Returns, Exchanges and Warranties

 

RETURNS, EXCHANGES, AND WARRANTIES

 

Sometimes things just don’t work out the way we want them too!

However, don’t worry at least if you have purchased something from Base Outdoors we have got you covered!

At Base Outdoors we stand behind our products and want you to be 100% happy with your purchase.

If for any reason you are not entirely satisfied with your purchase you are welcome to return it to us within 14 days of purchase for either a refund or exchange. The only exceptions to this policy are items sold as seconds or clearance although these items can be exchanged but not refunded, so please choose these carefully. Items that have been worn/used that are not considered faulty cannot be returned.

To return your product, please email us at support@baseoutdoors.co.nz and let us know the item(s), the reason for return and the original sale date. You will need your purchase receipt as returns cannot be processed without proof of purchase. Once your return request has been processed, we will issue you with a Return Authorisation Form which you must return with the goods.

CHANGE OF MIND RETURNS

If you are returning your item because you have changed your mind or the sizing is not correct the returned item must be in its original unworn/unused condition. Items returned will be either refunded minus the original shipping cost or exchanged for either another item or size to equal or lesser value. All shipping costs will be the responsibility of the purchaser for items that are not returned as faulty. Change of mind returns/exchanges may not be able to be processed at retail events and pop-up shops due to stocking and other issues.

FAULTY PRODUCT RETURNS

If an item is delivered faulty, we will process the return and cover the shipping costs of the purchase in full (products sold within New Zealand and Australia). Please email us providing details of the problem and we will issue you with a Return Authorisation Form which must be included with the goods when they are returned. Depending on the item we may forward to you a pre-paid courier bag for you to return the goods in.

WARRANTY

All products sold by Base Outdoors are covered by The New Zealand Consumer Guarantees Act. We warranty the product will be free from defects in materials or workmanship for 12 months from the original purchase date. This warranty covers defective materials or construction of your goods but excludes damage from normal wear and tear or damage resulting from caring for your product in a way that does not comply with the products care and or maintenance instructions. Please email us with details of the defect and we will provide you with a Return Authorisation Form. We may request more information regarding the nature of the defect and its care and maintenance since purchase before accepting the return.

PROCESSING OF REFUNDS OR EXCHANGES

Once we have received your goods with the attached Return Authorisation Form, we will process the return and process the credit or provide the exchange within ten working days provided your return meets our returns policy. We will contact you by email, or phone to advise you once the return processing has been completed.

REFUNDS AND CREDITS

Once your return has been inspected, approved and processed, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within ten working days. If you have not received your refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted to your account. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you have done all of this and you still have not received your refund yet, please contact us again and we will chase things up for you. 

If you have any queries or questions, please contact our friendly customer services team by either email or phone as we are happy to help.

Thanks from the team at Base Outdoors!