Terms and conditions

We've tried to keep our Terms & Conditions short and to the point.

Warranty

All items are guaranteed for at least one year from the date of purchase. This policy does not cover normal wear and tear, accidents or damage arising from misuse of the product. If it really did “just stop working” and you believe you may be covered by this warranty please get in touch with us before sending it back to us. In the case where items are defective we will replace the item, repair it or if neither of the above is possible will provide a full refund for the cost of the product (excluding any shipping costs).

For more information, please read the full warranty section detailed further down this page.

Exchange/Return Policy

We make every effort to make sure our product descriptions are as detailed as possible, but we understand that sometimes, thing just don't fit as expected, or the colour just wasn't what you were expecting.

So we are happy to exchange items, or provide a credit to be used for alternate purchases from Gearshop.

Any exchange request, may incur a handling charge to cover restocking, processing and resending of the alternate item.

If you think you have a case for a genuine exchange request then please contact us first before sending your order back to us as it may get declined and returned to you. In all cases proof of purchase is required in order to get an exchange.

Please note products returned to us for an exchange or credit must be in a resalable condition with packaging intact and all labels etc returned with the item, we take care to ensure your item reaches you in good condition, we expect the same from you.
Items with damaged packaging on arrival, may not be exchanged, please ensure you use the appropriate packaging for the item.

Due to copyright issues exchanges are not available on DVD’s, except where the product is deemed faulty.

Goods should be returned one of two ways:

Courier ( the fastest way) to 53 Bolt Road, Tahunanui, Nelson

Post ( much slower turn around) to P O Box 154, Nelson

Gearshop will not be liable for items returned by post or untracked courier delivery.

All items being returned MUST be accompanied by a covering letter detailing your request and your full contact details and return address.

We do not offer refunds for change of mind, we can however exchange or provide a non-expiring store credit by way of website voucher, in the event that you do not want an exchange item immediately.

Are there items I can't exchange or return?

Yes, all purchases on climbing equipment, technical height safety equipment, equipment intended for life support and gift cards are final and cannot be exchanged or credited, unless warranty replacement or repair is required under consumer law.

We do offer a 7 day exchange period on climbing helmets for the purposes of sizing and a 14 day exchange period on rock shoes for sizing.

Warranty Policy

The gearshop.co.nz warranty policy covers our products for 12 months from the purchase date. Warranty claims cover any fault, defect or failure occurring as a result of the manufacturing process. Damage or faults occurring as a result of misuse, accident, or wear and tear is not covered by our warranty policy.

If the product is still under warranty, the warranty extends to covering the repair or replacement of the item, but warranty does not cover associated freight costs. All warranty claims incur a minimum handling charge of $10 to cover freight. However this may be higher if the item is larger.

If the product is out of warranty, then we can still have the product repaired, however, the cost of the repair will be charged to the customer, in additional to the handling charge mentioned above.

  1. Wherever possible we will endeavor to repair any fault to a factory issue and return it to you.
  2. Where repair is not possible or practical we will replace the product with the same or similar product.
  3. Where neither of the above solutions is possible or practical, then we will refund you for the value of the product, freight excluded.

Warranties should be returned one of two ways:

Courier ( the fastest way) to 53 Bolt Road, Tahunanui, Nelson

Post ( much slower turn around) to P O Box 154, Nelson

Gearshop will not be liable for items returned by post or untracked courier delivery.

All warranty items being returned MUST be accompanied by a covering letter detailing the issue and your full contact details and return address.

Restrictions and exceptions: As a result of copyright laws a refund or exchange is only available for the following products if the product is defective: DVDs & Music CDs.

NOTE: products are still guaranteed under the Consumers Guarantees Act

Consumer Guarantees Act 1993

The Consumer Guarantee Act sets out minimum standards for goods sold by gearshop.co.nz

In the event that goods sold are not of good quality or are faulty, we have the right to repair, replace or a refund you for the product.

Fair Trading Act 1986

The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act

Change to orders

Due to the high volume of sales that we are processing on a daily basis, once you've submitted your order and payment has been accepted we can't make any changes to it – that includes sizes, colours, quantity and address details. Please take the time to check your order is correct before submitting it.

If once you receive your package, there is an issue with the item, like size or the colour isn't what you needed or any other reason that you may wish to return or exchange an item, we are more than happy to try and sort this out for you. However charges may apply to cover freight and restocking or exchange. ( See Above) In the event that you want to return an item for a store credit, this is also possible, however freight charges will be deducted from the credit, this also applies to orders originally sent freight free.

Please note: we do not offer refunds for changes or changes of mind or errors in ordering.

Out of Stock and Backorders

While we do everything we can to make sure our stock levels are accurate at all times there may be occasions due to unforeseen circumstances where we are unable to fulfill your order or source a replacement product. If this should occur we will contact you and offer either a store credit for the value of your purchase or a full refund. In some cases, we may be able to offer a backorder service, however this is on a case by case basis and is done so at the sole descretion of gearshop.co.nz

Privacy

We take your privacy seriously. We don’t distribute or allow access to any of the information you give us while using Gearshop's website.

Acceptance

Completing a purchase via Gearshop constitutes acceptance of and agreement to these terms and condition, which supersede all previous versions.