Last updated: 6 September 2026

Kayak New Zealand Limited (trading as New Zealand Kayak School) (“we”, “us”, “our”) operates both an online retail store and a bricks-and-mortar location in Murchison, New Zealand. “You” and “your” refer to the customer purchasing from us. We are committed to providing you with an honest and consistent approach to orders, exchanges, and returns. The Consumer Guarantees Act 1993 underpins our returns policy.

This policy concerns our retail processes only. Please see our Cancellation Policy for further information regarding our training courses.

Final Sale and Returns

All retail purchases are final sale, and we do not accept “change-of-mind” returns.

We care that you are satisfied with your purchase, so please take the time to do your homework before purchasing. If you are unsure about an item or have specific questions to ask, you are welcome to contact us for shopping support.

Final sale does not affect your rights under the Consumer Guarantees Act 1993 if an item is faulty, not fit for purpose, or not as described.

Exchanges

If you make a purchase that isn’t quite right (e.g. size or colour), we are happy to exchange your item. To be eligible for an exchange:

1. You need to contact us within 14 days of your purchase date.
2. The item needs to be returned to us unworn/unused with the original tags attached.
3. The item’s packaging needs to be in original and resalable condition.
4. You need to provide your order confirmation details.

Please be aware that if you choose to exchange an item, you are responsible for covering the shipping costs in both directions – returning the item to us (see Return Shipping Information below) and shipping the replacement item back to you.

Refunds

Where an item is faulty, not fit for purpose, or not as described, you are entitled to a refund (or a repair or replacement, as set out in Warranties below) – we will not offer store credit alone as a substitute for these rights.

Where a refund is approved outside of your Consumer Guarantees Act 1993 rights (for example, as a goodwill gesture in exceptional circumstances), we may offer store credit or a refund, at our discretion.

Any refund offered will be less the shipping costs paid at the time of purchase. You are responsible for paying your own shipping costs to get the item back to us (see Return Shipping Information below). Your refund will be processed once we receive your item and applied to your original method of payment within 10 business days.

We reserve the right to refuse the return of incomplete, damaged, used, or otherwise non-conforming items, and to charge a restocking fee of 15% on any such item.

To make a warranty claim, please contact us. You need to provide proof of purchase, or your claim may not be considered. Faulty items must be sent back to us so that we can inspect them and discuss the fault with the manufacturer. Warranties cover faults in materials and workmanship. Warranties don’t cover consumables, general wear and tear, or excessive use.

Where a fault is minor, we’ll choose to repair, replace, or refund the item. Where a fault is major, you can choose between a replacement and a refund. Your Consumer Guarantees Act 1993 rights aren’t limited by any warranty decision we make.

See Return Shipping Information below for how to send items back to us.

We undertake minor repairs by request, and these are completed to a high standard – we back our work. Where a repair falls outside of our skills or available resources, we will communicate this to you.

You may need to send items to us for:

• Return or refund.
• Exchange.
• Warranty.
• Arranged repairs.

You are responsible for the shipping costs to get an item to us, except where an item is faulty, not fit for purpose, or not as described, in which case your return shipping costs are covered.

We recommend that you use a tracked courier service and understand that the item remains your responsibility until it is received on-site at the New Zealand Kayak School, Murchison. We do not accept any responsibility for items damaged or lost during the return journey to us.

Murchison is “urban delivery” with NZ Post and serviced twice daily. Sending via NZ Post will avoid any “rural delivery” charges in shipping costs back to us. If using another company, please note that we are considered “rural delivery”, and allow an extra day or two for your item to arrive here.

Return address details:

[Please write one] Repairs | Shop | Daan & Jess
New Zealand Kayak School
111 Waller Street
Murchison 7007
New Zealand
Phone: +64 3 669 3330

Lots of our shop stock arrives from overseas. We offer pre-orders and custom orders to ensure you get the item you need. Once your order is arranged with us, we’ll email you a deposit invoice to confirm your purchase. By paying your deposit, you enter into a contract to purchase the item, with the balance of the retail price payable before we dispatch your item to you.

For pre-orders of “standard” items (off-the-shelf, non-customised), the deposit is approximately 25–50% of the retail price. “Change-of-mind” on a standard order means that you will forfeit your deposit.

For pre-orders of “custom” items (customised specifically for you, not off-the-shelf), the deposit is approximately 50% of the retail price (RRP) and is non-refundable. “Change-of-mind” on a custom order means that you will forfeit your deposit.

Gift vouchers can be arranged, are valid for 3 years from the date of issue, and cannot be redeemed for cash or refunded. Lost or stolen vouchers cannot be replaced.

We make every effort to ensure that product descriptions, images, and specifications on our website are accurate and up to date. However, from time to time, small variations can occur – for example, due to manufacturer updates, stock substitutions, or differences between production batches. This may mean an item you receive differs slightly from what is shown on our website, such as a minor colour variation (e.g. receiving black carabiners instead of silver, where the carabiner is otherwise identical in specification and function).

These minor variations do not affect the safety, quality, or functionality of the product, and are not considered a fault or grounds for a return under this policy. An item that differs materially from its description – for example, in specification, function, or quality, rather than just appearance – is not covered by the above, and your rights under the Consumer Guarantees Act 1993 are not affected by this section.

Please get in touch if you:

• Would like to request an exchange.
• Think you have a warranty claim.
• Would like to place a pre-order or custom order, or arrange a gift voucher.
• Receive an item that differs materially from its description.

New Zealand Kayak School
111 Waller Street
Murchison 7007
New Zealand
Email: admin@nzkayakschool.com
Phone: +64 3 669 3330

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