Buying Online

Important Things To Know

Before you use our Online Shop, there are some legal things you should know. Mostly it’s to make sure that you get exactly what you expect when you shop with us online. So it’s important to read through these terms so you know where you stand. When you shop online with us, we’ll assume you’ve read and agree with these things along with any other terms and conditions that we show you while you shop. If you have any questions that aren’t answered here, feel free to call us on 0800 022 022 day or night.

Buying things

You need to be at least 18 years old to use the Online Shop. Also, it’s important that you give us all the information we need otherwise we may not be able to complete your order.

When you place an order, you’re making an offer to buy something from the Online Shop according to these terms and conditions. From there, we’ll most likely accept your order by processing your payment and sending you the things you bought. But we may, for any reason, decline your order or a part of it. If that happens, we’ll always let you know using the email address you’ve given us, or by phone. We don’t consider any order to be accepted until we’ve processed your payment and sent out the things you bought.

When signing up to a Plan, you will need to complete an external credit check using your driver’s licence. If you don’t have a driver’s licence, you will need to sign-up to a Plan in-store. When you place an order for a Plan, you’re also agreeing to our Pay Monthly Terms and Conditions and any other specific terms and conditions applicable to a Plan or Account made available by 2degrees as published at www.2degreesmobile.co.nz.

The Way You Pay

You can buy things from the Online Shop with Visa, MasterCard, American Express and Diners cards, just as long as those cards are valid and issued by a New Zealand bank. Unfortunately, cards issued by foreign banks can’t be used in the Online Shop. There are restrictions on credit card purchases, such as how many products you can purchase in one transaction and credit card limits (see below for details).

Coupon Codes

If 2degrees has provided you with a unique code to be redeemed against orders of products from the Online Shop (“Coupon Code”), you can redeem your Coupon Code by entering the unique number provided by 2degrees at the checkout process when placing your order. You can only use one Coupon Code per order of product. The Coupon Code will expire six months from the date that it is provided to you by the 2degrees representative. You will not be able to use the Coupon Code after this date. You cannot use a Coupon Code in conjunction with any other sales discounts or promotional offers. Use of the Coupon Code deems acceptance of the Promo Code & Coupon Code Terms and Conditions

Your Shopping Limit

When purchasing in the Online Shop, you can only buy a maximum of five SIM cards and/or two mobile devices at any one time. Your purchases may also be subject to a maximum credit card limit.

Cancelling Or Changing Your Order

If you make a mistake when you submit your order call us on 0800 022 022 straight away (and in any case within 7 days) and we’ll do our best to fix any problems. As long as your order hasn’t been processed, we should be able to make any changes you need. We may even be able to cancel the transaction if that’s what needs to happen.

We may activate your Plan on your behalf if you have not activated it within 7 days of your order and we have not heard from you to say that you wish to cancel your Plan within that time. If you choose to cancel your Plan after 7 days of purchase, we may charge you Early Termination Charges and all other usage charges in accordance with the terms applicable to that Plan.

Our “Change Your Mind Guarantee”

We know that sometimes things arrive that aren’t quite what you wanted. So we’ve designed the “Change Your Mind Guarantee”.

Change of Mind – Mobile Device

If you need to return a mobile device, just call us within 20 days of your order. As long as the mobile device is still packaged up like new, we’ll take it back with no questions asked. By “packaged up like new”, we mean the mobile device is in its original box, the box is unopened and undamaged, and all external wrapping and seals are intact.

If you change your mind on a mobile device, call us on 0800 022 022 and we’ll send you out a postage-paid courier bag, together with a Change of Mind form.  You need to complete the Change of Mind form and post this back, together with your unopened mobile device, to the address given on the form within 30 days of purchase.

If you return a mobile device that we don’t consider to be “packaged up like new”, we won’t be able to refund you. Instead we’ll give you a call and we may also ask you to pay for the handset to be sent back to you.

Unfortunately, the “Change Your Mind Guarantee” doesn’t apply to SIM cards.

Change of Mind – Plans or interest free mobile repayment

If you want to cancel your Plan, you must call us on 0800 022 022 within 7 days of the date of purchase, otherwise we may charge you a fee for terminating your Plan before the end of your chosen Plan Term.  Terminating your Plan may also be subject to usage charges.

If you have purchased a mobile device using your Plan Bonus and wish to cancel your Plan, we will charge you for the cost of your handset. 

If you want to cancel your interest free mobile repayment option, then you may do so by cancelling it within 7 days of the date of activation. Provided your mobile device is “packaged up like new” (meaning that the device is in its original box, the box is unopened and undamaged, and all external wrapping and seals are intact) then you may return the mobile device to us and we will refund you any payment made towards that mobile device. However, if we consider that your mobile device is not “packaged up like new” and you wish to cancel the mobile repayment option relating to that mobile device then we won’t be able to refund you and you will have to pay the remaining balance outstanding on that mobile device. We may also ask you to pay for the mobile device to be sent back to you. 

Change of Mind – Trade Up

If you exercise your right to Trade Up to a new eligible Trade Up handset in accordance with the Trade Up Terms and Conditions, you can change your mind with respect to your new handset by calling us on 0800 022 022 within 7 days of the date of obtaining your new handset. Provided your new handset is “packaged up like new” (meaning that the device is in its original box, the box is unopened and undamaged, and all external wrapping and seals are intact) then you may return the handset to us within 14 days of obtaining the handset and we will refund you any payment made towards that handset. We will also return your original handset to you and if the Plan on which your original handset was connected to is terminated, you will be required to pay us the full balance remaining on your original handset.   

However, if we consider that your new handset is not “packaged up like new” then we won’t be able to refund you and you will have to pay us the remaining balance outstanding on that handset or an early termination charge (as the case may be) if you wish to terminate the Plan that your new handset is connected to. We may also ask you to pay for the handset to be sent back to you.

Getting Things Delivered

We can only deliver things you buy from the Online Shop to physical addresses in New Zealand. This doesn’t include PO Boxes or Private Bags. We’ll email you confirmation when your order is sent. If we’re sending something in or around Auckland it should arrive ‘next working day’. Any orders sent to the rest of New Zealand could take up to two working days to arrive. But whenever you place an order we’ll send a ‘track and trace’ ID with your confirmation email so you’ll always know exactly where your order is. Getting things delivered on time is important to us, but we can’t guarantee delivery times. So we can’t be liable for any loss, cost or expense caused by delay in delivery. Couriers need a signature before they’ll hand over an order and they won’t deliver to addresses that are obviously unoccupied. So if you’re not there, or they aren’t sure that everything is as it should be, they may decide that it’s best not to deliver your order. In that case, they may leave a card for you to call them and arrange for your order to be redelivered or picked up from the nearest depot. We’re responsible for the items you’ve ordered until the order is signed for by you or someone on your behalf. Once you’ve got the order, it’s yours and you’re responsible.

Paying Postage

For a limited time, we’ll pay all courier charges for all the purchases that you make from our Online Shop. When we change this we’ll make it very clear on the website.

​Sending Things Back (Returns Policy)

If for any reason the handset or SIM card we send you isn’t exactly what you ordered, or turns out to be faulty, we’ll do our best to get that fixed really quickly.

Just contact us on 0800 022 022 day or night as soon as possible and we’ll send you a postage-paid courier bag so you can send the order back to us.

Change of Mind / Wrong Device

If you wish to return a mobile device because you have changed your mind or the device is not what you thought it was or you wish to cancel a Plan, then you may be able to do so. Please see the “Change Your Mind Guarantee” section above for more information.

In addition, we if have sent you the wrong device, we’ll replace it for you at no cost. Just make sure that the box of the device you receive is unopened and undamaged, and all external wrapping and seals are intact. 

You’ll also need to fill out a form that we’ll send with the courier bag and include a copy of your receipt. It’s important to note that we’re not responsible for the items you send back until they arrive at 2degrees.

Faulty Device

If somehow the device we sent you turns out to be faulty as soon as you open it up, then we will replace it for you at no cost.  Just call us within 7 days of purchasing your device on 0800 022 022 and we will send you a courier bag so you can return it.  A different process applies if you purchased an Apple device - please see below for details.

If we take a look at your handset and it turns out not to be faulty then we’ll send it back to you without replacing it or giving you a refund.  

If the device you purchased from us stops working at some point during the applicable manufacturer's warranty period, just call us on 0800 022 022 and we will let you know how you can return the device for repair.

At this point, you may need to pay a bond to cover the cost of inspection by the manufacturer. If there is a genuine fault with your mobile device, you'll get the bond back and the manufacturer will repair or replace your mobile device as stated in their warranty terms. Warranty claims are also subject to the other terms and conditions that you'll find in the manufacturer's warranty applicable to your device.

If you need to send a mobile device back for repair or replacement, there is the chance you might permanently lose any contacts, ringtones, messages, games or other downloads that you have saved into your handset. So we recommend that before you send a handset back to us, you make a back up of this data. 2degrees isn’t responsible for any loss of data from your handset in the case of repair or replacement.

Apple Devices

Please note that if you have purchased any Apple device and on receiving the device it turns out to be faulty or is faulty at any time during the manufacturer's warranty period, just call us on 0800 022 022 and we will let you know how you can return it for repair.  We will not require you to pay a bond in respect of your Apple device and if there is a genuine fault with the device, the manufacturer will repair it or replace it in accordance with the terms of their warranty. Please read the manufacturer's warranty that comes with your Apple device carefully.

Credit Card Security

It’s really important that you can use your credit card or debit card safely in the Online Shop. All of our payments are handled by an independent accredited payment processor that complies with the standards set by the Payment Card Industry. 2degrees does not see or store card details. The Online Shop uses 3D Secure for additional security. 3D Secure provides extra protection for both you and 2degrees for online payments. It is used to authenticate you as the cardholder during payment processing, similar to entering a PIN for an ATM or EFTPOS transaction. If you accidentally close out of the browser during the 3D Secure authentication process, your transaction will be treated as failed/abandoned. For more information, see http://www.visaeurope.com/en/cardholders/verified_by_visa/how_it_works.aspx for Visa cards and http://www.mastercard.com/mel/personal/en/cardholderservices/securecode/how_it_works.html for MasterCard transactions.

Your Order Number

If you buy something from the Online Shop and need to talk to us about it, it’s much easier if you can give us the order number. If you don’t have that, you’ll need to know the credit card number you used to complete the order. That’s so we can make sure you are who you say you are.

Frequently Asked Questions

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