Refund policy
Returns & Exchanges
All exchanges are subject to availability.
All prices are shown in NZ dollars.
Exchanges can only be made for the same value item, as we are unable to partially refund or take extra payment.
Your exchanged item are to be covered by the customer.
Return shipping costs are to be covered by the customer. We are not responsible for return postage other than for incorrect or faulty items. We recommend that your parcel is tracked as we cannot take responsibility for items that do not reach us.
We accept Visa, MasterCard, AMEX, Zip, same applies in store too.
Returning an online order
If you are unhappy with your order in any way, it can be returned or exchanged provided that it is as new and in saleable condition.
To return an online order to our team, please download the form found here, which includes the address you will need to return your order to. You can then ship this back to us for processing.
If your preference is to make your return in store, pop in to see our team and let them know your name and order number while presenting your return, they will do the rest!
Returns are processed within 3-5 days of them being received by our Customer Care team.
Full price purchases placed online are eligible to be returned for an exchange, or refund. Any purchases that have previously been exchanged for another colour, size, or style are not eligible for a refund, no exceptions.
There will be no returns Sale Items. All sale items are a final sale and are strictly non-returnable.
Returning a store purchase
Any purchases made in store are eligible for a refund, or an exchange. This excludes Sale items. Returns must be made within 10 days of purchase, with a receipt or account history able to be presented. This applies to all purchases made including over the phone purchases. If you wish to ship your in-store purchase back to us, please touch base with our customer care team at info@highcountryclothing.co.nz. Please ensure that you have read our returns conditions below, as these will be checked by our team in-store.
Return Conditions
All items must be returned within 10 days from the date of purchase. Items must be unused, with the original tags and packaging still intact to the product. All footwear must be returned in the original shoe box undamaged, hats, sunglasses and jewellery in the original case and box.
Full price purchases placed online are eligible to be returned for an exchange, or refund providing your returns items fit our returns policy condition noted above. Any purchases that have previously been exchanged for another colour, size, or style are not eligible for a refund, no exceptions.
Sale items are non-refundable.
Sale
Any sale items are unable to be returned so it’s important to choose carefully. Sale items include:
Product Exceptions
Underwear, earrings, hair pieces and socks: Due to hygiene reasons, all underwear sales are final and we will not accept exchanges or returns of any kind, no exceptions. Any returns of this nature will be returned back to the customer.
Faulty Products
Returns of faulty items will only be accepted if the goods were faulty when delivered to you. High Country Clothing online store makes great effort to check your purchase thoroughly for any faults before sending them out to you.
All items returned as faulty will be inspected on receipt and any items that appear to have been damaged or used by the customer will not be accepted as faulty.
We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting info@highcountryclothing.co.nz
About the fault. Returns of faulty goods must be returned to us within 10 days of being received by you. In case we cannot offer you a replacement, you will receive a refund to the value of the item at the time of purchase and any shipping costs incurred.
Returns & exchanges received outside the above time frames will not be accepted. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us.
As part of our returns policy we are required to send any faulty items back to our supplier for an assessment to determine if the fault is due to manufacturing defects, not wear and tear. This process takes a minimum of 10 working days to be resolved, please allow the required assessment time frame. We will keep you updated throughout this process each time we have an update from supplier on the status of your return. Our suppliers will not accept items for assessment if they are unwashed. All clothing and footwear must be returned to us cleaned, bracelets and necklaces must be untangled upon return. While we push for your desired outcome, the final decision is determined by supplier and what they see as the best fit in these instances. We cannot guarantee your requested outcome.
If the item was purchased online, please email info@highcountryclothing.co.nz with any images of the fault as well as a detailed description of what the fault appears to be and how the item has been cared for.
Our team will then ask that you complete a Faulty Returns Form and return your item to the returns address on the form or in store. Please download a copy of the Faulty Form here. If the item was purchased in store, please feel free to pop into any one of our stores or give them a call and they will be able to assist you with the assessment process.
Please be aware that returns will not be accepted if: No proof of purchase can be provided The care instructions have not been followed correctly The fault has been caused due to lack of care for the item* The warranty period has expired The fault is due to wear and tear *If the fault is caused by the customer or has occurred outside of the warranty time frame, the return may still be accepted for a repair however any repairs will be at the cost of the customer.
If we haven't covered your question above, contact our team via email at info@highcountryclothing.co.nz and they will come back to you within 24 hours | +64 6 3889172