Refund Policy

1.1 Who this policy applies to

This policy applies to retail purchases made directly from Strictly Outdoors Ltd through our website or another sales channel operated by us. Product-specific terms or an express warranty may provide additional rights, but cannot remove rights that apply under New Zealand law.

1.2 Meaning of a refund

A refund is money returned after an order cancellation, an accepted product claim, an overpayment, or another circumstance where Strictly Outdoors agrees or is legally required to return payment. Different rules apply depending on why the refund is requested.

2.1 No automatic right to a change-of-mind refund

Please choose carefully and check product dimensions, specifications, quantities, vehicle compatibility and intended use before ordering. Strictly Outdoors does not provide a refund, exchange or store credit because you change your mind, your circumstances change, you order the wrong product, or you find a cheaper option elsewhere.

2.2 Sale and clearance products

Sale, clearance and discontinued products are also not eligible for a change-of-mind refund. They retain the same Consumer Guarantees Act protections as other products unless a specific fault or condition was clearly disclosed before purchase and the claim relates only to that disclosed matter.

2.3 Discretionary exceptions

We may choose to make an exception, but are not required to do so. Any exception must be agreed by us in writing before a product is returned and may be subject to reasonable return freight, inspection, repackaging or restocking conditions disclosed at that time. A discretionary exception does not create an ongoing right or change this policy for other purchases.

3.2 Cancellation before dispatch

If you request cancellation before dispatch and we agree, a 10% cancellation and restocking charge, calculated on the value of the cancelled products, will be deducted from the refund. The charge will never exceed the reasonable, non-recoverable cost and loss we actually incur because of the cancellation. If 10% would be materially more than those costs, we will reduce the charge and can explain its basis on request.

3.3 What the cancellation charge covers

The charge is not a source of profit. It recovers reasonable costs that can arise as soon as an order and payment are processed, including:

• payment-provider, card, bank, finance or buy-now-pay-later fees that are not returned to us;
• staff time required to verify, stop, reverse and reconcile the order and payment;
• supplier cancellation, handling, stock allocation or special-order costs already incurred; and
• picking, packing, freight-booking or restocking work already completed.

3.4 Why payment fees may remain payable

Some banks, card processors, finance providers and payment platforms charge Strictly Outdoors when payment is accepted and do not return all of that fee when a refund is processed. These costs may remain payable whether or not the product has left our premises. We retain only our reasonable, unrecoverable cancellation costs and loss.

3.5 When the cancellation charge does not apply

We will not charge the cancellation fee where we cancel because we cannot supply the order, where cancellation results from our breach, or where a full refund or another remedy is required by the Consumer Guarantees Act, Fair Trading Act or other applicable law.

3.6 After dispatch

Once an order has been dispatched, it cannot be cancelled as a change-of-mind request. Refusing delivery or failing to collect a parcel does not automatically create a right to a refund. If we agree to unwind the order, we may deduct actual, reasonable outward and return freight costs and any permitted cancellation cost, but only to the extent allowed by law.

3.7 Special statutory cancellation rights

If a transaction is subject to a specific legal cancellation or cooling-off regime, including any applicable rules for layby or uninvited direct sales, those rules apply instead of any inconsistent part of this section.

4.1 Consumer Guarantees Act

If a product is faulty, unsafe, not of acceptable quality, unfit for an agreed purpose, significantly different from its description or sample, or otherwise fails a guarantee under the Consumer Guarantees Act, Strictly Outdoors will provide the remedy required by law. A refund is one possible remedy, but it is not the automatic remedy for every problem.

4.2 Minor problems that can be fixed

For a minor problem that can be remedied, Strictly Outdoors may choose to repair the product, replace it with an identical product where reasonably available, or provide a full refund. The remedy will be provided at no charge and within a reasonable time as required by law.

4.3 Failure of substantial character

If the failure is of substantial character, cannot be remedied, is unsafe, or is not remedied within a reasonable time where required, you may have the right to reject the product and choose a refund or an available replacement, or keep it and claim compensation for the reduction in value. The available remedy depends on the circumstances and applicable law.

4.4 Incorrect, misdescribed or transit-damaged products

If we send the wrong product, the product is materially misdescribed, or it arrives damaged through delivery we arranged, contact us promptly. We will assess the issue and provide the remedy required by law. Prompt notification and photos help us preserve evidence, but do not remove legal rights.

4.5 Statutory refunds are not reduced by fees

Where you are legally entitled to a refund, we will not deduct a cancellation, administration, card-processing, payment-provider or restocking fee from that refund. We will also meet reasonable freight or related costs where required by law and our Shipping & Returns Policy.

4.6 Manufacturer and express warranties

A manufacturer or express warranty applies in addition to New Zealand consumer law. A warranty period does not automatically limit how long Consumer Guarantees Act protections may apply, and a warranty term cannot remove a statutory refund right.

5.1 Problems caused after supply

A refund, repair or replacement is not normally available where the problem was caused by misuse, accidental or intentional damage, use outside stated limits, failure to follow supplied instructions or reasonable care requirements, or an unauthorised modification that caused the issue.

5.2 Normal wear and reasonable product life

Normal wear and tear is not a product failure. Whether a product has lasted a reasonable time depends on factors including its type, price, age, condition, expected use, maintenance and statements made about durability.

5.3 Unauthorised repairs

Contact Strictly Outdoors before arranging third-party repairs. Going elsewhere before giving us a reasonable opportunity to inspect and remedy the problem may affect your claim, unless we refuse or fail to act within a reasonable time or you are otherwise entitled to arrange the remedy under law.

5.4 Delay in rejecting a product

A right to reject goods must be exercised within a reasonable time under the Consumer Guarantees Act. What is reasonable depends on the product, the fault, when it became apparent and the opportunity to inspect it. Losing a right to reject does not necessarily remove every other remedy.

5.5 Each claim is assessed on its facts

We will investigate a claim fairly before deciding whether a refund or another remedy applies. We may request proof of purchase, photos, video, serial numbers, return of the product or a reasonable opportunity to inspect it. Original packaging is helpful but is not a condition of a valid Consumer Guarantees Act remedy.

6.1 Amount refunded

An approved refund will be calculated from the amount actually paid for the affected product after any discount, credit or promotion. We will not refund more than the amount paid, except where additional compensation or costs are required by law.

6.2 Bundles, multi-buy offers and free products

If products were sold together under a bundle or multi-buy promotion, the refund for an affected product will reflect the price reasonably allocated to that product after the promotion. Any statutory entitlement will be honoured and the calculation will not be used to reduce a legal remedy.

6.3 Delivery and return costs

Original delivery charges and return freight will be refunded, paid or reimbursed where required by law. In other cases, freight treatment depends on why the order is being refunded and the approved return arrangement in our Shipping & Returns Policy.

6.4 Unused delivery charges on a pre-dispatch cancellation

When we accept cancellation before dispatch, any delivery amount that has not been used or committed will be refunded. A non-recoverable carrier cancellation or booking fee may form part of the reasonable cancellation cost described in section 3.

6.5 Original payment method

Refunds will be returned to the original payment method wherever practicable. A refund legally due in money will not be replaced with store credit unless you freely agree to that alternative. Amounts originally paid using a gift card or store credit may be returned to that method where lawful and appropriate.

6.6 Buy-now-pay-later and finance payments

If you paid through a finance or buy-now-pay-later provider, we will submit the approved refund through that provider. Your payment schedule, account adjustment and the time funds become available are then handled under the provider's process. Continue making required payments until the provider confirms the adjustment, unless the provider tells you otherwise.

6.7 Split payments

Where more than one payment method was used, we may divide the refund between those methods in proportion to the amounts originally paid or as required by the payment providers and applicable law.

7.1 Requesting a refund

Contact us through our Contact Us page for an order cancellation or payment issue. For a product fault or warranty issue, use our Warranty Claim Form. Include your order number, contact details, the reason for the request and any supporting information requested.

7.2 Assessment and return

We may need to inspect or test a product before confirming the available remedy. Do not return a product until we provide instructions. Any return must follow our Shipping & Returns Policy, including the case-by-case freight and reasonable packaging requirements.

7.3 Processing time

Once a refund has been approved and any required return or verification is complete, Strictly Outdoors will process it promptly. The time needed for the money to appear after processing depends on your bank, card issuer, finance provider or payment platform and is outside our direct control.

7.4 Refund confirmation

We will provide confirmation when the refund has been processed. If the funds do not appear after the payment provider's normal processing period, contact the provider first and then contact us if transaction information is required.

8.1 Refund and cancellation enquiries

For refund, payment or cancellation enquiries, use the Contact Us page on the Strictly Outdoors website. For a product fault or warranty matter, use our Warranty Claim Form so the right information reaches the team promptly.

8.2 Related policies

This policy should be read together with our Shipping & Returns Policy, Terms of Service, Privacy Policy and any product-specific warranty information supplied at the time of sale.