Policies & Support
Policies & Support
Everything you need to know about shopping with OneUp Healthcare.
Privacy Policy
Shipping, Returns & Pricing
Terms & Conditions
FAQ
Overview
OneUp Healthcare knows that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. By visiting OneUp Healthcare, you are accepting the practices described in this Privacy Policy.
Information You Give Us
We receive and store any information you enter on our website or give us in any other way. We use it for purposes such as responding to your requests, customising your shopping experience, improving our store, and communicating with you. This includes information provided when you place an order, create an account, contact us by phone or email, or submit a review.
Automatic Information & Cookies
Like many websites, we use cookies and collect certain information automatically — including IP address, browser type, operating system, purchase history, and pages visited. Cookies help us recognise your browser and provide features like saved shopping carts. You can disable cookies in your browser settings, though this may affect functionality.
Email Communications
We may send order-related emails and, if opted in, promotional communications. To stop receiving marketing emails, select "Unsubscribe" in any newsletter or adjust your account preferences.
How We Share Your Information
We do not sell your data. We share customer information only in these circumstances:
- Affiliated businesses: where a partner is involved in your transaction
- Agents: third parties performing functions on our behalf (e.g. delivery, payments)
- Legal compliance: when required by law or to protect rights and safety
- With your consent: in all other cases, you will be notified first
Your Rights & Choices
You may update your account details at any time. To request access to, correction of, or deletion of your personal data, contact us at sales@oneuphealthcare.co.nz. If you are under 18, you may use this site only with parental involvement.
Policy Updates
This policy is subject to New Zealand law and may be updated at any time. If you have a privacy concern, please contact us at sales@oneuphealthcare.co.nz and we will do our best to resolve it promptly.
Shipping & Delivery
Shipping Costs
- Scar product orders: free shipping
- Rehab & healthcare products: rates vary by size, weight, and product range
- Additional freight may apply for large or specialist items
Delivery Timeframes
Orders are dispatched as quickly as possible using third-party couriers. Timeframes are estimates only. For urgent orders, contact us to discuss options and costs.
Damaged or Incorrect Items
Notify us as soon as possible if your order is damaged or incorrect. We will arrange a replacement or resolution at no cost to you. Returns must be approved before sending items back.
Returns & Refunds
Change of Mind Returns
Returns accepted within 14 days of delivery if the item is unused, in sellable condition, and in original packaging. Return shipping is the customer's responsibility. A restocking fee of up to 15% may apply.
Faulty or Non-Compliant Products
If a product does not meet expected standards within 14 days, we will provide a replacement, repair, or refund.
Pricing & Accounts
Pricing & GST
All prices are GST inclusive unless stated otherwise. GST is applied to all New Zealand orders as required by law. Prices are subject to change without notice.
Wholesale & Account Customers
Regular wholesale customers are encouraged to set up an account for faster ordering, invoice access, and account-specific pricing. Non-account orders require upfront payment via EFT, Visa, Mastercard, Amex, or PayPal. Payment surcharges may apply.
Ownership of Goods
Goods remain the property of OneUp Healthcare until paid in full. We are not liable for delays caused by events outside our control (e.g. courier delays or supply disruptions).
Need Help?
Contact our team at sales@oneuphealthcare.co.nz or call 0800 734 221.
Overview
OneUp Healthcare and its affiliates provide their services subject to the following conditions. By visiting or shopping at OneUp Healthcare, you accept these terms. Please read them carefully.
Electronic Communications
By visiting this site or emailing us, you consent to receive communications from us electronically. You agree that electronic communications satisfy any legal requirement that such communications be in writing.
Copyright & Intellectual Property
All content on this site — text, graphics, logos, images, downloads, and software — is the property of OneUp Healthcare or its content suppliers and is protected by international copyright laws. It may not be reproduced without written permission. If you believe your work has been copied in breach of copyright, contact us at sales@oneuphealthcare.co.nz.
Licence & Site Access
OneUp Healthcare grants you a limited licence for personal, non-commercial use of this site. You may not download, modify, resell, or use site content for commercial purposes without express written consent.
Your Account
You are responsible for maintaining the confidentiality of your account and password. You agree to accept responsibility for all activities under your account. If you are under 18, you may use this site only with parental involvement. OneUp Healthcare reserves the right to refuse service or cancel orders at its discretion.
Reviews & User Content
Visitors may post reviews and comments provided the content is lawful, non-defamatory, and not infringing on others' rights. You may not impersonate any person or use a false email address. OneUp Healthcare reserves the right to remove or edit any content.
Risk of Loss & Product Descriptions
Risk of loss passes to you upon delivery to the carrier. OneUp Healthcare aims to be accurate in all product descriptions but does not warrant that content is error-free. If a product is not as described, your remedy is to return it in unused condition.
Disclaimer & Limitation of Liability
This site is provided on an "as is" and "as available" basis. To the full extent permitted by law, OneUp Healthcare disclaims all warranties and will not be liable for any damages arising from use of this site or products purchased through it.
Applicable Law & Disputes
These terms are governed by the laws of New Zealand. Any dispute shall be submitted to confidential arbitration in New Zealand, except where injunctive relief is sought to protect intellectual property rights.
Policy Changes
We reserve the right to update this site, policies, and these Terms & Conditions at any time. If any condition is deemed invalid, it shall be severable and shall not affect the remaining conditions.
Which items include GST?
Goods and Services Tax (GST) is applied to products as outlined by the New Zealand Inland Revenue. All prices on our site are GST inclusive unless stated otherwise.
Incorrect Delivery, Non-Delivery, Damage or Defect
If your order is damaged, incorrect, or has a shortage, please notify us within 7 working days. If an expected order has not arrived, notify us within 10 days of the order date. Claims outside these timeframes may not be accepted.
Return of Goods
Goods may be returned within 7 days of purchase with prior authorisation. OneUp Healthcare is under no obligation to accept returns outside this period. A 15% restocking fee may apply. Goods must be in re-saleable condition in original packaging and returned at the customer's cost. Refunds are processed within 14 days of receiving and clearing the return.
Delivery Times & Cut Offs
ParcelPost: up to 3 working days nationwide. Courier & Signature: next working day nationwide. Orders placed before 12pm are dispatched the same day and typically delivered the following working day.
How much is shipping within NZ?
Consumable orders over $200 receive free shipping. Orders under $200 incur a $10 freight charge. Charges vary by product size, weight, and destination — confirm at time of ordering.
Do you ship worldwide?
No, we only ship domestically throughout New Zealand.
Can I hire the Polar Care Wave instead of buying?
Yes. The Polar Care Wave is available to hire for 2, 4, or 6 weeks. Download the hire form from the Cold Compression collection page and email it to sales@oneuphealthcare.co.nz, or call 0800 734 221 to get started.
Education Seminars
If you are a clinic or health professional wanting to organise a product in-service, contact sales@oneuphealthcare.co.nz and one of our product specialists will be in touch.
Where can I find the product?
For information on your closest local stockist contact us: Ph: 0800 734 221 — Email: sales@oneuphealthcare.co.nz
Any other questions?
Contact us at sales@oneuphealthcare.co.nz or call 0800 734 221 and we will be happy to help.
