Policy

Returns & Refunds Policy

At One Market, we are committed to providing a positive shopping experience and ensuring our customers feel confident when purchasing from us.

Our Marketplace Model

One Market sells:

  • Products stocked and shipped directly by One Market, and
  • Products supplied through Shopify Collective, which are shipped directly by third-party sellers.

Because of this, return and refund processes may vary depending on who fulfils your order.

Timeframe for Returns

Return and refund requests must be made within 30 days of receiving your goods.

The receipt date is defined as:

  • The date of confirmed delivery, or
  • For Click & Collect orders, the date of collection.

How to Request a Return or Refund

1. One Market–Fulfilled Products

If your order was stocked and shipped by One Market, please contact us directly via our Contact Us page or by email with your order details and reason for return. We aim to respond fairly and within a reasonable timeframe (generally within 3 business days).

Contact Us →

2. Shopify Collective (Seller-Fulfilled) Products

If your order was fulfilled and shipped directly by a third-party seller, you must first contact One Market, and we will connect you with the seller where required.

Seller details can also be found on your invoice or in your order confirmation.

We expect all sellers on our platform to handle return and refund requests fairly and within a reasonable timeframe.

Consumer Guarantees Act 1993

All products sold on One Market come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993 (CGA).

If a product is faulty, damaged, not as described, or fails to meet acceptable quality standards, you may be entitled to a repair, replacement, or refund under the CGA. These rights apply against the supplier and/or manufacturer.

Buyer Support & Resolution

If you have raised a concern and are unable to reach a satisfactory outcome, please contact One Market with full details of your issue. We will liaise with the relevant seller (where applicable) to help resolve the matter as quickly as possible. Prompt provision of information helps us assist you efficiently.

Change of Mind Returns

  • If free shipping was applied to your order and you return an item due to a change of mind, the original shipping cost and return shipping cost may be deducted from your refund, at the supplier's discretion.
  • If you request cancellation of an order due to a change of mind, transaction fees and reasonable administration costs may be deducted from the refund.

Your Rights

This policy does not exclude or limit any rights you have under New Zealand consumer law. Any warranties offered by One Market or its sellers are in addition to your rights under the Consumer Guarantees Act 1993.

We always strive to ensure you are satisfied with your purchase and the service provided through One Market, while operating transparently and in line with our legal obligations.