My Cart (0)

No Hassle Returns, Refunds and Exchanges

Our no-hassle returns policy means that you will always have total satisfaction with your online purchase. New and unused gear can be returned back to us within 30 days for a full refund, no questions asked. You can follow the instructions below if you wish to send something back to us.

Returns Policy

Within 30 days of delivery, you may return any item you purchase in an unused and new condition with original packaging for a full refund.

We offer a simple process for returning your purchases;

  1. Download and print out our Returns Form (PDF file).
  2. Fill out the Returns Form, making sure that the 'Refund' box is ticked next to the item you are returning (For exchanges see below).
  3. Make sure all tags and labels are still attached.
  4. Send it to the following address:
Bivouac Web Returns
Unit 3, 81 Clarence Street
Tower Junction
Christchurch 8023

Unfortunately, we are unable to provide free returns for customers unless due to an order error.

We'll notify you via e-mail of your refund once we've received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 7 business days of our receiving your return.

Are there items I can't return?

All purchases on climbing equipment, underwear, gift cards and swimwear are final and cannot be returned other than where a right to a refund, replacement or repair exists under consumer law.

Exchange Policy

Maybe you chose the wrong size and need something larger or smaller, or maybe the colour doesn't suit after all and you would prefer another colour. As long as you can return the item in an unused condition with the original packaging and ensure all the tags are still attached we are more than happy to exchange your purchase.

We offer a simple process for returning your purchases;

  1. Download and print out our Returns Form (PDF file).
  2. Fill out the Returns Form, making sure that the 'Exchange' box is ticked next to the item you want to exchange.
  3. Make sure all tags and labels are still attached.
  4. Send it to the following address:
Bivouac Web Returns
Unit 3, 81 Clarence Street
Tower Junction
Christchurch 8023

Unfortunately, we are unable to provide free returns for customers unless due to an order error; but we will pay for the postage of the replacement item.

If you have any queries or problems regarding your order please email us. Quoting your order number will help enormously and we will sort things out for you as soon as possible.

To avoid purchasing the wrong sizes check out our Sizing Guides - found on each product page where we have a sizing guide available from our suppliers. If the sizing for what you wish to purchase isn't there or if you are still unsure you can contact us by email before you place your order.

Are there items I can't exchange?

Yes, like with returns, all purchases on climbing equipment, underwear, gift cards and swimwear are final and cannot be exchanged for a refund, replacement or repair under consumer law.

Warranty

Should the product be damaged on arrival, or if you discover any defects in your product, please contact us via our contact page. We will organise with you to return the item for assessment or you can take it in with a copy of the emailed sales receipt to any of our stores nationwide. After assessment we will approve repair, a replacement or refund as appropriate. All products are warranted against defects in manufacturing or materials over the reasonable life of the item.