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Frequently Asked Questions (FAQs)
A. Product information
1. What is a refurbished product?
2. What is a clearance product?
3. What is the return policy?
4. What is the history of these products?
5. How will I know what is refurbished and what is a clearance product?
6. What is the condition of a product?
7. How will I know I am not getting a damaged unit?
B. Ordering information
1. What are the payment options?
2. Why did my basket get cleared?
3. Why can't I add more than two units of the same item to my basket?
4. Am I eligible for any promotional offers with a product that I purchased from the Online Outlet Store?
5. Can I make a GST free purchase from the Online Outlet Store?
6. Can I use my gift voucher/gift card to make a purchase on the Online Outlet Store?
C. Delivery information
1. What is the cost for shipping?
2. How long will it take to get my product delivered?
3. Can I organise a time for delivery?
4. Can my purchase be shipped overseas?
D. Warranty information
1. What kind of warranty do I get?
E. Installation and service information
1. How do I get help tuning my TV?
2. Who should I contact if I need help installing my TV?
Feel free to contact us should you have any other questions.
A. Product information
1. What is a refurbished product?
Sony refurbished products are typically customer returns or ex-demonstration products,
which have been restored to their original factory specifications and fully tested
and inspected by Sony technicians. Products are in excellent condition but have been used before.
Although refurbished products have been used they are still in excellent/near new condition.
2. What is a clearance product?
Sony clearance products are new, unopened products that are discounted because they are being
discontinued or replaced by new models. Sometimes we may also have ‘box damaged' units
where the outer box of the product has been dented or marked without affecting the product in anyway.
3. What is the return policy?
A product can only be returned if the unit is faulty. We cannot accept returns because of
a "change of mind".
4. What is the history of these products?
These units come from a variety of places and are either refurbished or clearance products.
The individual history of each unit is not available. However, if a product is refurbished
it will have been tested by a Sony technician.
5. How will I know what is refurbished and what is a clearance product?
This information is not available, so there is no way to distinguish between a refurbished
and clearance product.
6. What is the condition of a product?
All products are in excellent, although used, condition and come in their box with all their
accessories and manuals.
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B. Ordering information
1. What are the payment options?
As all transactions go through a secured transaction process, payment on the
Sony Online Outlet Store can only be made using a credit card. We accept VISA,
MasterCard, American Express and Diners cards.
2. Why did my basket get cleared?
When an item is added to your shopping basket it is immediately removed from the site.
However, if you do not move on to another page within 5 minutes, your basket will be
cleared of all items. Products are placed back onto the site to allow other customers
a chance to purchase the product. If you add an item to your basket and continue to
browse the Outlet site your basket will not be cleared.
3. Why can't I add more than two units of the same item
to my basket?
In order to allow all customers an equal chance of purchasing products, you can only
purchase a maximum of two quantities of the same product. If you want to purchase more
of the same product, you can return to the site and purchase again.
4. Am I eligible for any promotional offers with a product
that I purchased from the Online Outlet Store?
Products purchased from the Online Outlet Store are not eligible for any promotional offers.
5. Can I make a GST free purchase from the Online Outlet Store?
GST free purchases can only be made in a retail store. Please visit your nearest
Sony Style store,
with your flight details, to purchase GST free Sony products. We can then arrange for your
products to be picked up at the airport as you leave New Zealand.
6. Can I use my gift voucher/gift card to make a purchase
on the Online Outlet Store?
You Sony Style gift voucher/gift card can only be redeemed at a
Sony Style store.
You'll need to use your credit card to purchase on the Online Outlet Store.
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C. Delivery information
1. What is the cost for shipping?
Sony New Zealand's Online Outlet Store uses a number of freight carriers for its
delivery from its Auckland warehouse. Shipping costs are the same for delivery
anywhere in New Zealand but vary by product weight. Please refer to the following table:
| Product type |
Shipping Cost |
| Televisions, HiFi and Home Theatre Systems |
$19.80 |
| All other products |
$4.80 |
2. How long will it take to get my product delivered?
Delivery for products is within 2-3 working days, depending on your location.
For large items such as televisions, home theatre systems or stereos, they will need
to be sent via freight and may take a day or two longer.
3. Can I organise a time for delivery?
A specific time for delivery cannot be requested. Deliveries are between 8.30 am - 5.00 pm,
Monday to Friday. If a large item such as a television, home theatre system or stereo
is being delivered to a home address, the freight company will contact you beforehand
to make sure you are home for delivery.
4. Can my purchase be shipped overseas?
Orders made with Sony New Zealand can only be shipped within New Zealand.
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D. Warranty information
1. What kind of warranty do I get?
All products available from the Online Outlet Store come with a one-year Sony manufacturer's warranty.
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E. Installation and service information
1. How do I get help tuning my TV?
If you require any help tuning your TV or with any other feature of your Sony products,
please contact our Customer Service team on 0800 SONYNZ (0800 766969).
2. Who should I contact if I need help installing my TV?
Please contact your local electronics installer, should you require any help installing your TV.
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