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Returns and Exchanges

Returns, Exchanges and Refunds

Our policy on returns, exchanges and refunds lasts 21 days. Contact must be made within this time frame should you have an issue with your purchase.  If 21 days have gone by since your purchase and no contact has been made, unfortunately we can’t offer you a refund or exchange.

Items that are faulty can be returned for an exchange, store credit or refund (excluding any shipping costs).  

Items that do not fit can be returned for an exchange or store credit.

To be eligible for a return:

  • Your item must be unused and in their original condition. It must also be in the original packaging.
  • We require you to contact us prior to returning the item to discuss the issue and decide on a remedy
  • We require proof of purchase.  If you have lost your invoice, please contact us

Replacement items, store credits and refunds will not be issued until the original products are returned or destroyed.  Please see the Shipping Information below on return address and important information on shipping. 

Pleaser Shoes require faulty shoes to be destroyed prior replacements being issued so please contact us regarding this.

Due to the original nature of Pre Ordered Shoes, these are accepted as returns on a case by case basis at the discretion of Pole Gear NZ.  Please understand, shoes can be very personal to your taste, so if they are specifically ordered for you and if they are not deemed by Pole Gear NZ to be resellable they will not be able to be returned.

Pre Ordered shoes exchanged for another size or type may incur is $15 fee to contribute to the additional shipping cost of ordering the replacement pair.  This is at the discretion of Pole Gear NZ.

Non-returnable items include:

  • Gift cards
  • Items that have been worn with no underwear
  • DVD's that have had their seal broken
  • Grip products that have been opened and used

Please do not send your purchase back to the manufacturer.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error may only be applicable for a partial refund.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.  If you have paid by bank deposit you will need to provide us with your bank account details.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@polegearnz.co.nz.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.  

Exchanges or store credits may be possible at Pole Gear NZ’s discretion.

Shipping
To return your product, you should mail your product to: PO Box 498, Cambridge, 3450, New Zealand.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable on all purchases and returned goods.

Additional shipping costs on non-faulty, exchanged goods are at the discretion of Pole Gear NZ.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Shipping goods back to Pole Gear NZ are at your own risk.  We don’t guarantee that we will receive your returned item and exchanges/refunds will not be processed if goods are not received. We recommend tracking on all products returned to Pole Gear NZ.