Returns & Warranty Policy

At One Stop Appliance Shop, we want to make sure you are completely satisfied with your purchase. Because we provide both the retail appliance and the physical installation service, we have clear guidelines around fitment, site conditions, and returns to protect both parties.

This policy operates in accordance with your rights under the New Zealand Consumer Guarantees Act 1993 (CGA).

No Change of Mind Returns

We do not offer refunds, exchanges, or returns if you simply change your mind, your circumstances change, or you no longer require the product. Please review specifications, dimensions, and product features thoroughly before placing your order.

Customer Responsibilities: Space, Fitment & Access

It is the customer’s sole responsibility to ensure that the purchased appliance will physically fit its intended location and that clear access is available for delivery.

Before placing an order, please ensure you have verified:

  • The Cavity/Space: Measure the height, width, and depth of the space, ensuring required manufacturer clearances (such as ventilation and door swing margins) are accommodated.

  • Access Paths: Measure all doorways, hallways, stairs, and tight corners between the vehicle access point and the final installation location.

If in doubt about any aspect of measuring an item to confirm fit, or the size of an item being maneuvered into place, please contact us before purchasing to discuss. You can upload a photo of your existing appliance in-situ and send it to us and we can assist in determining if the item you are interested in purchasing will fit your space.

If an Item Does Not Fit

If our installation team arrives and the appliance cannot be brought inside or installed due to incorrect measurements or restricted access, this does not constitute a product fault. In such cases, the delivery will be aborted, and the customer will be liable for all associated transport, failed installation, and handling/storage fees.

Standard Installation vs. Additional Site Works

Our standard installation service assumes that compliant, fully operational, and accessible plumbing, gas, and electrical hookups are already in place within standard reach of the appliance hoses and cables. Please review our Standard Installation Scope, including the relevant section about the class of item you’re purchasing to see what is included and excluded.

  • Non-Compliant or Inadequate Site Conditions: If our installer determines that additional electrical, cabinetry, or plumbing modifications are legally or physically required to complete the installation, these will be quoted separately on-site.

  • Declined Works: If you decline the required additional work, our technicians cannot complete the install due to safety and regulatory compliance. The appliance will be securely left on-site. This does not constitute grounds for a product return or refund; you will need to arrange independent trades to prepare the site.

Delivery, Inspection & Handover

Because our own professional technicians handle both delivery and installation directly:

  • On-Site Inspection: Our installer will unbox and inspect the appliance upon arrival. Any visible cosmetic flaws, defects, or supplied parts issues will be identified on-site before installation begins.

  • Incorrect Product Supplied: If the wrong appliance has been brought to the site, our installer will not install it, and we will arrange the correct replacement and installation at our own expense.

Consumer Guarantees Act 1993 (CGA)

Nothing in this policy limits or modifies your statutory rights under the New Zealand Consumer Guarantees Act 1993. If an appliance fails to comply with a consumer guarantee, your remedy will depend on whether the failure is minor or major:

  • Minor Failures: If a fault is minor and can be repaired, One Stop Appliance Shop will arrange for the product to be repaired free of charge within a reasonable timeframe. If a repair cannot be completed within a reasonable time, we may choose to offer a replacement or refund.

  • Major Failures: If a product experiences a major failure (e.g., it cannot be repaired, is substantially unfit for purpose, or is unsafe), you are entitled to reject the goods and choose either a full replacement or a full refund.

Note: CGA protections and warranties do not cover faults or damage resulting from misuse, incorrect customer measurements, unauthorized third-party alterations, or refusing essential installation compliance works.

Manufacturer Warranties

Appliances sold by One Stop Appliance Shop come with a voluntary manufacturer’s warranty that runs alongside your CGA rights. For warranty service requests after installation, our team can assist you in contacting the manufacturer’s authorised service network for prompt on-site assessment and repair.

Contact Us

For questions regarding product specifications, delivery access, or warranty support: