Warranty and Guarantee Information

Money Back Guarantee?

We chose our products carefully and are confident in the quality and value of all the products we sell. Our motto, "If you're not happy, we're not happy," reflects this.

Therefore, we offer a money back guarantee on most of the products we sell. If there is a "money back guarantee" advertised in the listing then you know it has one, if you are not sure just ask, most of our products do have a money back guarantee.

A money back guarranty means that if you're not happy with your items and we can't solve the issue for you, you may return your order for a refund of the purchase price (shipping and handling are non-refundable.)

Your guarantee starts on receipt of the item(s) and you may return your item within the next 14 days for a full refund, providing you return it in 'as sold' condition. This means the item, packaging and accessories are not damaged or missing.

If we believe we have a product that suits your requirements better, we may suggest swapping your item for it. This is your choice however, and you can still chose to have your money back instead.

Returns Policy

Money Back Guarantee

Our aim at Complete Outdoors is to have a happy customer. Because of this we include a money back guarantee on all of our products. We understand that it can be difficult at times to buy an item off the internet if you havent seen it first. Therefore we provide you with our money back guarantee so that if you arent happy with the product you receive, you can send it back. Below is our policy regarding the money back guarantee:

1)Prior to returning any item for any reason you must email us to obtian a Return Authorisation Number (RMA), which must be included with the item being returned. This enables us to process your return quickly and efficiently.

2) Goods must be returned in original condition with original packaging.

3) Complete Outdoors Ltd reserves the right to charge for any damaged goods

4) Complete Outdoors Ltd does not refund on freight costs

5) Return of the product is the customers responsibility

6) Tents must be returned unsoiled and undamaged in original packaging with all unsoiled and undamaged parts included

7) All applications for a return must be completed within 14 days of the sale date. (except for warranty claims)

Faulty Goods

Complete Outdoors complies with the Consumer Guarantees Act and stands by all its requirements. If a product is faulty we will endeavor to rectify the situation as soon as possible.

1) Faulty product will be returned back to us at the customers cost with a complete written description of what is faulty. This helps us to identify what is wrong and process your return more efficiently.

2) Complete Outdoors Ltd reserves the right to repair or replace the goods within a reasonable length of time. In the event that your product cannot be repaired or replaced we will offer a refund of the purchase price, excluding freight.  Every effort will be made to comply with your requests where possible.

3) Complete Outdoors Ltd reserves the right to inspect all claims of faulty product. If the product is found to be in correct working order, the customer will be contacted with our decision.

What's covered by a Warranty?

All warranty issues are handled by Complete Outdoors Ltd or the appropriate New Zealand agent or supplier.

Complete Outdoors Ltd warrants the product(s) to be free of defects in material and workmanship from the purchase date for the period stated. All our warranties are usually replacement or repair of the product. If the item is unable to be repaired or replaced, then another model of similar or better specifications may be substituted. In the unfortunate event repair or replacement is not available, we will issue you with a full refund of the purchase price (shipping and handling are non-refundable).

Clothing Exchange and Refunds

We are happy to exchange or refund unused garments if they do not fit correctly. We understand that it can be tricky purchasing clothing off the internet without being able to try it on first, so we are happy to take back garments that aren't quite right. However we do reserve the right to refuse refund or exchange if the garments have been used. This means that they have been worn longer than for the initial try on to check if they fit. Garments must be returned undamaged and unsoiled with original tags still attached.

Do you provide a GST invoice?

Yes! Included in most orders we send is a GST invoice, which also doubles as an address label. When you receive your package, there will be a clear slip on the outside with your address on it. This is your invoice. :) Please keep it safe as it contains all our details and is proof of purchase.

Website Only Price

We endeavor to give you the best prices possible on our website if you register online. The prices seen on the website may not be available instore as they are specific to our website. This is also including specials.

Payment Information

What payment options are available?

We accept multiple forms of payment for most auctions, unless stated otherwise.

Credit Card

Payment by Credit Card is offered on all items, and is both quick and easy through our online payment system.

Hire Purchase

We offer hire purchase on all items $299.99 and over including package deals. For more information please click here to visit our finance page.

Cash

We accept cash as payment for pickups only. Please do not send cash in the mail.

Layby Terms
All items are available on layby, however if you are unsure please ask us for more details.

Below are our layby terms:

We request the purchase to be complete within an 8 week time period from the date the auction ends. The first deposit as mentioned in the auction or 10% of the final price (including accessories if purchased) is to be made within 5 working days from the auction end. The remaining balance can be split into payments of your choosing over a period of up to 8 weeks.

After the initial deposit, if the layby is unable to be completed or the item is returned for a refund, the deposit and any other payments will be transferred back to you minus a $10 administration fee and success fees charged to us by Trademe.co.nz unless these can be recovered from TradeMe. (Fees can usually be recovered if requested within 28 days of the auction ending. After this time the fees are generally non-recoverable so will be deducted from the refund.)

Shipping Information

Combined Shipping

We can combine orders to save on shipping costs. Please email us if you are unsure of the cost.

What Courier do you use?

We use a number of different couriers depending on where you are in the country and how quick you need your item. All items are well-wrapped, as we want your order to arrive in the same condition it was sent out in! Your order will usually be sent in a courier satchel, or if it's a large order, a box.

All packages are signature required track 'n' trace courier for your protection. If there will be no one home to sign during courier delivery times, please arrange an alternate delivery address.

How long will delivery take?

Usually, for bank payments received before 11am, we send the order out that day. If you pay by credit card before 12pm we will endeavor to send your parcel out that day also. Please let us know if you require your parcel urgently as overnight delivery is available but the time it arrives is not guaranteed.

Our couriers are 2 day services to all main centres in the South Island and 2-4 days for the North Island. For rural deliveries, please allow an extra two or three days above the normal delivery time.

Pricing Errors, Description Mistakes & Out of Stock Items

Complete Outdoors makes every effort to provide accurate information and prices on all products advertised. There may be the odd occasion when there is a mistake in a description or the price has been listed incorrectly. If this is the case then we will do what we can to rectify these problems with the customer and fix these listings straight away. These are the steps we will take:

1) Description Mistakes - These will be corrected on our websites as soon as we are notified. If the mistake means that the product is no longer suitable for the purchaser then we will look for a suitable alternative or offer a refund and make arrangements to get the product back to us.

2) Pricing Errors - If we have made a genuine mistake and listed a product at an  incorrect price that is below our cost, we will inform the customer immediately.  It is our intention to look after our customer in this situation although it may not be possible to sell it to them at this price. In this circumstance we will offer the customer a heavily discounted price from the correct price or offer an alternative product. The customer also has the option to back out of the sale. This is in accordance with the Fair Trading Act.

Complete Outdoors endeavours to have available stock on hand for every website item advertised. There may be times however when our stock system is incorrect, or that we have sold an item in store a short time before an item is purchased online. Generally stock can be ordered and available to us within a week. If a product sold is out of stock these are the procedures we take:

1) We will contact the customer as soon as we realise the item is out of stock. If the customer has time constraints we will do everything possible to get the item to the customer on time or offer an alternative product.

2) In the instance that our supplier is also out of stock, we will offer an alternative or upgraded product to the customer.

We request that if a pick up is required, that the customer arrange a time with us to pick up so that we can ensure that the product is ready for pick up.