We’re here to help if your purchase isn’t what you expected. Whether it doesn’t fit, isn’t quite what you thought, or you’ve simply changed your mind, we’ve got you covered.
1. How to Return or Exchange an Item
To be eligible for a return or exchange:
The item must be in its original packaging, with ALL labels attached, and in undamaged condition.
Packaging and labels must not be damaged, broken, or covered with return labels.
If packaging or labels are damaged or missing, we cannot process your return or exchange. You will also need to cover the shipping cost to have the item sent back to you.
Please pack all items securely to prevent damage during transit.
2. Return Timeframe
Items must be returned within 30 days from the date you received them.
Returns are processed within 3–5 business days after we receive the item.
3. Exchanges
First exchange:
You pay the cost of sending the item back to us, and we’ll send your replacement to you with free shipping.
Further exchanges:
A shipping fee will apply.
4. Refunds & Fees
A 5% fee will be deducted from refunds to cover charges taken by the payment provider when you placed your order.
We do not keep this money — it is retained by the payment provider and is not returned to us when we process a refund.
NO 5% fee applies if:
- You choose store credit instead of a refund; or
- You order multiple sizes of the same item in one purchase and decide to keep at least one. In this case, we’ll waive the 5% fee on any returned sizes; or
- We cannot supply an item due to our error, such as an item being out of stock. In this case, you will receive a full refund, and no 5% fee will apply.
Other refund details:
Original shipping costs are non-refundable.
We’ll process your refund within 5 business days after your item arrives and has been checked.
5. Order Cancellations
Orders can be cancelled if they have not yet been prepared for shipping. Please note that an order may already have been prepared before tracking details are sent to you.
A 5% fee will be deducted from refunds to cover charges taken by the payment provider when you placed your order.
We do not keep this money — it is retained by the payment provider and is not returned to us when we process a refund.
6. Refunds for Uncollected or Misaddressed Orders Returned to Us
If an order has been shipped and is then returned to us — for example, because an incorrect address was provided or the parcel was not collected — it will be treated as an order cancellation.
A refund will be issued once the item has been received back by us, less:
A. The actual shipping cost we incurred. Please note that the shipping fee charged at checkout covers only part of the true shipping cost, as we subsidise a portion of it.
PLUS
B. A 5% payment provider fee, which is non-recoverable by us and is retained directly by the payment provider.
PLUS
C. Any courier charges incurred for the item to be returned to us.
As a reminder, it is the customer’s responsibility to:
Provide the correct delivery address.
Track the parcel once it has been dispatched.
Ensure someone is available to receive the parcel at the delivery address.
7. Items We Cannot Accept for Return or Exchange
For hygiene, safety, or regulatory reasons, the following items cannot be returned or exchanged:
- Any products that have been used, worn, or tested
- Tents, bivys, shelters & related accessories
- Power banks, power stations & solar-powered items
- Airbeds, mattresses, sleeping bags & liners
- Stoves / Flipfuel
- Headlamps & torches
- Kayaks
- Climbing & mountaineering equipment
- Clothing and accessories that have been worn, used, altered, or have no tags attached
- Personal Locator Beacons
- Soap & hygiene products
- All Therm-a-Rest products
- Gift vouchers
8. Shipping Costs
Shipping fees are non-refundable.
Return shipping costs are the customer’s responsibility.
Please click the link below to start the returns process:
Click Here to Start Your Return Process
Warranty Claims
Please complete our Warranty Claim Form or email service@outdooraction.co.nz with details of the issue, along with photos and short videos where possible.
Warranty claims may take 2–5 weeks while we work with the manufacturer or New Zealand distributor.
Who pays for shipping for warranty inspections?
You will need to cover the cost of sending your item to us, or to one of our service partners, for inspection.
If the item is repaired or replaced under warranty, we’ll pay to send it back to you.
If the issue is not covered by warranty, you will need to cover the return shipping costs as well.
Warranty Claim Form
We’re committed to making your return, exchange, and warranty experience as smooth as possible.
If you have any questions, please contact us at service@outdooraction.co.nz. We’re here to help!