Big Agnes TwisterCane Bio Foam Pad, Regular

Exchange/Return Policy

We make every effort to make sure our product descriptions are as detailed as possible, but we understand that sometimes, things 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.  

To return an item for exchange or credit, start off by completing our return form.  For a warranty claim, please complete the return form and verify that the returned item was purchased from us and within warranty, otherwise it may get declined and returned to you at your cost. Proof of purchase is required in order to get an exchange.

Note that non-faulty requests for exchange will incur a $9.99 handling charge to cover restocking, processing and resending of the alternate item.  

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 that I can't exchange or return?

Yes, there are a few exceptions to our exchange and return policy. Please note the following:

• Climbing Equipment and Technical Height Safety Equipment: All purchases in this category are considered final and cannot be exchanged or credited, unless a warranty replacement or repair is required under consumer law.

• Equipment Intended for Life Support: For your safety, we cannot accept returns or exchanges on any equipment intended for life support.

• Gift Cards: Gift card purchases are non-refundable and cannot be exchanged.

Additionally, please be aware that we are unable to exchange or refund products that were purchased on clearance pricing or heavily discounted (30% or more off). We encourage you to carefully review your selection before making such purchases.

However, we do want to ensure your satisfaction with our products, which is why we offer a 7-day exchange period for climbing helmets, specifically for sizing purposes. Similarly, rock shoes come with a 14-day exchange window for sizing adjustments.

For any other inquiries or to initiate a return or exchange within our policy guidelines, please feel free to contact our customer support team. We're here to assist you and ensure you have the best experience with our products.