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Terms & Conditions

Last updated: 31 March 2025

By placing an order with Onestop Digital, you confirm that you have read, understood, and agreed to the following Terms and Conditions. These terms govern all sales and form the basis of the contract between Onestop Digital ("we", "our", "us") and the customer ("you", "your").

1. About Us

Onestop Digital is an international online retailer specialising in photographic and electronic equipment. We operate logistics and fulfilment warehouses in Australia, Canada, France, Hong Kong, the Netherlands, and the United Kingdom.

All products sold by us are 100% brand new, genuine, and sourced from reputable and authorised suppliers.

2. Pricing and Currency

All prices displayed on our website are final and include free standard shipping to the following countries:

United Kingdom, United States, Canada, Australia, New Zealand, France, Germany, Netherlands, Spain, Italy, Ireland, Portugal, Belgium, Denmark, Sweden, Switzerland, Austria, Finland, Greece, Luxembourg, Norway, and Hong Kong.

For all other countries, a small shipping surcharge will be applied at checkout.

Prices are VAT/GST free, and we offer a full VAT/GST reimbursement guarantee (see Section 4).

The appropriate currency is automatically selected based on your shipping address. Orders placed using the wrong currency may be cancelled and refunded. We are not responsible for any losses due to currency conversion.

3. Payment

We accept secure payment through the following methods:

  • Credit and Debit Cards (Visa, MasterCard, American Express, etc.)
  • PayPal
  • Apple Pay
  • PayPal Pay Later (available to eligible PayPal users)

All transactions are processed securely via PayPal.

4. VAT/GST & Import Charges

We offer a VAT/GST-Free Guarantee for all countries we ship to.

If you are charged VAT, GST, import duties, or courier handling fees, we will reimburse these charges in full upon receipt of supporting documentation.

To submit a claim:

  • Complete our VAT Reclaim Form and upload your invoice
  • Or email the invoice to customerservices@onestop-digital.com

We aim to process all claims within two working days.

5. Order Fulfilment and Delivery

Orders are typically processed and dispatched within 1 working day, subject to product availability and payment verification.

We operate fulfilment warehouses in Australia, Canada, France, Hong Kong, the Netherlands, and the United Kingdom. Orders may be shipped from any of these warehouses, and the decision is made solely at our discretion based on stock availability and delivery destination.

Delivery timeframes remain the same regardless of warehouse location:

  • Standard delivery is free of charge to eligible countries and typically takes 10-15 working days.
  • Express delivery via DHL or FedEx is available at extra cost and usually takes 3-7 working days.

6. Delivery Issues and Lost Packages

We offer a 100% compensation policy for items lost during transit, provided the loss is confirmed by the courier.

If a package is marked as "delivered" by the courier, no claim for loss can be made. In such cases, customers must contact the courier directly. We will assist where possible.

If a package is returned to us due to delivery failure for reasons beyond our control (e.g. incorrect address, customer unavailable, delivery refused), you will be liable for the cost of redelivery or the shipping cost will be deducted from your refund.

7. Returns Policy

If you are not completely satisfied with your purchase, you may return the item within 7 days of receipt.

Items must be returned unused, in original condition, with all packaging, accessories, and manuals intact.

Return shipping costs are the responsibility of the customer.

Items returned after 7 days may be subject to a 13% restocking fee.

The 7-day return period is not intended as a try-before-you-buy period.

We reserve the right to refuse returns that do not meet these conditions.

8. Damaged, Faulty or Dead on Arrival (DOA) Items

If your item arrives damaged, faulty, or is dead on arrival (DOA), you must notify us within 7 days of receipt.

We may request photos or videos of the item and its packaging to assist with the assessment. To qualify for a replacement or refund, the following conditions must be met:

  • The item must be returned in unused condition, with all original packaging, accessories, and manuals intact.
  • The fault or damage must be confirmed as a manufacturing defect or occurred during shipping.
  • The product must be returned to us for inspection, unless we advise otherwise.

We reserve the right to reject claims that do not meet these conditions.

9. Warranty

All products sold by Onestop Digital come with a 12-month warranty covering manufacturing defects under normal use.

The warranty includes:

  • Parts and labour
  • All shipping charges related to warranty repairs

The warranty does not cover:

  • Accidental damage or misuse
  • Cosmetic wear and tear
  • Software faults
  • Sensor dust, viewfinder dust, or lens dust
  • Hot or stuck pixels on image sensors
  • Minor dead pixels on LCD/LED screens
  • Consumables and accessories, including but not limited to camera straps, memory cards, lens caps, cables, chargers, and batteries
  • Damage caused by unauthorised modification or repair

Shipping for Warranty Repairs:
Customers will not incur any shipping costs for warranty repairs, as all associated shipping charges are fully covered under the terms of the warranty. We will arrange courier collection or reimburse return shipping if the item is being returned from the original delivery country.

To qualify for reimbursement, you must:

  • Use a postal service specified by us
  • Provide a valid shipping receipt
  • Have the fault confirmed as a manufacturing defect

Non-Transferable Warranty:
The warranty applies only to the original purchaser and is non-transferable. If the product is resold or gifted, the warranty will no longer be valid.

Repair Policy:
We operate a repair-first policy. If a repair is not possible within a reasonable timeframe, a replacement or refund will be provided.

Repair Turnaround:
Most repairs are completed within 2-4 weeks, depending on the nature of the fault and parts availability.

10. Extended Warranty

Onestop Digital has partnered with Mack Camera to offer an optional extended international warranty.

If a product is purchased with a Mack Extended International Warranty, it will be covered under Onestop Digital’s Return to Base warranty for the first 90 days. The Mack international warranty will then take effect from the 91st day onwards and continue for the duration of the selected Mack coverage.

For full terms and conditions of Mack warranties, please refer to Mack Camera’s official website:
https://www.mackcam.com

11. Product Availability and Descriptions

We make every effort to ensure all product listings and stock availability are accurate and up to date. In the event of a pricing, stock, or description error, we reserve the right to correct the error and cancel or amend your order accordingly.

12. Product Compatibility and Power Plugs

Customers are advised to check product compatibility before placing their orders. Onestop Digital cannot be held responsible for any incompatibility issues. If in doubt, please contact the manufacturer directly.

We make every effort to supply the appropriate power plug based on the destination country. In some cases, an adapter will also be provided.

13. Website Content and Intellectual Property

All content on this website, including but not limited to product descriptions, images, graphics, logos, and text, is the property of Onestop Digital or its licensors and is protected by intellectual property laws.

You may not copy, reproduce, distribute, or use any of the content for commercial purposes without prior written consent from Onestop Digital.

We strive to ensure all product information is accurate and up to date. However, we do not guarantee that product descriptions or images are error-free, complete, or current. We reserve the right to correct any inaccuracies and to update or remove products from the website without prior notice.

14. Language Translations

Onestop Digital provides website content and policy information in multiple languages to assist our international customers.

In the event of any discrepancies, ambiguities, or inconsistencies between the English version and any translated version, the English version shall prevail. While we aim to ensure all translations are accurate, we do not guarantee their completeness or precision and accept no liability for misunderstandings arising from translated content.

15. Personal Information and Privacy

We are committed to protecting your privacy. All personal data provided during the order process is used solely for fulfilling your order, processing payment, and providing customer service. Your data will not be shared with third parties except as necessary for order completion (e.g. payment providers, couriers).

16. Limitation of Liability

Onestop Digital will not be held liable for any indirect, incidental, or consequential damages resulting from the use or misuse of our products, delays in delivery, or events beyond our control. Our maximum liability in all cases is limited to the amount paid for the product in question.

17. Changes to These Terms

We reserve the right to modify or update these Terms and Conditions at any time. Any changes will take immediate effect once posted on this page. Continued use of our website or services constitutes acceptance of the updated terms.

18. Contact Us

If you have any questions regarding these Terms and Conditions or your order, please contact us at:

Email: customerservices@onestop-digital.com
We typically respond within 24 hours (Monday to Friday).

Our correspondence address:
Unit 807, Hai Phong Mansion
99-101 Nathan Road
Tsim Sha Tsui, Hong Kong