Exchanges for Wrong Size:
Please notify us by email email@example.com that the item doesn’t fit, we will then check if alternate sizing is available. Once we receive the item back from you (max of 14 days from when you received it) we will then send out a replacement (metro addresses freight free/rural addresses $6 fee applies) Please note some specials are sizing specific so alternate sizes may be a different pricing.
Certain Conditions Apply;
1) You MUST notify us you are not happy with the item by email (firstname.lastname@example.org) within 7 days of receiving it (please quote order number).
2) Products must be received back to us within 14 days of you receiving it.
3) We do not allow physical returns to the returns address (unless is large/fragile item such as Surfboard/Bodyboard & an appointment time will be required) All other items are to be returned by postage/courier only.
4) You are responsible for freight cost to get the item back to us (we recommend that you use a courier service with tracking info as we are not responsible for items that are not received)
How to Return:
We will only accept returns that are
- Folded neatly
- In original bag
- Not worn or dirty
- With tags
- In ‘As New’ resalable condition
If your return is not as above, it will not be processed.
Change of Mind Policy:
There is no return or exchange where the customer has had a change of mind, if the goods are faulty we will meet our obligations under the Consumer Guarantees Act.
Warranty Returns Policy:
All the products we sell are backed by a manufacturer’s warranty. If there is a defect, fault or failure due to the manufacturing process this will be replaced, repaired or refunded depending on our suppliers policies & warranty periods.
Unfortunately we cannot cover a fault or damage caused by wear and tear, improper use or accident.
Snapped or creased surfboards or bodyboards are not covered, snapped or creased boards are normally due to bad foot positioning, incorrect landings or forces of nature.
Surfboard / Bodyboard warranties based on manufacturing defects will need to be sent back to the supplier for evaluation. (sometimes images of the issue may be suffice this will be done on a case by case basis & contact by email is essential first to notify Sports Outdoors of a warranty issue. email email@example.com
We may not be able to replace items straight away with manufactures faults but will endeavor to get a result as soon as possible from our suppliers to get you back out enjoying the outdoors asap.
We will adhere to the Consumer Guarantees Act 1993, which states your rights under a set of guarantees that automatically apply between Sports Outdoors and the customer when a purchase is made.
We will also adhere to the Fair Trading Act 1986, which protects you from being misled or unfairly treated by traders or shops. The Act is here to prohibit misleading or deceptive conduct, false representations and unfair practices. It also sets out when information about certain products must be disclosed to consumers, and helps ensure products are safe.
What Will We Do?
If the product is under warranty the following will apply.
Repair or replacement, if neither of those are feasible with our supplier a refund may be offered.
All Warranties are return to base warranties (Auckland) As in you will need to pay for any freight incurred to return an item(s).
We recommend that you use a courier service as we are not responsible for items that are not received.
Any questions please feel free to contact us on firstname.lastname@example.org
Freight Times & Info:
Web orders are processed each evening and a courier is booked for pick-up for the following working day. North Island deliveries to Metro (town) addresses take 1-3 working days.
South Island Metro (town) addresses take 2-4 workings days.
Rural deliveries take 4-7 working days.
Tracking info will be provided to you via email so if you have not received your parcel within the above time frame please contact the courier company directly & their customer service team can assist you https://www.fastway.co.nz/ then select your closest depot.
Pick-up Only for Large/Fragile Items:
Due to the fragile nature & bulky size of Softboards & Bodyboards these items are currently only available for pick-up from our Remuera Auckland Based Location (by appointment) some after hrs times are also available. Please email us to arrange a time that suits email@example.com