Returns, Refunds, Repairs & Replacements Policy
Effective August 2026
Our commitment: If it can reasonably be repaired, we will repair it. If it should be replaced, we will replace it. If you are legally entitled to a refund, we will refund it.
At Coppins Outdoors, we want you to be happy with your purchase. We stand behind the products we sell and will deal with returns, faults and warranty issues fairly and in accordance with the New Zealand Consumer Guarantees Act 1993 (CGA), Fair Trading Act 1986 and other applicable New Zealand law.
1. Faulty Products
If a product purchased from Coppins Outdoors is faulty, defective, unsafe, not of acceptable quality, does not match its description, or is not reasonably fit for its intended purpose, please return it to us so we can assess the issue.
Depending on the nature and seriousness of the problem, the appropriate remedy may be a repair, replacement or refund.
Minor or Repairable Faults
Where a fault can be remedied within a reasonable time, Coppins Outdoors may choose to:
- repair the product at no cost to you;
- replace it with an identical or equivalent product; or
- provide a refund.
We will aim to resolve the issue as quickly and practically as possible. Some products may need to be inspected by the manufacturer, New Zealand distributor or an authorised service agent before the appropriate remedy can be determined.
Serious or Substantial Faults
Where a product has a substantial fault, cannot be repaired, or cannot be repaired within a reasonable time, you may be entitled under the Consumer Guarantees Act to reject the product and choose between:
- a replacement; or
- a refund.
Refunds for products covered by the Consumer Guarantees Act will normally be made using the original method of payment. You will not be required to accept store credit instead of a refund where you are legally entitled to a refund.
2. Repairs
Where repair is the appropriate remedy, the repair will be completed at no cost to the customer where the issue is covered by the Consumer Guarantees Act or an applicable manufacturer warranty.
For bicycles, e-bikes, electronics and other technical products, we may need to carry out an initial inspection or refer the product to the relevant supplier or authorised service centre.
If inspection determines that the problem resulted from accident damage, misuse, neglect, incorrect installation, unauthorised modification, lack of maintenance or normal wear and tear, the repair may not be covered. We will discuss any chargeable work with you before proceeding.
3. Manufacturer Warranties
Many products sold by Coppins Outdoors are also covered by a manufacturer or distributor warranty. We are happy to assist customers with legitimate warranty claims on products purchased from us.
A manufacturer warranty is in addition to, and does not replace, any rights you may have under the Consumer Guarantees Act. The expiry of a manufacturer warranty does not automatically mean that a product is no longer covered by the Consumer Guarantees Act.
4. Change-of-Mind Returns
Coppins Outdoors is not legally required to provide a refund where you simply change your mind, purchase the wrong item, size or colour, or no longer require the product. However, we want to be reasonable.
At our discretion, we may accept a change-of-mind return within 14 days of purchase where:
- proof of purchase is provided;
- the product is unused and in resaleable condition;
- all original packaging, labels, manuals and accessories are included; and
- the product has not been damaged, fitted, altered or used.
Approved change-of-mind returns will normally be offered as an exchange or Coppins Outdoors store credit rather than a cash refund. This change-of-mind policy does not affect your rights where a product is faulty.
5. Items Generally Not Returnable for Change of Mind
Unless the product is faulty or your rights under the Consumer Guarantees Act apply, we generally cannot accept change-of-mind returns for:
- products that have been used or damaged after purchase;
- items that have been fitted, cut, modified or specially assembled for the customer;
- special-order or specifically sourced products;
- clearance or final-sale products where identified as such;
- gift cards or vouchers for cash;
- underwear, base layers, socks or other personal/hygiene products once worn;
- safety equipment that has been used or where its safety integrity can no longer be confirmed;
- opened food, nutrition or consumable products; or
- products missing original components, accessories or packaging where this prevents resale.
These exclusions do not override your rights under the Consumer Guarantees Act if the product is faulty.
6. Bicycles and E-Bikes
Bicycles and e-bikes are technical products that require correct setup, use and maintenance. Before assessing a fault, we may inspect the bicycle or e-bike to determine whether the issue relates to:
- a manufacturing or component fault;
- normal adjustment or servicing;
- normal wear and tear;
- accident or impact damage;
- inappropriate use;
- lack of maintenance; or
- unauthorised modification.
Normal servicing, adjustments and consumable wear items are not necessarily product faults. Wear items may include tyres, tubes, brake pads, chains, cassettes, cables, bearings and similar components, depending on their age, use and circumstances. Nothing in this section limits your rights under the Consumer Guarantees Act.
7. Proof of Purchase
Please provide your receipt, order confirmation or another reasonable form of proof that the product was purchased from Coppins Outdoors. If you cannot locate your receipt, please speak with us. We may be able to locate the transaction in our sales records.
8. Returning a Faulty Product
Please return the product to Coppins Outdoors or contact us before sending an item back. We may need to inspect or test the product before determining whether a repair, replacement or refund is appropriate.
Customers should not arrange third-party repairs or modifications before giving Coppins Outdoors a reasonable opportunity to assess and remedy the problem, except where permitted under the Consumer Guarantees Act.
9. Online Purchases
Products purchased through our website are covered by the same Consumer Guarantees Act protections as products purchased in store. If we have supplied the incorrect product or the product is faulty and covered by the Consumer Guarantees Act, we will work with you to arrange an appropriate remedy and, where required, reasonable return costs.
Change-of-mind delivery and return freight costs are normally the responsibility of the customer.
10. Business Purchases
Where products are purchased primarily for business purposes, different legal provisions may apply. Any applicable terms will be considered in accordance with New Zealand law and the terms agreed at the time of purchase.
11. Our Commitment
We aim to resolve genuine product problems fairly, reasonably and promptly. Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand law.
Contact Us
Coppins Outdoors
255 High Street
Motueka, New Zealand
Phone: 03 528 7296
Website: www.coppinsoutdoors.co.nz