Refund policy

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.

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

Big Agnes by 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.