Refund Policy
Eligibility for Returns
Tough Gear accepts returns on most products within 14 days of delivery. Items must be unused, in original packaging, and in resellable condition.
Return Shipping Costs
Customers are responsible for return shipping unless the item is faulty or incorrect. For faulty items, we cover all costs under the Consumer Guarantees Act 1993.
Faulty, Damaged, or Incorrect Items
If your product arrives damaged or develops a fault, contact us immediately with photos and proof of purchase. We will repair, replace, or refund in line with NZ consumer law.
Return Conditions Explained
-
Original condition — The item must be unused, unwashed, and free from damage, marks, or wear. It should look the same as when you received it.
-
Original packaging — All tags, labels, boxes, and accessories must be included. Packaging should not be torn or heavily damaged.
-
Proof of purchase — A receipt, order confirmation, or invoice is required so we can verify the purchase.
-
Return timeframe — Returns must be requested within 14 days of delivery. After this period, only faulty‑goods claims are accepted under NZ consumer law.
-
Condition inspection — Once the item arrives back with Tough Gear, it will be checked to ensure it meets the return criteria before a refund or exchange is approved.
Repair/ Replace/Refund Options
-
Repair option — If the item has a manufacturing fault, Tough Gear may repair it first if a repair is reasonable and safe.
-
Replacement option — If repair is not possible or practical, you may receive a replacement of the same product.
-
Similar item exchange — If the exact product is unavailable, you may choose a similar item of equal value.
-
Refund option — If repair or replacement is not suitable, a refund will be issued to the original payment method.