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
Addington
Christchurch 8011

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
Addington
Christchurch 8011

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.

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 packs 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.
  • If your item is received in an unacceptable condition, it will be immediately destroyed and will not be replaced. Please find instructions for how to clean your pack on the Osprey website here.

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, assisting 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

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