, this is because we need to verify your payment at our end, test/quality check the product before they are sent out, and manage orders if there is an extensive backlog.

We reserve the right to refuse or cancel an order. If we are unable to fulfill your order, you will be contacted as soon as possible via the information presented in your order summary. Where possible you will be offered alternative stock, credit, or a full refund.

Onecheq offers free delivery within New Zealand on most of the products (exclusion: big and bulky items). We use several courier companies depending upon your location. All orders are tracked and require a signature upon delivery unless the government advises otherwise (Contactless during certain alert levels across NZ).

Delivery usually takes 5 - 8 working days, post the processing time of your order and it also depends on your location. Please allow an extra 1-2 working days for rural delivery and up to 10 days for bulky items.  If your delivery is taking longer than expected, please contact the courier company mentioned in your confirmation email first; and quote your track and trace number.

Where we agree to transport the goods to a specified place, we will deliver, or arrange delivery of, the goods to that place only. Except where otherwise agreed, you will pay for all resulting transportation costs. The risk and title of the products pass on to you as soon as the order is delivered to you, at the address provided in your order.

Goods will generally only be delivered to addresses within New Zealand. We deliver to PO Boxes in New Zealand where possible based on the size of the Goods. Onecheq may, at its absolute discretion, agree to accept Orders for delivery outside New Zealand but is under no obligation to do so.

 

Returns Policy

We provide all our customers with a 7-day Right of Return if the goods are not quite what you anticipated or in the condition you expected them to be. All returns must be in the condition they were sent out and in the original packaging with the product packaging boxes still intact. Terms and conditions apply, please read them below carefully.

Upon your order arriving, you may return your order within 7 days to be eligible for a full refund or replacement of the product. If your return is after the return period, it will be accepted at Onecheq’s discretion. For any kind of returns, we will need you to send the product back to us and we will contact you within 3 days of your order’s arrival back to Onecheq to confirm the return. We offer support services which means if something does go wrong after the return period, you could get in touch with us, and we can help you find the best possible solution and/or fix the issue for you.

We take all the efforts to get it right in the first instance and get all the products tested when they arrive, but if the product still turns out to be faulty or not as described, we will meet our obligations under the Consumer Guarantees Act and refund, replace or issue a credit for the product in a timely manner.

 

Goods supplied incorrectly

If Onecheq has supplied the wrong product accidentally, we will ask you to send the product back to us by providing you a prepaid ticket and supply you with the correct product (depending upon the availability) or issue a credit/refund.

 

Faulty products

 If the products you receive are damaged or faulty through no fault of your own, we will either repair or replace your product or issue a credit/refund. In order to repair, replace or issue a credit/refund, the product(s) will need to be returned to us so we can test and confirm that it is faulty. We will meet our obligations under the Consumer Guarantees Act; however, all returns of this nature must be made within 14 days of delivery.

 

Change of mind / purchase made by mistake / purchased the incorrect item

If you change your mind after making a purchase or if you have purchased the incorrect item, you need to get in touch with us within 7 days of placing the order to be eligible for an exchange of the item. You are not covered by the 7-day right of return policy in this instance, so please choose carefully as Onecheq will not provide you with a refund or exchange if you simply change your mind. If you don’t find a suitable product that can be exchanged, you will be offered a credit on your account or a discount code of the exact amount you paid while making the purchase. To exchange a product, goods must be in their original condition with the packaging still intact i.e., unopened/sealed, and you will need to get in touch with us within 7 days of delivery of the product(s).

 

Products excluded from the 7-day Right of Return and Exchange Policy

Headphones, Gift Cards, Software, VR headsets, and other wearables. Exception: where they are still sealed/unopened or faulty.

 

Products covered in Warranty

Without limiting any rights, you have under the Consumer Guarantees Act, if your product is faulty or has stopped working as intended and is still within the warranty period specified, Onecheq will propose an appropriate solution for repair or replacement of your product or issue a credit/refund where a suitable replacement is not available.

All products sold at Onecheq come with a warranty; New Products: 1 year RTB warranty and Used Products: 6 months RTB warranty.

For faster processing and handling of the claim, we suggest Manufacturer Warranty should be claimed with the manufacturer itself for all new products and some used products whose warranty period has not ended.

To claim an extended warranty purchased at Onecheq, you will have to ship the product back to us at your own cost to us. Once we receive the product, we will inspect/test the item and make a suitable decision on your claim. If the warranty claim is confirmed, we will ship the replacement of the product at no cost to you or give you a replacement/refund.

Warranty cannot be claimed/extended for products that come under the toys category and for products with the below-mentioned defects:

1. Damage due to impact,
2. Liquid damage, or
3. Power surge issues.

Requirements to claim warranty:

1. The claim must be made within the Warranty Period only.
2. Photo demonstrating the malfunction/issue needs to be sent via email to info@Onecheq.co.nz before the product is shipped to us
3. You must have your order number and a copy of your invoice from us

Please Note: If you require technical support for your product, we encourage you to check for the issue in the user manual if available or contact the manufacturer directly in the first instance.