Warranty & Returns Policy

The information on this webpage relates to Oricom New Zealand baby products purchased within New Zealand from this site or from official retailers. 

Warranty Policy

Oricom Head Office provides an additional warranty period from the standard one year against defects for Oricom Baby Monitors sold within New Zealand by approved retailers. 

You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Below is the Oricom warranty period for each product category with proof of purchase:

Breathing Movement Monitors:  2 Years from the date of purchase
Standard Video Monitors:  3 Years from the date of purchase
Smart Video Monitors (Hubble Range): 2 Years from the date of purchase
Audio Monitors:  3 Years from the date of purchase
Monitor Batteries: 1 Year from the date of purchase
Baby Health Care:  12 Months from the date of purchase
Aroma Diffusers:  12 Months from the date of purchase
Night Lights:  12 Months from the date of purchase
Sleep Trainers:  12 Months from the date of purchase
Sound Soothers:  12 Months from the date of purchase

Warranty Claims

For any warranty claims, please contact our dedicated customer service team:
0800 674 266 (11.00am - 7.00pm NZ time, Monday - Friday)
Please have your purchase details ready, including where you purchased the product and when the fault occurred at your disposal. 

If approved by the Oricom customer service team, you may request one of the following:

- A replacement of the faulty item (if in stock)
- An exchange for an alternative item (balancing any difference in price)
- A refund to the original method of payment
- A store credit

Please see the refund policy below for more information.

Faulty outside of warranty period

We are not obligated to provide a refund or exchange for items that encounter faults outside of the warranty period. However, if applicable, we may be able to help source replacement parts, provided at a cost (shipping additional). Please get in touch with us about your needs through our contact page.

30-Day Returns Policy

We have a 30-day return policy for most goods purchased from Oricom New Zealand. This policy enables you to change your mind for any reason within 30 days from the date of delivery and request a refund, store credit, or exchange.

This is provided that the item is in its original condition – unused and with the packaging intact for resale. If these conditions are not met, as determined by us, unfortunately we cannot provide a refund or exchange. 

Non-refundable items

  • Unfortunately, clearance items (marked 'Clearance') cannot be refunded, except in the instance of obligations under the Consumer Guarantees Act. Only full priced items or items on regular sales may be refunded. 
  • Gift cards are non-refundable.

Returns Process

To begin the returns process, please find your original order confirmation email from us and reply with the following details:

- Reason for the return
- Images of the item / in the packaging to confirm the condition

  • We will then review your claim, in accordance with the Consumer Guarantees Act, and may provisionally approve the return of the item.
  • Please do not send your item back to us without provisional approval, as we reserve the right to decline the return, without sending the items back to you.
  • No item should be sent to the manufacturer, as they do not deal with customer returns.
  • Please note that for returns relating to a change of mind (of any variation), you will be responsible for covering your own shipping costs.

Provisionally approved returns

  • If we provisionally approve the return of the item, we will provide you with our address to send the item to. Please put your name, address, and order number on the back of the package for our reference.

Declined returns

  • If we do not approve the return of the item, we will let you know the reason why it did not fulfil our returns criteria (bolded above) and will seek to resolve this with you.
  • If we receive a returned item which was provisionally approved and we then determine that it does not meet our returns criteria, we reserve the right to decline the return. In this instance, we will post your item back to you and explain via email the reason we could not accept the return.

Accepted returns

  • For accepted returns, you may request one of the following:

- A refund to the original method of payment
- A store credit
- An exchange for an alternative item (balancing any difference in price)

Please see the refund policy below, and the shipping costs policy further down, for more details.

Return of an incorrectly supplied item

If we have sent you the wrong item(s) by mistake, please find your original order confirmation email and reply to us with the following details:

- Details or photo of incorrectly supplied item and packing slip
- Details of missing item from your order (if applicable)

We will then send out your correct order and work in with you on how we can retrieve the incorrectly supplied item from you, at our cost. This will be either by sending you an addressed, prepaid courier bag or by arranging a courier pick up at a time convenient for you. 

Refund Policy

If your returned item has been received and approved by the Oricom customer service team, we will send you an email to notify you that we have accepted the return, also confirming the refund value you qualify for.

You may then request one of the following:

- A refund to the original method of payment
- A store credit
- An exchange for an alternative item (balancing any difference in price)

This is usually processed and deposited into your account within two to three working days, but please allow up to seven working days.

See our shipping costs policy below for more information on what deductions may apply to your refund.

Partial Refund

There are certain situations where only partial refunds may apply:

  • Any item not in its original condition, or with damage or missing parts, for reasons not due to our error.
  • Any item, which due to our error, is not in its original condition (has minor damage, etc.), but where the customer would prefer a discount on the item (partial refund), rather than to send it back for a replacement. 
  • Any item that is returned more than 30 days after delivery. This is only at our discretion.

Late or missing refunds (if applicable)

  • If you haven’t received a refund by the fourth working day, please first check your bank account again. 
  • Then contact your credit card company; it may take some time before your refund is officially deposited back to you. 
  • Next, contact your bank. There is often some processing time before a refund is deposited. 
  • If you’ve done all of this and you still have not received your refund, please contact us through our email conversation pertaining to the return. 

Exchanges

If you would like to exchange an item for a different item, you can do this under our 30-day returns policy if it meets those criteria.

  • If your original item is a higher price than the replacement item, we will refund you the difference upon receiving your returned item. If the replacement item is a higher price, we will invoice you the difference and await payment before sending the replacement item to you. 
  • Please note: In any case, you will have to wait until your item has been shipped back to us before we can ship you the replacement item. Due to this, some customers prefer, instead, to make an additional order for the replacement item they are wanting, so that it can be sent out to them immediately. Then they follow the returns process for the item they wish to return.  
  • For exchanges that relate to faulty items, please see the Faulty Goods section above. For information on shipping costs for exchanged items, please see the following section. 

Shipping Costs Policy

  • For returns or exchanges that are due to a change of mind, you will be responsible for paying for your own shipping costs to return the item to us. 
  • Shipping costs from the original purchase are also non-refundable.
  • Furthermore, any shipping costs which were free as part of a promotional offer will be deducted from the refunded amount. An exception to this is orders of multiple items, where the value of the non-returned items still qualifies for the free shipping offer. 
  • For exchanges, you will be charged for the shipping costs of sending the replacement item to you. If shipping was free for the original item, only the second shipping costs will be charged to you, not both. 
  • Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  • We strongly advise, when shipping returned goods back to us, that you keep your receipt with the tracking details, so that you can follow up with your courier provider if your package does not reach us. We do not guarantee that we will receive your returned item, and we are not liable for any item which has no evidence of arriving at our premises. 

Disclaimer

For any context not outlined in this policy, we reserve the right to make decisions around returns at our own discretion, in accordance with the Consumer Guarantees Act.