SOUTHERN ALPS

Refund and Returns Policy

‌Effective Date: 30 October 2026‌

This Refund and Returns Policy is formally issued by SOUTHERN ALPS OUTDOORS LIMITED, located at 8 Market Place, Twizel, 7901, New Zealand, with contact telephone number +64 3 435 0875 and support email [email protected], applicable exclusively to all orders placed on our official e-commerce website www.southernalpsoutdoors.com. As a New Zealand-based outdoor daily goods retailer offering collapsible travel cups, portable water buckets, outdoor carabiners and other adventure-focused gear, this policy is formulated in full alignment with New Zealand’s Consumer Guarantees Act 1993, Fair Trading Act, and all applicable local consumer protection regulations, to deliver transparent, fair terms for all our customers, with an explicit core rule that no pure “refund only” requests will be approved under any eligible circumstance outlined below.

1. Core Policy Ground Rule: No “Refund Only” Requests

To ensure fairness for both customers and our small local outdoor gear business, we strictly do not approve any requests that seek a full or partial cash refund without the corresponding return of the purchased physical product to our designated warehouse address, unless the product is confirmed by our team to be irreparably lost during the final delivery stage that is fully attributable to our contracted courier provider. This rule applies to all categories of our outdoor gear products, including collapsible travel cups, foldable water buckets, carabiners, pet outdoor feeding gear, and all other items listed in our online store. Any unauthorised “refund only” chargeback requests submitted through third-party payment platforms without prior valid returns submission will be deemed a violation of our store terms of service, and may result in permanent restriction of your account access on www.southernalpsoutdoors.com.

2. Eligibility for Return Applications

You may submit a valid return request within 30 calendar days from the date you receive your ordered outdoor gear, if your purchased product meets one of the following criteria:

  • The item you received has manufacturing defects that impair its normal outdoor usage, such as cracked silicone walls on collapsible cups, broken handle structures on water buckets, or non-locking functionality on heavy duty carabiners
  • The product you received does not match the exact item you ordered on our website, due to our manual order picking error
  • The item arrives at your address with severe physical damage that occurred during the shipping process, which is not caused by improper post-delivery handling on your side.

To submit a return application, you must first send an email to [email protected] with your order number, clear photos of the defective or mis-shipped product, and a brief description of the issue. Our customer support team will review your application within 3 working days, and send you a formal approved return notification along with our designated return shipping address, once your eligibility is confirmed. We do not accept any returned items that are sent to our physical Twizel store without prior pre-approval via email.

Products that have been heavily used, damaged by improper operation after delivery, or custom-modified by the customer are not eligible for return. Personalised custom engraved carabiners and custom printed outdoor gear are also non-returnable under normal circumstances.

3. Full Process of Return Exchange

Once your return application is approved, you will need to ship the item back to our specified return address using a tracked, insured shipping service. You will be responsible for covering the initial return shipping costs, unless the product defect or mis-shipment is fully verified to be caused by our operational error. After our warehouse team receives and fully inspects the returned item to confirm it meets all return eligibility criteria, we will process your request: you may choose to receive an identical brand new replacement unit of the same product, or select an alternative outdoor gear item of equal or higher value from our store inventory, paying only the price difference if you pick a higher value product. Under no circumstances will we issue a cash refund to your original payment account in substitution for the return process, except for the extremely limited lost-delivery scenario specified in Section 1 of this policy.

If the replacement product you requested is temporarily out of stock, we will notify you via email within 5 working days, and provide you with a projected restock timeline, or offer you the option to pick other equivalent products from our full product catalog.

4. Damaged and Lost Delivery Exceptions

If your ordered outdoor gear is confirmed by our courier partner to be completely lost in transit before it is delivered to you, we will offer you two optional solutions: we can dispatch a brand new duplicate order to your designated delivery address at no extra cost, or you can choose to receive a 100% store credit that can be used for any future purchases on www.southernalpsoutdoors.com. In this specific lost delivery scenario where no physical product was ever successfully delivered to you, no product return is required, and you will never be charged any restocking fee. Still, no standalone cash only refund request will be processed even under this exception, in alignment with our no refund only ground rule.

5. Contact Information for Returns Enquiries

If you have any questions about this Refund and Returns Policy, or need assistance with your return application, you can reach our dedicated customer support team at any time:
Business Name: SOUTHERN ALPS OUTDOORS LIMITED
Contact Address: 8 Market Place, Twizel, 7901, New Zealand
Contact Phone: +64 3 435 0875
Email for Returns: [email protected]