Refund policy
Thank you for shopping with us! If you're not completely satisfied with your purchase, we're here to help.
This Returns and Refunds Policy outlines your rights and obligations under New Zealand law and applies to both domestic (NZ) and international customers.* Please Note: We are not currently selling internationally.
We have a 30-day return policy, which means you are eligible for refunds within 30 days of receiving products to request a return. Make sure you contact us within 12 days so we can begin the claims process quickly to ensure we fall within our supplier(s) terms and conditions.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We do not accept returns for final Sale items.
All returns for refunds must be started through our Return portal: customerservice.trekkenapparel@gmail.com
You'll need to provide us with the information below to help us make things right,
Your order number / proof of purchase
Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
Your full name and address, the date and description of the item
The email you used to place the order
A short description of the issue and the product
Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Full refunds will be issued to your original payment method if the item is faulty, badly damaged or incorrect.
Wrong color, size
For items delivered that were clearly the incorrect color or size to what you ordered, the issue is still substantial, and you are entitled under NZ law to a remedy of either:
A full refund or
A replacement of similar kind and value at no extra charge, or
Return the product and receive compensation.
You must ensure you provide a photo or video, your name, email address, product order number / proof of purchase, description and date.
Full refunds will be issued to your original payment method.
Exceptions / non-returnable items
Final Sale/Clearance Items
Items not in original condition
Please get in touch if you have questions or concerns about your specific item.
New Zealand law does not require merchants to accept returns or exchanges just because a customer changes their mind.
We want you to love your purchase, but please choose carefully as we do not offer refunds or exchanges for change of mind, in line with New Zealand consumer law. However, if your item is faulty or doesn't meet consumer guarantees, we're happy to help
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Responsibility
Supplier guarantees the Vendor that all provided goods don’t violate any IP, Copyright or Trademark law. In case Products are patented, Supplier ensures the Vendor they have the license to sell the goods.
Claims
If the Vendor becomes aware of any claim or potential claim in respect of defective Product liability arising from a delivery of any Products the Vendor will immediately inform the Supplier in writing and provide all necessary information/documentation supplied by the Customer to enable and assist the Supplier to take any appropriate action.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days after we approve and confirm return. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us immediately at customerservice.trekkenapparel@gmail.com
Once confirmed please send returns to:
info@trekkenapparel.com
P.O. Box 74 Drury 2247 Auckland, New Zealand