Warranty & Returns Policy

Last Updated: 18 December 2025

Website: www.ecotrek.co.nz
Contact: support@ecotrek.co.nz

At ECOTREK, we value your trust and aim to ensure you are delighted with every purchase. This policy outlines your rights and our processes regarding warranties, returns, exchanges, and refunds for outdoor camping products.

1. Warranty

At ECOTREK, we are committed to offering high-quality products for your outdoor adventures. All products come with a 12-month warranty covering manufacturing defects.

Exclusions
This warranty does not cover damage caused by normal wear and tear, improper use, incorrect assembly, or lack of care.

Customer Responsibility
Any damage resulting from misuse, neglect, or failure to follow care instructions is not covered under warranty.

We want you to enjoy your ECOTREK gear to the fullest. Please note:

Refunds or replacements for tents are only applicable if there is a manufacturing defect.

Issues caused by incorrect setup, missing or improper use of groundsheet, or extreme weather conditions may not be eligible for a full refund.

To help us assess your case, we may ask for photos showing the issue.

We appreciate your understanding – our aim is to make sure every customer has a great outdoor experience.

2. Change of Mind Returns

If you change your mind about your purchase, you may return it within 7 days of receiving your order.

Eligibility
The item must be unused, unopened, and in resalable condition.
Original packaging, including boxes, inserts, and labels, must be intact.
All parts, accessories, and manuals must be included.

Return Process
Please contact us within 7 days of delivery to initiate a return.
The product must be securely repackaged in its original packaging.
Return shipping costs are the customer’s responsibility unless the item is faulty or damaged.
Once approved, refunds will be issued to the original payment method.
We reserve the right to apply a restocking fee if return conditions are not met.

3. Restocking Fees

Restocking fees may apply under the following circumstances.

A 20% restocking fee may apply to:
Unopened items returned outside the 7-day return window.
Items with slightly damaged but restorable packaging.

A 50% restocking fee may apply to:
Assembled or partially assembled products.
Products missing original packaging but otherwise complete.

Items returned in used, damaged, or unsellable condition may be rejected or subject to a higher fee.

4. Damaged or Faulty Products

If your product arrives damaged or faulty, please contact us within 7 days of delivery.

Inspection
You may be required to provide photos of the damaged or faulty item for assessment.

Resolution
We will offer a replacement, repair, or full refund depending on the situation.

Packaging Damage
If the outer packaging is damaged, please do not accept the delivery. Return it to the courier and contact us immediately.

5. Non-returnable Items

For hygiene reasons, the following items cannot be returned unless faulty.

Bedding, pillows, sleeping bags, mattresses, and other personal care items.
Items that have been opened, used, or damaged after purchase.

6. Refunds & Exchanges

Refunds
Approved refunds will be processed to the original payment method.

Timeframe
Refunds will be processed within 10 business days once the returned item has been received and inspected.

Exchanges
We recommend placing a new order and returning the original item for a refund.

Restocking Fees
A restocking fee may apply for items returned outside the return window or with damaged packaging.

7. Return Shipping Costs

Unless the item is faulty, damaged, or incorrect, return shipping costs are the customer’s responsibility. We recommend using a tracked and insured shipping method.

8. Packaging Requirements

Returned items must be sent back in their original packaging with all original parts, accessories, and manuals included.
If you no longer have the original packaging, please contact us before returning the item.

9. Custom-Ordered Products

Custom-made or special-order products are non-returnable unless they are defective or damaged during delivery.

10. Unauthorized Repairs or Modifications

Any unauthorized repairs or modifications may void your warranty. This includes, but is not limited to, drilling, cutting, painting, structural alterations, or replacing parts with non-original components.

11. Exclusions & Special Circumstances

Sale Items
Items purchased on sale or at a discount are only eligible for return if faulty or damaged. Refunds will be issued at the discounted price paid, not the original price.

Seasonal Products
Seasonal or limited-time promotional items may not be eligible for return.

13. Environmental Conditions & Reasonable Use

Camping and outdoor use are subject to environmental conditions beyond our control. Weather in New Zealand can change quickly and may vary by location. This includes average wind speed, sudden gusts, heavy rainfall, flooding, storms, and other extreme conditions. Customers are responsible for assessing weather conditions before and during use.

Wind and Gust Conditions (Land)

Forecast wind speeds often refer to average conditions, but gusts are sudden, short-duration increases in wind speed and may be significantly stronger than the forecast average, particularly in exposed, coastal, or elevated areas.

Up to 15 km/h (light winds) – Generally suitable for normal outdoor use

20–30 km/h (moderate winds) – Shelters must be properly secured using suitable pegs and guy lines. Gusts may still pose a risk if equipment is not well anchored.

30–40 km/h (strong winds) – Not recommended for lightweight or non-rated shelters. Gusts at this level may cause sudden instability.

40–50 km/h (very strong winds) – High-risk conditions. Outdoor shelter use is discouraged due to increased likelihood of damaging gusts.

60 km/h and above – Dangerous conditions. Strong winds and severe gusts present a high risk of injury or damage. Do not use camping or outdoor shelters.

Other Adverse Weather Conditions

Camping equipment and outdoor shelters are not intended for use in the following conditions:

Heavy or prolonged rain that may cause water pooling or ground saturation

Flooding, flash flooding, or rising water levels

Severe storms, thunderstorms, or lightning

Cyclones, severe gales, or periods where official weather warnings are issued

Any conditions where wind, gusts, rain, or ground conditions may compromise safety

Warranty and Reasonable Use

Damage, loss, or failure resulting from use in strong winds, gusty conditions, heavy rain, flooding, storms, or other unsuitable weather conditions is considered outside normal and reasonable use and may not be covered under warranty.

This includes, but is not limited to:

Structural damage caused by wind or sudden gusts

Damage caused by uplift, collapse, or movement due to gusty conditions

Water ingress during extreme or prolonged rainfall events

Damage resulting from inadequate anchoring, drainage, or site selection

Continued use during deteriorating conditions or active weather warnings

This disclaimer does not affect your rights under the New Zealand Consumer Guarantees Act 1993.

Customer Responsibility

Customers are responsible for:

Checking local weather forecasts, including gust forecasts, and any active weather warnings

Selecting an appropriate site with adequate shelter and drainage

Ensuring correct setup, anchoring, and ongoing monitoring of wind and gust conditions

Packing down and discontinuing use if conditions worsen or become unsafe

Safety should always take priority. If wind or gust conditions become unsafe, do not set up or continue using camping or outdoor shelters.

13. How to Return an Item

Contact us at support@ecotrek.co.nz to request a return.
Ensure the item meets return conditions and includes all packaging.
Return the item using a tracked and insured shipping method.
Wait for confirmation once your return and refund have been processed.

14. Contact Us

If you have any questions or need assistance, please contact us.

Email: support@ecotrek.co.nz