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Returns
You have made an online purchase, it has arrived and it doesn't fit or perhaps it isn't quite what you wanted or maybe you have simply changed your mind?
Whatever the reason this is not going to be a problem.
Please read and follow the directions below so we can exchange, upgrade, refund or make a warranty claim for you.
HOW TO RETURN OR EXCHANGE AN ITEM
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Ensure products are returned in their original packaging with labels attached.
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DON'T place labels directly on the product packaging to prevent return rejection.
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Pack the return well to prevent damage during transit; damaged items won't be accepted for a return, exchange or refund.
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Return the item within 30 days of the date of purchase; we process returns within 3 working days.
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Please note that a handling and/or shipping fee will apply from the second exchange (including click & collect orders).
Please email us and we will send you the return and exchange form.
RETURN EXCEPTIONS
Unfortunately, there are specific items that do not qualify for return in exchange for another product or a refund:
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Tents, Bivvys & Shelters, Airbeds, Inflatable mattresses, Sleeping Bags and face masks
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Climbing and mountaineering equipment cannot be exchanged or returned.
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Merchandise that has been worn, used, or altered in any way will not be accepted for return or exchange.
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Gas canisters/fuel cannot be returned or exchanged.
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Headlamp, torches of any kind.
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Kayaks.
HOW TO MAKE A WARRANTY CLAIM
To make a warranty claim please email us to start your warranty claim.
Sharing details on how the problem happened and attaching supporting photos will speed up the process. Proof of purchase is also required.
Sharing details on how the problem happened and attaching supporting photos will speed up the process. Proof of purchase is also required.
Remember these key points about warranty claims:
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Processing Time: Claims involve the manufacturer or their NZ distributor and can take 2-4 weeks to resolve.
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Urgent Cases: If it's urgent, mention it in the form or email.
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Product Inspection: Often, the NZ distributor may inspect the product. Keep in mind that you'll cover the cost of sending it for inspection.
We're here to make your warranty claim easy and efficient. Your satisfaction is our priority.
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We do not refund the original shipping fees.
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The cost of returning all goods rests wholly with the purchaser and we will not reimburse this cost.