Terms & Conditions
1. Purchasing
All credit and debit card transactions are securely handled by PayPal.
We always make sure our prices are among the cheapest on the internet. Please let us know if you can find same products cheaper elsewhere, and we will try our best to match or make our prices even cheaper whenever possible.
If you pay by credit/debit card, we will NOT accept PO Boxes or any other mailbox services as your delivery address.
Our prices are "VAT/GST Free" guaranteed for certain countries*, meaning we will reimburse all import charges if any. In other words, the prices you see on our website are all you need to pay. DUTY FREE. No hidden charges. More details for this VAT Free Guarantee can be found below.
In the unlikely event that we run out of stock prior to your order being despatched, we will email you informing you when we would expect to have new stock to come in.
Please choose the correct currency for your country when placing your order. In the case of a refund, we are not responsible for any money loss caused by currency exchange if incorrect currency is used.
For orders sent to the United Kingdom, please choose to pay in GBP only, otherwise orders will be cancelled and refunded, in which case we cannot be held responsible for money loss due to currency exchange.
Australian Dollar (AUD) and New Zealand Dollars (NZD) can only be used for orders sent to Australia and New Zealand respectively. If AUD and NZD are wrongly selected, we will cancel the orders and issue full refunds, in which case we cannot be held responsible for money loss due to currency exchange.
For orders sent to Euro zone (namely Belgium, Germany, Ireland, Spain, France, Italy, Luxembourg, the Netherlands, Austria, Portugal, Finland, Greece, Slovenia, Cyprus, Malta, Slovakia and Estonia), please choose to pay in Euro only, otherwise orders will be cancelled and refunded. In any case, we cannot be held responsible for money loss due to currency exchange.
For new customers who have chosen to pay by Paypal or credit/debit cards and wish to have their orders shipped to an unconfirmed address, we might require to ask for proof of address and identity before we can process their orders.
* VAT/GST Free Guarantee only applies to orders shipped to Australia, Belgium, Canada, Denmark, France, Germany, Ireland, Italy, Netherlands, Portugal, Spain, Sweden, Switzerland, United Kingdom and United States. For these countries, we will reimburse all import charges in full if incurred, namely VAT, GST, import duty and courier handling charge.
2. Shipping
All our prices include FREE delivery.**
Please note that if you paid via PayPal or credit/debit cards, we can only send your orders to an address that has been confirmed by PayPal.
For unconfirmed addresses, we might require the customers to provide us with proof of address or identity.
We offer a 100% compensation for loss of items during transit, i.e., a replacement will be provided as soon as the courier company confirms loss of the package. If the package has been delivered according the tracking system of courier companies, you will not be entitled to file any claims. In such cases, it will be the customer's responsibility to contact the post office or courier company in their countries, whose telephone numbers will be available on request. We will also try to assist you as much as we can.Replacement can only be arranged if the courier company has confirmed to us the loss of the package.
If the items you have ordered are in stock, we will try our best to despatch your order within 24 hours (Monday-Friday, excluding public holidays), provided your payment has been cleared. If your order cannot be despatched within 3 working days for some unforeseen reasons, we will inform you by email with our explanation and an estimated despatch date.
Please note that the delivery speeds are quoted by the courier companies, hence we cannot be blamed or held responsible for any delays after despatch. Delays do occasionally happen and are mainly due to customs clearance.
If your package is not delivered due to reasons out of our control and returned back to us, you are required to pay for the reposting cost to have the package resent.
** Please note that free delivery only applies to orders shipped to United States, United Kingdom, Australia, Canada, Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, Virgin Islands and New Zealand. For all other countries, a small shipping surcharge will be applied at checkout.
3. Credit Card Security
All credit and debit card transactions are handled by PayPal on their own SSL secured servers.
PayPal take security very seriously, and they assure your credit card details are securely sent from your computer to their servers, with 128-bits industry standard SSL (Secure Sockets Layer protocol) encryption.
Onestop-Digital will not be given your credit or debit card details by PayPal. All we receive from these companies is a message informing us that they have received your payment.
4. VAT & Import Duty
All our prices include "VAT Free" guarantee, meaning we guarantee that you will not have to pay any import charges (namely import duty, courier handling fees, VAT and GST), i.e., DUTY FREE. If you are asked to pay import charges when you receive your package, please pay the customs as requested and send the customs receipt to us. We will then reimburse such charges upon receiving the VAT receipt.
Please note that we cannot reimburse import charges if you cannot provide us with the customs VAT receipt.
If you wish to reclaim VAT, please complete the "VAT Reclaim" form on our website. After submitting the VAT Reclaim form, please send the VAT receipt via email, fax or by post. As soon as we receive the receipt, we will issue a VAT refund to you.
Please note that you are required to send us the customs VAT receipt/invoice within 60 days from the day we despatched your order. After this period, we will no longer be responsible for any import charges that you might have already paid for.
At the moment, this VAT Free guarantee only applies to orders shipped to Australia, Belgium, Canada, Denmark, France, Germany, Ireland, Italy, Netherlands, Portugal, Spain, Sweden, Switzerland, United Kingdom and United States.
If you have any queries on any customs issue, please do not hesitate to contact us and we will be happy to assist you in any way.
5. Onestop Digital Warranty
Unless otherwise stated, we offer 12 months "Return to Base" warranty for cameras, camcorders, lenses, flashguns and smartphones. Warranty starts from the date we despatch your order.
We will arrange courier to collect the faulty products from you or reimburse all shipping costs if the faulty products are to be picked up or sent from the countries where the orders were initially delivered to.
Postage reimbursement can only be granted if 1) you can provide us with the postal receipt; 2) the fault is classified as manufacturer's fault that is covered by the warranty; and 3) you use a postal service that we specify.
The warranty is not transferable, i.e., if our customers sell or give away their products, the new owners will not be entitled to inherit the warranty.
The warranty does not cover any consumable items, accessories, cosmetic damage or loss to any software programs/data, damage due to accident, misuse, moisture, abuse, negligence, improper voltage supply, unauthorised repair, modifications of the product.
Some products come with American, Japanese or Hong Kong warranty cards, customers are required to provide us with these cards when repair is required. Repairs would have to be paid for by the customers if the customers cannot provide us with the warranty cards.
If the returned product is found to be not faulty, the customer has to pay for all shipping charges before we can return the product back to the customer, so we would like to advise our customers to test the products thoroughly before returning them to us. If possible, please test the products with different camera bodies, lenses, batteries, memory cards, etc. Resetting your equipment to factory settings is also highly recommended.
6. Extended Warranty
Onestop Digital has joined up with Mack Camera to offer optional extended international warranty.
If a product is purchased with Mack extended international warranty, Onestop Digital's "Return to Base" warranty would cover for the first 90 days. After this initial 90 days period, the Mack international warranty will start on 91st day.
Mack warranty can also be bought by itself to cover your existing equipment, in which case there must be at least 90 days remaining on the manufacturer's or retailer's warranty when the Mack warranty is purchased.
Detailed terms and conditions for Mack warranties can be found on Mack Camera's website.
7. Return Policy
If there is a manufacturer's fault with the product, you are required to inform us within 7 days of receiving your order. Please note that faulty product has to be returned in same condition as sold and undamaged. After this 7 days period, refund or replacement will not be offered and faulty product will be repaired under warranty.
If the product is delivered damaged, you are also required to inform us within 7 days of receiving your order. After this 7 days period, we cannot be held responsible for any damages to the product.
Product can only be returned if in original manufacturer's packaging, same condition as sold, with all documentation and blank warranty cards (if any). Please do not place stickers or shipping labels on the original manufacturer's package.
Upon receiving your returned order, we will inspect the faulty product. We will then provide you with a replacement if our technical staff approves that the product does indeed carry a manufacturer's fault. We will also reimburse your shipping costs if the product is found to be faulty.
If our technical staff does not agree with your claim and the product functions normally, we will return the item upon receiving from you a postage cost.
Lens dust/hair and LCD dead pixels will not be considered as fault, therefore products cannot be returned for any of these reasons. Lenses are by no means dust-free. Every lens (even the ones came straight from the factory) carries a bit of dust/hair inside that in no way affects image quality, as the lenses had already gone through the manufacturers' quality controls and passed.
If the product is not defective but you are not satisfied with your purchase, you may return the product for a refund. We have to be notified by email within 7 days after receiving your package. Please note that 13% restocking fee and shipping & postage cost will be deducted from the refund. All returned products must be free from damage of any kind and be in its original factory box with all original packing materials, warranty cards, manuals, accessories and any other materials included. Please note that products have to be returned to us within 14 days after delivery and you are solely responsible for all shipping costs.
8. Product Compatibility
Customers are advised to check product compatibility before placing their orders. Onestop Digital cannot be held responsible for any incompatibility issues, please contact the manufacturer.
If you would like to return incompatible products, we are willing to replace or refund under our return policy.
9. Back-Focus, Front-Focus and Soft-Focus
Please note that we do NOT offer replacements if you find your lenses to have back-focusing, front-focusing or soft-focusing problems.
Manufacturers carry out their own quality controls, which have their own tolerance ranges. When we receive lenses from our suppliers or manufacturers, the lenses had already gone through their quality controls and passed, as the focusing should have been within their tolerance ranges. Although the lens might not be perfect, it would be considered ‘acceptable’ according to the manufacturer's own definition.
Camera bodies also play a part in such focusing problems, as they are like any other products that calibrations are required and tolerance ranges are set. Combining a "slightly off" camera body with a "slightly off" lens would make these focusing problems more obvious, especially with wide aperture lenses. For this reason, most of the newer cameras now have “lens microcalibration” features. If done correctly, this feature would automatically compensate so that each of your lenses would correctly focus.
If you believe the manufacturer would find your lens to be faulty, you are more than welcome to return the lens to us. Upon receiving your lens, we will send it to the manufacturer for inspection. If the manufacturer believes there is indeed something wrong with the focusing, we will send you a replacement. However, if they claim there is nothing wrong with the focusing, we would have to ask you to pay for all charges to have the same lens returned to you, namely manufacturer's inspection charge and all postage costs.
10. eBay Listings
Please note that Onestop Digital's offers, discounts, terms and policies listed on our website do not apply to any of our eBay listings.
Terms regarding payment, delivery, warranty and customs issue for our eBay listings are clearly outlined in the eBay listing descriptions, and they are totally unrelated to the terms shown on our website.
11. Privacy
The information we obtain from you will only be used to process your order. This includes customer's name, postal address, email address and telephone number. We do NOT use this information for any other purposes.
Onestop-Digital will NOT disclose your personal information to any third parties. The only exception to this rule is: we respond to subpoenas, court orders, or legal process, or to establish or exercise our legal rights or defend against legal claims.
Your personal data will be held on our database, which is behind a firewall and not directly connected to the internet.
Onestop-Digital does not store your credit card details.
If you have an enquiry or concern about our privacy policy, please do not hesitate to contact us.
12. Our Rights
We reserve the right to cancel order and issue full refund if:
- there is a pricing error; or
- the delivery address provided by the buyer is a PO Box or other similar mailbox services; or
- a wrong currency is chosen; or
- the buyer does not respond to our email within one week.
We also reserve the right to delay despatch if:
- we only receive a part payment; or
- the buyer does not respond to our email regarding his/her order.
We reserve the right to change these terms and conditions at any time without prior notice or liability.
None of our terms and conditions affect your statutory rights. If you have any queries, please do not hesitate to contact us.
