Return Policy

This Return Policy explains how to return or exchange a gear item ordered from the Zythorinjlox shelf. We keep the process simple and friendly: if something does not work for your group, write to us and we will help.

1. Your right to change your mind

You can change your mind about an unused gear item within fourteen days of receiving your order. To do so, please write to help-desk@zythorinjlox.world with your order reference and a short note. We will reply with the return address and any small instructions specific to the item.

2. Condition of returned items

Returned items should be in resaleable condition: unused, with original packaging where possible, and protected for transit. We accept light evidence of trying an item on, but cannot accept items that have been used outdoors, washed or modified.

3. Faulty or damaged items

If your order arrives damaged, or if a fault appears within a reasonable period after delivery, please tell us within seven days of noticing the issue. Where possible, attach a photo so that we can act quickly. Faulty items are repaired, replaced or refunded in line with the Consumer Guarantees Act 1993.

4. How refunds work

Once we receive and inspect a returned item, we issue a refund to the original payment method within five working days. Bank processing times may add a few extra days. Original delivery charges are refunded only when the return is due to a fault on our side.

5. Exchanges

You can ask for an exchange instead of a refund, for example to swap a thermos for a name-tag set of similar value. We will hold the new item for you while the original is in transit back to us.

6. Items not eligible for return

For practical reasons, the following items cannot be returned for change of mind:

• Custom-printed name tags or route cards prepared specifically for your group.
• Items returned more than thirty days after delivery, unless the return is due to a fault.

7. Return shipping

Return shipping is the customer's responsibility for change-of-mind returns. We strongly recommend a tracked service so that you can confirm safe arrival. For faulty or damaged items, we cover the cost of return shipping using a method we agree with you in advance.

8. Cancellations before dispatch

If you change your mind before we ship, write to us as soon as possible. If we have not yet handed your order to the courier, we will cancel it and refund you in full.

9. Walk reservations

Walk reservations are not products and are not covered by this Return Policy. You can cancel a walk reservation at any time by replying to our confirmation email — see our Terms of Use.

10. Questions and disputes

We try to resolve every concern in friendly conversation. If you would like to raise a more formal complaint, write to help-desk@zythorinjlox.world or call +64 3-941-8999. New Zealand consumers may also contact the Disputes Tribunal as a last resort.

11. Updates to this policy

We may update this Return Policy if we add new items to our shelf or refine the return process. The date at the top of the page always shows the latest revision.