Refund policy

Terms and Conditions – Product Availability and Substitution

Thank you for shopping with Otago Outfitters. We strive to ensure that all products on our website are available for purchase, and we are committed to delivering the best shopping experience for you. However, in the event that a product is unavailable, we have established the following policy:

  1. Product Availability

    • We make every effort to keep our product listings up-to-date with accurate availability information. However, due to fluctuations in stock levels, there may be instances where an item you order is out of stock or unavailable at the time of processing your order.

  2. Substitution Policy

    • If an item you ordered is out of stock or unavailable, we reserve the right to replace the item with a similar or like-for-like product. The replacement will be of comparable quality, design, and value to the original item, and will be chosen at our discretion.

  3. Customer Notification

    • In the event that we need to substitute a product, we will notify you via email or phone to inform you of the change. You will have the option to accept the substitute, request an alternative, or cancel the order for a full refund.

  4. Refunds and Cancellations

    • If you choose not to accept the replacement product, you may cancel your order and receive a full refund for the unavailable item.

  5. Product Descriptions

    • We make every effort to accurately display product descriptions, images, and specifications on our website. However, there may be minor variations between the product shown and the product received due to factors such as color discrepancies or manufacturing differences.

  6. Return Policy for Substituted Items

    • If you receive a substituted product and are unsatisfied, you may return it under our standard return policy, provided the item is in its original condition.

By placing an order with us, you acknowledge and agree to these terms regarding product availability and substitution. To start a refund or return, you can contact us at sales@otagooutfitters.co.nz. 

If your return is accepted, we will pick up your item from your original delivery location.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@otagooutfitters.co.nz.