Returns & Exchanges

Contact Us

Our customer support team is here to help.

Phone

0800 001 234
Email
support@kathmandu.co.nz
Support Hours
Mon-Fri 8.30am-5pm NZST

Kathmandu provides quality outdoor gear for travel and adventure that is built to last. We believe you will be fully satisfied with your Kathmandu product.

We are committed to complying with all obligations under consumer law. Any rights you have under this policy in relation to your Kathmandu product are additional to any rights you may have under consumer laws.

If you have any questions or require any assistance concerning this policy, please Contact us.

Change of mind

For most items, if you change your mind about your purchase you can return the item or exchange it (subject to stock availability).

Goods must be returned in unused condition, in original packaging (with tags attached) along with proof of purchase and within 30 days of the purchase date.

If you change your mind on an item purchased in-store, you can exchange this for another item (subject to stock availability) or receive a Kathmandu Credit Voucher or a refund (via the original payment method) to the value of the purchased goods.

If you change your mind on an item purchased online, you can receive a full refund of the product price (any delivery charges will not be refunded) or we are happy to offer an exchange (subject to stock availability). We will provide a refund on online orders in the same form as your original payment. View our Returns Policy.

Please allow 14 business days for us to receive and process your return. We will notify you by email when we have exchanged your return items or processed your refund. It may take an additional 4-5 business days for the refund to be credited against your original payment method. Processing times for exchanges or refunds may take longer during sale periods.

Damaged or faulty items

Kathmandu is committed to providing you with quality products. Our gear is thoroughly tested throughout our design process and we stand behind the quality of the products that bear our name. However, in the unlikely event that you have received a damaged, faulty, or incorrect item please contact us and one of our Team Members will be ready to assist you by taking you through your available options.

How to return an item

Returning an item by post

To return an item by post for refund or exchange, follow the returns procedure on your packing slip or download the Product Returns Form and fill it in. Make sure you include the reason for requesting a refund or exchange. For exchanges, please also specify the size and colour of the replacement items (exchanges are subject to stock availability). Do not include your credit card details on this form or in any correspondence.

To protect your return from damage during delivery, please use strong external packaging. For all returns that relate to a change of mind, postage must be paid for by the returnee and will not be refunded. In the case of an exchange, delivery charges for the replacement item will be at Kathmandu’s expense. We also recommend you obtain proof of postage to track your return. We take no responsibility for returns lost in the delivery process. You will need to contact your delivery provider to locate your parcel.

Please note: If you have created an online account, your order details can be found in the ‘My Orders’ section of My Account.

Please send your completed slip or form and item to:

Online Returns
Kathmandu Ltd
33 Kennaway Road
Woolston
Christchurch 8023
New Zealand

In-store returns

Take the item to any Kathmandu store with your proof of purchase.

Returns for items purchased from an authorised 3rd party

Items purchased online via Afterpay, TradeMe and other authorised third party resellers can only be returned via post with your packing slip. Items purchased using PayPal, e-Gift card or credit card may be returned in store or via post with your packing slip.

If your purchase was via Ebay, please raise a return request and return via post.

product return guide

International returns

You can return an item by post using any international postal service or courier. We recommend you mark your parcel as ‘returned goods’ to avoid customs delays.

On international orders, we will not reimburse the cost of return shipping, or accept liability for customs duties or taxes. Please note we do not offer exchanges for international orders. If an alternative product is required, you will have to place a separate order for this.

International returns can take up to 21 business days (excluding weekends and public holidays) for international returns to be received by our warehouse. Please also allow three business days from the date of receipt for your return to be reflected in our system. We will send an email to confirm your refund. It will then take up to 10 business days for the refund to be credited against your original payment method. Refunds may take longer to process during sales periods.

Our returns and exchanges policy

Any rights you have under this policy in relation to your Kathmandu product are additional to any rights you may have under consumer laws.

All change-of-mind refunds are issued at the discretion of Kathmandu. We reserve the right to refuse a refund or exchange for a Change of Mind request if it does not comply with these conditions.

Our change-of-mind policy does not apply to goods sold as ‘seconds’ or gift cards or NZ DOC Hut Tickets.

For online purchases made as a ‘Guest’ customer, we are only able to arrange an exchange by creating an ‘Online Account’. Unless we are instructed otherwise, we will create an ‘Online Account’ for all ‘Guest’ customer exchanges. Alternatively, we can arrange a refund via the original payment method, so that another ‘Guest’ purchase can be placed independently.

If you have any queries or require any assistance concerning this policy, please Contact us.

Can't find the answers to your questions?

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