All sales are final, except where we approve a "change of mind" return. Your purchase is however covered by the Consumer Guarantees Act and most come with a comprehensive Manufacturer's Warranty aswell.
See below to check if your purchase is eligible for a return, and how to go about it.
Product faults and Warranty claims
As a retailer, the products we offer are purchased in good faith from manufacturers and authorised distributors, primarily in New Zealand and Australia.
Some products can be returned to us to handle the warranty process on your behalf, but the majority will require you to submit a warranty claim or support request through the relevant app or website directly. We can absolutely advise you about the best way to go about the process, for the best chance at obtaining the result you are after.
Please allow several weeks for warranty claims and product support.
Change of mind returns
We have a 14 day “change of mind” return policy, which means you have up to 14 days (or 30 days if purchased in December) after receiving your item to request a refund, store credit or product exchange for eligible purchases. Approval of returns is at our discretion. Your return must meet our eligibility criteria below, ie the item cannot be a non-returnable item, a clearance item (labelled "Clearance" or "Final Sale") or a gift card and it must be in sellable condition (see below for more details). Shipping fees are non-refundable and a re-stocking fee of 10% applies to all change of mind returns. This contributes towards costs we have already incurred on your purchase. The re-stocking fee is waived if you choose an exchange or store credit.
"Cancelled" orders are treated the same as all other change of mind orders, though we may be able to refund the shipping fee if you catch us before we have we have paid for freight. Please bear in mind, we may have already paid for freight, even if you have not received the shipping confirmation email.
If you choose a product exchange, we will need to first receive and approve the returned item, followed by also receiving payment of any difference, (plus any shipping fees for the exchanged item), if the product requested is a higher price than the one you are returning. If the product requested is a lower price than the one returned, we will refund the difference.
Elligibity and Non-returnable items
Certain types of items cannot be returned, including perishable goods, custom products, personal care items, consumables, hazardous materials, electronic goods, flammable liquids, gases or items where a warranty claim is in progress with the manufacturer. Specific non-returnable items include, but are not limited to: socks and underwear, suncreen and anti-chafe, for hygiene reasons.
We cannot accept returns on "clearance" or "final Sale" items, or items that are discounted by 40% or more. We encourage you to carefully review your selection before making such purchases.
We also cannot accept returns of gift cards. We suggest you treat these as though they are cash or a credit card and take steps to protect them from loss, theft and misuse. We have no way of ascertaining if the person redeeming them is the righful owner.
Further to this, any product returns must be in sellable condition, ie. it must be clean, unworn, unused and unwashed, with original undamaged, unmarked tags still attached, and in its original undamaged, unmarked packaging, with any bite valves still shrink-wrapped. You may also need to provide the receipt or proof of purchase.
How to
Assuming the item meets the criteria above, either log in to your account (see the profile button in the website header), or contact us at hello@strideperformance.co.nz. If your return is provisionally accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be approved.
Shipping Costs and Liability
You will be responsible for arranging your own shipping and meeting any shipping costs for returning your item. The product must be returned in a sealed courier bag or box. Please do not write the shipping address or apply shipping labels directly on shoe boxes...
We suggest using a tracking service and/or buying shipping insurance for returning high value items.
Approving Returns
We will notify you once we have received and inspected your return, and let you know the outcome and what options you may have.
If a product exchange is approved, you will receive an email notification to this effect. We will further advise you if there is a difference in the value between the returned product and the replacement product and any amount that is owed by you or to you. Once the replacement item has been shipped to you, our usual shipping policy will apply.
If a refund/store credit is approved, you will receive an email confirmation, and you will generally receive the refund or store credit (less any re-stocking fee) within 10 business days of approving the return. If you do not receive your refund in this time, please check with your bank or credit card company.
If your return is not approved, the product will be shipped back to you at your cost.
If you have any questions about your return, or proposed return, please contact the team at orders@trektrailfish.co.nz.
In the case of "cancelled" orders, where we have been able to cancel the order at your request, please be aware your credit card company may have placed a holding payment on your card, for the amount of your order. This will be removed, usually after a few days. If you have any concerns, or if the holding payment is not removed, please call your credit card company to get it sorted.
!
