Refund policy

30 Day FREE returns for online orders

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. We’ll provide a FREE courier label to make it simple.

Returning Online Orders

Returning via Online

You can return online orders via courier to our Online Warehouse or in-store at one of our nine stores.

To qualify for an exchange or refund:
  • the item is returned within 30 days
  • the item is in its original, unused condition and packaging
  • you have proof of purchase
Returns Instructions:

To request a FREE courier return label, please email us at shop@bivouac.co.nz. Our Customer Service team will provide your return instructions and courier label. You can also download the Returns Form here.

Please tick the "Refund" box for a return or the "Exchange" box for an exchange.

Please ensure the item is in its original condition with tags and labels still attached and in original including packaging eg: shoebox.

Pack the item carefully so the product and the original packaging do not get damaged in transit.

If you are returning an item using a different courier return label than the one provided, please use a traceable courier.

Refunds:

Any refunds will be made to the same card/account that made the purchase. We'll notify you via email of your refund once we've received and processed the returned item (usually within 7 business days).

Exchanges:

You can choose to exchange your item for a different size, colour, or another product of the same or lesser value.

Returning via Store

Online purchases can also be returned in-store at one of our nine stores (excluding Bivouac Onehunga Outlet).

To qualify for an exchange or refund:
  • the item is returned within 30 days
  • the item is in its original, unused condition and packaging
  • you have proof of purchase

Please note, in-store purchases cannot be returned via courier to the online team. Returns should be made in person at the original store.

For any questions, please contact the store directly.

Refunds:

Please note, refunds for online orders may take up to 48 hours to be processed and will be issued to the original online payment method (the card used for the purchase).

Exchanges:

You can choose to exchange your item for a different size, colour, or another product of the same or lesser value.

Returning Instore Purchases

In-store purchases must be returned to one of our nine stores.

To qualify for an exchange or refund:
  • the item is returned within 30 days
  • the item is in its original, unused condition and packaging
  • you have proof of purchase

Please note, in-store purchases cannot be returned via courier to the online team. Returns should be made in person at the original store.

For any questions, please contact the store directly.

Refunds:

Any refunds will be made to the same card/account that made the purchase.

Exchanges:

You can choose to exchange your item for a different size, colour, or another product of the same or lesser value.

Terms & Conditions of Returns

Bivouac Outdoor reserves the right to decline return or refund applications where it deems that the product has been purchased for commercial reasons including selling on marketplaces.

Clean & safe returns:

We understand that buying online can be tricky. When trying on your items at home, please do so on a clean or carpeted surface where possible. To protect the health and safety of our team members, all returned items must be clean, unworn, and in sanitary condition. Returns may be refused, or a cleaning fee may apply, if items are damaged, marked, worn, or returned in an unsuitable condition.

Are there items I can't return or exchange?

For hygiene and safety reasons, climbing equipment, underwear, swimwear, and gift cards can’t be returned unless required under consumer law.

Sizing:

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.

Repairs/Faulty Goods

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.

Osprey's All Mighty Guarantee

Should you find any defect in the way your pack has been built, we will restore your pack to a functional condition through repair or replacement without any charge under the Osprey All Mighty Guarantee, within its reasonable lifetime.

As part of our commitment to protecting the environment we strive, whenever possible, to repair products rather than replace them. Osprey recommends that you carry out regular care and maintenance to keep your pack functioning at its best. The absence of proper care and maintenance will reduce your pack’s expected lifetime.

The AMG extends to the original purchaser of the pack only. Second-hand packs can be assessed outside of the AMG, although repairs may incur a charge.

Packs purchased overseas are covered, however a proof of purchase may be required, and a like-for-like repair/replacement may not be possible as we do not import all models of packs into New Zealand.

How long does it take to get my pack back?

Our turnaround time for pack repairs is roughly 6-8 weeks but can vary widely throughout the year with seasonal demand.

What's not covered?
  • Wrong Size / Wrong Colour / Wrong Fit
    • Personal choice and change of mind is not covered by the AMG.
  • Dirty Packs / Animal Attacked Packs / Any Pack Containing Mould
    • Due to Health and Safety concerns for our employees, if we receive a pack that is too dirty or odoriferous to repair it will not be repaired.
      This includes any pack that has contained rodents, contains mould, animal blood or other danger to health.
    • Please find instructions for how to clean your pack on the Osprey website.
  • Accidental Damage / Wear & Tear
    • Damage caused by animal attacks, excessive external force, or misuse such as burning, dropping or dragging the pack will not be covered under the AMG.
    • We will still assess these issues on a case-by-case basis, and where possible, assist with a functional repair. Any such repairs are provided out of goodwill and are not guaranteed under the AMG.
    • Over time, squeaking can develop in packs with AntiGravity or similar suspension harness systems. This is usually due to rubbing of components and is not considered a manufacturing fault as the pack will continue to function, however if it is causing you excessive annoyance, we will consider goodwill solutions on a case-by-case basis.
  • Airline / Travel Damage
    • All Osprey packs are rigorously tested in order to cope with the usual activities required of flying and travel. If you are unfortunate enough to experience damage to your pack when you are travelling, then we will always aim to assist in a functional repair where possible. The AMG does not cover any negligence or mishandling by third parties.
    • Should the damage be too extensive then we would be happy to assist in providing documentation of our findings for you to seek further assistance from your airline, travel agent, or insurer.
  • Delamination & Environmental
    • Many environmental and physical factors can affect the life of all fabric coating, including the frequency of use, amount and degree of UV exposure, the frequency and method of cleaning, application of any additional treatments, exposure to significant abrasion as well as moisture, humidity, mould, excessive weather, and chemicals. Puncture marks and scuffs can also sometimes cause the protective membrane to lift.
    • If we find that the affected area is not as a result of a defect in the production of the pack or is in a place that doesn’t affect the function of the pack, then it is not covered under the AMG.
    • Where possible we will assist with a functional repair and look at each case on an individual basis. Any such repairs are provided out of goodwill and are not guaranteed under the AMG.
POCO® - 7 YEAR ALL MIGHTY GUARANTEE: POCO CHILD CARRIER AND ACCESSORIES

We will repair any damage or defect during the first seven years, from the date of manufacture. If we are unable to perform a functional repair on your Poco Child Carrier or Poco Accessory, we will happily replace it. Additional or replacement parts should only be obtained from the manufacturer, importer or organization responsible for its sales.

SOELDEN | SOPRIS PRO*

We will repair any damage or defect to the Osprey avalanche airbag backpack during the first five years from the date of manufacture.
*Warranty excludes Alpride E1 Airbag System. No repairs or replacements will be made on avalanche airbag backpacks after five years from its manufacture date.

For any questions about the Alpride E1 unit warranty, visit www.alpride.com.

*This model is not carried in NZ


Consumer Guarantees Act 1993

The Consumer Guarantees Act sets out minimum standards for goods sold. In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or refund.

Fair Trading Act 1986

The Fair Trading Act is designed to protect the customer being mislead, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.

Contact Us

If you have any queries or problems regarding your order please email us including your order number.