Return policy
Returns Eligibility
If you're not completely satisfied with your purchase, you may be eligible for a return based on the following terms:
- Returns must be initiated within 20 days from the date of delivery.
- Items must be unused and in the original packaging.
- Climbing equipment, such as carabiners, prusiks, and slings, are non-returnable.
Free Returns
- We will cover the cost of return shipping for all orders (excluding kayaks) within New Zealand.
Refunds
- Returned orders will be processed as a refund.
- We do not offer exchanges or credit notes. If you wish to exchange an item, you must return the original item for a refund and place a new order.
Return Process
To initiate a return, please follow these steps:
- Contact us to request a return. Let us know your order number and which items you'd like to return.
- We will provide you with a returns shipping label to print and attach to your package, which you can drop a your nearest NZ Post Shop or drop point.
- We will process your refund within 5 business days.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us with details and pictures. We will work with you to resolve the issue.