Shipping & Returns

1.1 Order processing and delivery estimates

We process orders as promptly as reasonably possible after payment has cleared. Any dispatch or delivery timeframe shown on our website, at checkout, or in an order update is an estimate unless we expressly agree otherwise. Business days exclude weekends and public holidays. Pre-order, back-order, special-order, oversized and supplier-direct items may take longer; any known lead time will be stated or communicated where reasonably possible. We may send an order in more than one shipment.

1.2 Shipping charges

Shipping is charged at the rate shown at checkout or in a freight quote. Rural addresses, remote areas and oversized or heavy products may require an additional charge. If the online rate is not suitable for the actual consignment, we will contact you before dispatch and will not proceed with the additional charge without your agreement.

1.3 Delivery address

Please provide a complete and accurate delivery address, contact number and any access information needed by the carrier. Address changes are not guaranteed once fulfilment has started. If an incorrect or incomplete address supplied by you causes a redirection, return or redelivery, we may ask you to pay the carrier's actual, reasonable additional cost.

1.4 Our responsibility for delivery

Where we arrange delivery, Strictly Outdoors is responsible for dealing with the carrier and for the order reaching you in acceptable condition and within the agreed time, or within a reasonable time if no time was agreed. Tracking updates are helpful but do not remove our responsibilities under New Zealand law.

1.5 Missing, delayed or damaged deliveries

If an order is late, missing, incomplete or damaged in transit, contact us first so we can investigate and resolve it. For damage, please keep the item and packaging where practical and send clear photos of the parcel, shipping label, packaging and damage. Telling us promptly helps us preserve evidence and meet carrier claim timeframes, but it does not remove any rights you have under New Zealand law.

1.6 Delays outside reasonable control

Weather, road closures, carrier disruption, port delays and other events outside reasonable control can affect delivery. We will provide information available to us and work with you on a practical solution. If a delay becomes substantial, contact us to discuss the available options and your legal rights.

1.7 Pickups

Pickups are by appointment only. Please wait until we confirm that your order is ready, then contact us on the day to arrange a suitable pickup time. We do not operate a walk-in showroom.

2.2 Cancellation before dispatch

If you ask to cancel 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. However, the charge will never exceed the reasonable, non-recoverable cost and loss we actually incur because of that cancellation. If 10% would be materially more than those costs, we will reduce the charge. We can explain the basis of the charge on request.

2.3 Why a cancellation charge applies

The charge is not a source of profit. It is used only to recover reasonable costs that arise when an order is placed and then cancelled, which may include:

• payment-provider, card, bank, finance or buy-now-pay-later fees that are not returned to us;
• staff time needed 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.

Some payment providers charge us as soon as payment is accepted and do not return all of that fee when a refund is processed. This can apply whether or not the product has left our premises. We do not keep more than our reasonable, unrecoverable costs and loss.

2.4 When the cancellation charge does not apply

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

2.5 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 cancel the order. 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. Otherwise, we may arrange redelivery at the carrier's actual additional cost.

3.1 Change-of-mind returns

Please choose carefully and check product dimensions, specifications, vehicle compatibility and intended use before ordering. Strictly Outdoors does not provide a refund, return, exchange or store credit if you change your mind, your circumstances change, you order the wrong item, or you find a cheaper option elsewhere. This also applies to sale and clearance products. We may choose to make an exception, but are not required to do so and any exception must be agreed by us in writing before an item is returned.

3.2 Faulty, unsafe, damaged, incorrect or misdescribed products

If a product does not meet a guarantee under the Consumer Guarantees Act, we will provide the remedy required by law. Depending on the nature of the issue, this may be a repair, replacement, refund or compensation. For a minor problem that can be fixed, we may choose the remedy. For a failure of substantial character, you may reject the product and choose the remedy available to you under the Act. A statutory refund will not be reduced by a cancellation, administration or restocking fee.

3.3 Problems not caused by a product failure

A remedy is not normally available where the problem was caused by misuse, an accident, normal wear and tear, a failure to follow supplied instructions or reasonable care requirements, use outside the product's stated limits, or an unauthorised modification. Every claim will be considered on its facts and in accordance with applicable law.

3.4 Manufacturer warranties

Any manufacturer's or express warranty applies in addition to, and does not replace, the rights and remedies available under New Zealand law. A stated warranty period does not automatically limit how long Consumer Guarantees Act protections may apply.

4.1 Contact us before returning anything

Contact us through our Contact Us page or Warranty Claim Form before sending anything back. A product must be returned only to the address or freight depot we provide. Our pickup location may not be the correct returns address, and freight sent without approval may be refused or may not qualify for reimbursement.

4.2 Information we need

Provide your name, order number, contact details, the product involved, a clear description of the issue and supporting photos or video where useful. Proof of purchase may be requested.

4.3 Safety and repairs

Stop using an item if continued use may be unsafe or could cause further damage. Wait for our return, inspection or collection instructions. Do not arrange third-party repairs unless we agree, or you are otherwise entitled to do so by law.

4.4 Packaging and reasonable care

You are responsible for taking reasonable care of a product while it is in your possession and for preparing it safely and adequately for return. Where practical, use the original packaging or packaging materials that provide protection reasonably equivalent to the way Strictly Outdoors shipped the product to you. The product should be secured against movement and protected from ordinary impacts, pressure, moisture and handling during transport. Follow any packing, labelling, palletising or dangerous-goods instructions we or the carrier provide.

Original packaging is helpful but is not a condition of a valid remedy under the Consumer Guarantees Act. If additional damage is directly caused by clearly inadequate packaging or a failure to follow reasonable return instructions, you may be responsible for that additional damage to the extent permitted by law. This does not make you responsible for the original product fault or for loss or damage caused by a carrier we arrange after it accepts a properly packaged item.

5.1 Freight is assessed case by case

Return freight can vary significantly depending on the product's size and weight, the collection location, the carrier available, whether specialist handling is needed and whether the claim is accepted. Contact us before arranging freight. We will confirm the return method, destination and any approved freight contribution for that particular case.

5.2 Accepted warranty or Consumer Guarantees Act claims

Where a warranty or Consumer Guarantees Act claim is accepted and the product was originally freighted to you, Strictly Outdoors will generally arrange or cover reasonable standard return freight. We consider this the right approach and will also meet any freight obligation imposed by New Zealand law. Coverage is limited to the reasonable method we approve. If you choose a different, premium or urgent service without our prior approval, you may be responsible for the additional cost.

5.3 Rural and remote locations

Standard return freight does not normally include a rural or remote pickup surcharge where a reasonable non-rural option is available. In that situation, you are responsible for taking the adequately packaged product to the nearest practical carrier depot or freight drop-off point in a local town, or to another suitable non-rural address where the extra surcharge will not be incurred. For an accepted claim, Strictly Outdoors will then arrange or cover the approved standard freight from that point.

We will apply this requirement only where it is practical and would not impose significant cost or difficulty on you. If no reasonable depot or non-rural handover point is available, contact us so we can assess another lawful and practical arrangement.

5.4 A different or more expensive return location

If the product is being returned from a different address than the original delivery address, or from a location that is materially more expensive to service, we may ask you to pay the reasonable additional amount above the cost that would have applied from the original delivery location. We will explain and agree any customer contribution before arranging the return. This does not apply where Strictly Outdoors is required by law to meet the full reasonable cost.

5.5 Return-to-base warranty for collected orders

If you collected the original order from a Strictly Outdoors location, a return-to-base warranty normally applies. This means you are responsible for returning the product to the return location we nominate and for your cost of doing so. Once the claim is accepted, any repair, replacement or other remedy will be provided as required by the applicable warranty and New Zealand law.

5.6 Large, heavy or installed products

The rural, additional-cost and return-to-base rules above do not override rights that cannot lawfully be excluded. If rejected goods cannot be returned, removed or transported without significant cost because of their size, height or method of attachment, Strictly Outdoors will arrange collection at its expense where required by the Consumer Guarantees Act. Contact us before moving or dismantling a large or installed product.

5.7 Inspection and a claim that is not accepted

We will not make a remedy conditional on payment of an assessment fee. If inspection reasonably establishes that the product complies with the applicable guarantees and the issue is not covered, we may ask you to pay reasonable return, inspection or redelivery costs, but only where the charge is lawful and was disclosed before it was incurred wherever reasonably possible.

5.8 Refund method and timing

Approved refunds will be processed promptly to the original payment method wherever practicable. Your bank or payment provider may then take additional time to show the funds in your account. Where New Zealand law entitles you to a refund, we will provide the refund in the form and amount required by law and will not require you to accept store credit instead.

5.9 Unshipped freight charges

When we accept a cancellation before dispatch, any delivery amount not used or committed will be refunded. If the carrier or booking platform has already imposed a non-recoverable cancellation or booking charge, that actual reasonable cost may form part of the cancellation cost described in section 2.

6.1 Delivery, cancellation and return enquiries

For delivery questions, cancellation requests or returns, please use the Contact Us page on the Strictly Outdoors website. For a product fault or warranty issue, use our Warranty Claim Form so the right information reaches the team promptly.

6.2 Related policies

This policy should be read together with our Terms of Service, Privacy Policy and any product-specific warranty or delivery information provided at the time of sale.