Refund policy

Last updated: 6/January/2026

1. Your Legal Rights (New Zealand Customers)

For customers located in New Zealand, we comply with the Consumer Guarantees Act 1993 (CGA).

If a product you receive is faulty, not of acceptable quality, not fit for purpose, or does not match its description, you are entitled to a repair, replacement, or refund, at no cost to you.

A “no refunds” policy cannot remove or limit your rights under the CGA.

2. International Customers – Applicable Consumer Rights

If you are purchasing from outside New Zealand, your rights may differ depending on the consumer protection laws in your country.

While the New Zealand Consumer Guarantees Act (CGA) does not automatically apply to international purchases, we commit to handling all international orders fairly, transparently, and in good faith.

Where required by applicable local consumer law in your country, we will comply with those legal obligations.

3. Change-of-Mind Purchases (All Customers)

Change-of-mind purchases are not legally required to be refunded under New Zealand law or most international consumer laws. This includes situations where you:

  • Change your mind

  • Order the wrong size or colour

  • Find the item cheaper elsewhere

However, at our discretion, we may offer a store credit or exchange as a goodwill gesture.
This is voluntary, not guaranteed, and does not create a legal entitlement.

4. When We Provide a Remedy

Where a product is confirmed to be faulty, incorrect, or not as described, we may provide one of the following remedies, depending on the issue:

  • Repair (for minor faults)

  • Replacement (same item or equivalent, subject to availability)

  • Refund (full or partial, depending on circumstances)

All remedies are provided within a reasonable timeframe.

5. Conditions for a Return or Remedy

To help us assess your claim:

  • Contact us as soon as the issue is identified

  • Items should be returned in reasonable condition, with original packaging where possible

  • If damage results from misuse, improper care, or wear after delivery, we may decline a remedy unless required by applicable consumer law

  • If you were aware of the fault or condition at the time of purchase, a remedy may not be required

6. Shipping Costs

  • Faulty or incorrect items:
    We cover return shipping costs and provide a suitable remedy.

  • Change-of-mind returns (if accepted as goodwill):
    Customers are responsible for all return shipping costs, including international shipping.

7. Voluntary Benefits

From time to time, we may offer store credit, exchanges, or other goodwill remedies beyond what is legally required.

These voluntary benefits:

  • Are offered at our discretion

  • Do not override your legal rights

  • Do not create an ongoing entitlement

8. Fair Trading & Consumer Protection Compliance

We comply with the Fair Trading Act 1986 (NZ) and equivalent consumer-protection principles internationally.

We do not engage in misleading or deceptive conduct.
All product information—including authenticity, condition, brand, sizing, and features—is presented accurately.

Any optional return or exchange conditions are clearly disclosed and do not override applicable consumer rights.

9. How to Start a Return or Refund Request

If you believe your purchase may be eligible for a return or remedy, please contact us with your order details and supporting information.

Email: theglidecrew@gmail.com
Phone: +64 21 574 672

10. Contact Details

For questions about returns, refunds, or consumer rights, contact:

The Glide Crew
6 Pirongia Road
Te Awamutu 3800
Waikato
New Zealand

Email: theglidecrew@gmail.com
Phone: +64 21 574 672