Refund policy

Last Updated: 17 October 2026

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

At ECOTREK, we are committed to providing quality outdoor, camping and motorcycle accessories, along with fair and transparent after-sales service.

This policy explains our procedures for returns, refunds, exchanges, warranties and product-related concerns.

Your Rights Under New Zealand Law

All products sold by ECOTREK to consumers in New Zealand are subject to applicable consumer protection laws, including the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under applicable New Zealand law.

Where a product fails to meet the consumer guarantees, you may be entitled to a repair, replacement, refund or other remedy, depending on the nature of the problem and your rights under the CGA.

1. Product Warranty

ECOTREK provides a 12-month warranty against manufacturing defects from the date of purchase.

This warranty covers defects in materials or workmanship arising under normal use, subject to the conditions below.

Warranty Exclusions

Our additional 12-month warranty generally does not cover damage resulting from:

Normal wear and tear.

Misuse, abuse, negligence or accidental damage.

Incorrect assembly, installation or mounting.

Failure to follow supplied instructions or reasonable care requirements.

Unauthorised alterations or repairs that cause or contribute to the problem.

Use outside the product's intended purpose or stated specifications.

Exposure to unsuitable environmental conditions where the resulting damage is not attributable to a product defect.

These exclusions apply to our additional warranty only and do not limit your statutory rights under the CGA.

Important: The 12-month warranty does not limit the period during which you may be entitled to remedies under New Zealand consumer law.

2. Change of Mind Returns

We understand that you may occasionally change your mind about a purchase.

ECOTREK offers a 7-day change of mind return period, subject to the conditions below.

To request a change of mind return, please contact us within 7 calendar days of receiving your order.

Eligibility

For a change of mind return, the product must generally:

Be unused, unopened and in its original, resalable condition.

Include its original packaging, labels and inserts.

Include all supplied parts, accessories and manuals.

Be free from damage, alterations or signs of use.

All change of mind returns require prior approval.

Customers are responsible for return shipping costs for approved change of mind returns.

Once the returned item has been received and inspected, an eligible refund will be processed in accordance with this policy.

Please note: Our voluntary change of mind return conditions do not apply where a customer is entitled to a remedy under the CGA.

3. Restocking Fees

Restocking fees may apply to voluntary returns that fall outside our standard change of mind return conditions, where ECOTREK agrees to accept the return.

Any applicable fee will be explained to the customer before the return is approved.

The following fees may be considered:

Up to 20% restocking fee

Unopened products accepted for return outside the standard 7-day period.

Products with damaged but restorable packaging.

Up to 50% restocking fee

Assembled or partially assembled products accepted for voluntary return.

Products without their original packaging that remain complete and suitable for resale.

Products that are used, damaged, incomplete or unsuitable for resale may be declined for a voluntary change of mind return.

The actual fee, if any, will depend on the product's condition and the circumstances of the return.

No restocking fee will be charged where a customer is entitled to a remedy under the CGA.

4. Damaged, Faulty or Incorrect Products

If your order arrives damaged, faulty or incorrect, please contact us at support@ecotrek.co.nz as soon as reasonably possible.

We recommend reporting any visible delivery damage within 7 days so that we can investigate promptly with the courier.

However, this recommended reporting period does not limit your rights under the CGA.

Assessment

To help us assess the issue, we may request:

Your order number or proof of purchase.

A description of the problem.

Clear photographs or a short video showing the issue, where practical.

Relevant details about product use, assembly or installation.

Where reasonably necessary, we may arrange for the product to be inspected.

Available Remedies

Depending on the circumstances and your rights under New Zealand law, an appropriate remedy may include:

Repair.

Replacement.

Refund.

Another remedy required by applicable consumer law.

For failures that can be remedied and are not substantial, the supplier generally has an opportunity to remedy the failure within a reasonable time.

Where a failure is substantial, or where other relevant CGA conditions are met, customers may have additional rights, including the right to reject the goods and choose an available statutory remedy.

Delivery Packaging Damage

If the outer packaging is visibly damaged, please photograph the packaging and product where possible and contact us promptly.

You do not need to refuse delivery solely because the outer packaging is damaged.

Please retain the packaging where practical until the issue has been assessed.

5. Products Not Eligible for Change of Mind Returns

For hygiene, safety or resale reasons, the following products are generally not eligible for voluntary change of mind returns once opened or used:

Bedding and pillows.

Sleeping bags.

Mattresses and inflatable bedding.

Personal-use or hygiene-related products.

Products showing signs of use, damage or alteration.

This restriction does not apply to remedies available under the CGA.

6. Refunds and Exchanges

Refunds

Approved refunds will generally be issued to the original payment method.

We aim to process approved refunds within 10 business days after the returned item has been received and assessed, or after a refund has otherwise been agreed or determined to be payable.

Your bank or payment provider may require additional time to make the funds available.

Where the CGA requires a refund, it will be provided in accordance with the applicable legal requirements and without unreasonable delay.

Exchanges

For change of mind exchanges, we generally recommend placing a new order and returning the original item under our voluntary returns process.

If the product is faulty or does not meet applicable consumer guarantees, your rights to an appropriate remedy under the CGA will apply.

7. Return Shipping Costs

Change of Mind Returns

Customers are responsible for return shipping costs for approved change of mind returns.

We recommend using a tracked shipping service and appropriate protective packaging.

Faulty, Damaged or Incorrect Products

Where a product fails to meet applicable consumer guarantees, ECOTREK will meet its obligations regarding reasonable return and associated costs under New Zealand law.

Please contact us before arranging a return so we can provide appropriate instructions.

For bulky, heavy or difficult-to-transport products, we will discuss suitable return or collection arrangements where required by law.

8. Packaging Requirements

For voluntary change of mind returns, products must be securely packed in their original packaging, including all supplied parts and accessories.

If the original packaging is unavailable, please contact us before returning the item.

For faulty products, the absence of original packaging does not automatically remove your statutory consumer rights. Please package returned goods safely and appropriately for transport.

9. Custom-Made and Special-Order Products

Custom-made, personalised or specially ordered products are generally not eligible for voluntary change of mind returns once an order has been confirmed and processing has commenced.

However, these products remain subject to applicable consumer guarantees.

If a custom-made or special-order product is faulty, does not match its description or otherwise fails to meet applicable legal guarantees, the customer may be entitled to a remedy under the CGA.

10. Unauthorised Repairs and Modifications

Unauthorised repairs, modifications or alterations may affect eligibility under our additional product warranty where they cause or contribute to a defect or damage.

Examples include:

Drilling or cutting structural components.

Painting or altering product surfaces in a way that causes damage.

Modifying frames, mounting points or load-bearing components.

Replacing original components with unsuitable parts.

Unauthorised modification does not automatically remove all rights under the CGA. Each claim will be assessed according to the circumstances and applicable law.

11. Sale, Clearance and Promotional Products

Products purchased during sales, clearance events or promotional offers are subject to the same statutory consumer guarantees as regularly priced products.

Change of mind returns for sale or promotional products may be restricted where this is clearly stated before purchase.

If a refund is payable, it will generally be based on the actual purchase price paid, subject to applicable law.

12. Outdoor Use, Environmental Conditions and Safety

Outdoor and camping equipment must be selected, installed and used with due regard to local conditions, product instructions and safety requirements.

Weather conditions in New Zealand can change rapidly, particularly in exposed, coastal, mountainous and elevated areas.

Customers should consider:

Forecast and actual wind speeds.

Sudden wind gusts.

Heavy or prolonged rainfall.

Ground saturation and drainage.

Flooding and rising water levels.

Thunderstorms, lightning and severe weather warnings.

The suitability of the product for the intended environment.

Wind and Gust Conditions

Forecast wind speeds commonly refer to average wind conditions. Gusts are short-duration increases in wind speed and may be considerably stronger.

The following is general guidance for outdoor shelters and camping equipment, not a certified wind-resistance rating or universal operating limit.

Up to 15 km/h – Light winds

Generally more favourable for outdoor activities, provided equipment is installed correctly and local conditions remain suitable.

20–30 km/h – Moderate winds

Shelters should be properly secured using suitable pegs, guy lines and anchoring methods. Gusts may create additional risks.

30–40 km/h – Strong winds

Lightweight or non-wind-rated shelters may become unstable. Use is not recommended unless the product is specifically suitable for the conditions.

40–50 km/h – Very strong winds

High-risk conditions for many portable shelters. Setting up or continuing to use lightweight outdoor shelters is discouraged.

60 km/h and above – Dangerous conditions

Strong winds and gusts may create serious risks of injury or equipment damage. Do not use portable camping shelters in these conditions unless specifically designed and certified for such use.

These ranges are indicative only. Unsafe conditions may occur at lower wind speeds depending on terrain, gusts, anchoring, product design and other factors.

Always follow the manufacturer's product-specific instructions and stated operating limits, where provided.

Other Adverse Weather Conditions

Outdoor shelters and camping equipment should not be used where conditions present an unreasonable safety risk, including:

Flooding or flash flooding.

Severe thunderstorms or lightning.

Cyclones, severe gales or dangerous storms.

Heavy rain causing unsafe water accumulation or ground conditions.

Conditions in which anchoring, stability or structural safety cannot be maintained.

Warranty and Reasonable Use

Damage caused solely by misuse, unsuitable installation, inadequate anchoring or exposure to conditions outside the product's intended use may not be covered by our additional warranty.

Examples may include:

Structural damage caused by excessive wind loading.

Collapse or movement caused by inadequate anchoring.

Damage resulting from continued use in clearly unsafe conditions.

Water ingress caused by incorrect setup or closure, where the product itself is not defective.

However, weather-related damage will not automatically be excluded from consideration. We will assess whether the product complied with applicable consumer guarantees, including whether it was of acceptable quality, fit for its stated purpose and consistent with its description.

Nothing in this section limits your rights under the Consumer Guarantees Act 1993.

Customer Responsibilities

For safe outdoor use, customers should:

Check weather forecasts and warnings before and during use.

Select a suitable site with appropriate drainage and shelter.

Follow assembly, anchoring and maintenance instructions.

Monitor changing weather conditions.

Stop using or pack down equipment when conditions become unsafe.

Safety should always take priority.

13. How to Request a Return

To request a return, refund, exchange or warranty assessment:

1. Email support@ecotrek.co.nz with your order number and a brief explanation of the issue.

2. Provide relevant photographs or other information if reasonably requested.

3. Wait for our return instructions and confirmation of the appropriate next steps.

4. If a return is required, securely package the item and follow the agreed shipping arrangements.

5. We will assess the returned product where necessary and advise you of the outcome.

Please contact us before sending any item back.

14. Contact Us

If you have any questions about your order, product warranty, return eligibility or refund, please contact:

ECOTREK NZ

Website: https://www.ecotrek.co.nz

Email: support@ecotrek.co.nz

We aim to handle all enquiries fairly and promptly.

Consumer Rights Reminder

This policy provides additional information about ECOTREK's voluntary returns procedures and product warranty arrangements. It does not replace or limit any rights or remedies available to consumers under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable laws.