Returns & Refunds Policy
Click through the links below to navigate to each section:
Policy Overview
Overview
At OCH, we want to make sure that you have the perfect product for you space. If your product is not the right fit, we are here to help you. However please keep in mind we do not have a “change-of-mind” policy due to costs of exchange, import tax, set-up, and configuration. All sales are considered final except for faulty goods that meet the criteria outline below.
OCH can only accept returns for goods purchased at OCH Limited.
Please contact us right away via support that we can work through how we can help.
Returns & Refunds
Our refund and returns policy are strictly 14 days. If 14 days have passed since your purchase delivery, we cannot offer you a refund. As soon as you are aware of any faults or issues, please contact us right away via support.
All refunds are in the form of a replacement or credit note.
Items covered by our returns policy are Hardware Robots and IoT (Internet of Things) devices.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and with all accessories to ensure full credit.
Goods exempt from being returned:
- Downloadable software products
- Resources and licenses,
- Annual subscriptions
To complete your return, we require a receipt or proof of purchase.
Please contact us for details on where to return your purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, in the form of a replacement or credit note.
Exchanges
We only replace items that are defective due to manufacturing faults. Please contact us right away via support, within 7 days of delivery, and can only be exchange it for the same item. Please be aware that our hardware comes from manufacturers and will need to be sent back to them to confirm the defect. We will not be held liable for shipping damage, and it is your responsibility to have insurance for shipping when ordering. Please read or shipping and returns policy.
Hardware Warranties
Please contact us right away via support for all Hardware Warranties issues.
To the extent we are able, we will pass on the benefit of any manufacturer’s warranty in respect of the Hardware you purchase from us. If we are unable to do so, we will use our reasonable endeavours to hold for your benefit all such warranties.
You will be charged for any repairs not covered by any manufacturer’s warranty. If you report a fault with the Hardware, you will be required to inform us how you wish to proceed if the Hardware fault is assessed as not covered by a manufacturer’s warranty.
Shipping returns
To return your product please contact us for details on where to return our purchase.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. Our team will email you confirmation once received.
Contact Support:
For expedited service, please have the following details ready/included in your email:
- Your robot or devices make and model details
- Your robot or devices Serial number
- Proof of purchase (receipt or invoice of purchase)
Contact Phone
Product Inquires and Sales – +(64) 9 8925700
Product and Technical Support – +(64) 9 8925700
Send us an email: – support@och.co.nz
Hours of Operation
Monday through Friday 9am – 5pm NZT
