Returns & Refunds

Your rights under the Consumer Guarantees Act

Everything we sell is covered by the New Zealand Consumer Guarantees Act 1993. That means the gear you buy from us must be of acceptable quality, match how we describe it, be fit for its purpose, and last a reasonable length of time. These rights are set by law, they apply to sale and clearance items too, and nothing on this page takes them away.

If something we sold you is faulty, not as described, or does not do what it should, you deal directly with us, not the manufacturer. For a minor problem we may repair it, replace it, or refund it, at no cost to you and within a reasonable time. For a serious problem the choice is yours: a full refund, or a replacement.

Changed your mind?

Sometimes you only know once the gear is in your hands. A change-of-mind return is not something the law requires, but we offer one anyway, because we want you to genuinely love what you buy.

If you change your mind, send any unused item back within 30 days of delivery or pickup and we will arrange a refund or exchange. A few simple conditions keep this fair for everyone:

• Items must be unused and in their original condition, with tags and packaging intact.
• Return postage for change-of-mind returns is at your cost.
• For hygiene reasons, some items cannot be returned once opened.
• Keep your order confirmation handy as proof of purchase.

Change-of-mind returns are not available on pre-order or specially sourced items, since we bring those in just for you. Your Consumer Guarantees Act rights above still apply to everything, including those items, if they arrive faulty.

Faulty or damaged on arrival

If your order turns up damaged, or a fault shows up, get in touch and we will make it right. Until your gear reaches you it is our responsibility, not the courier's, so there is no need to chase anyone else. A quick photo helps us sort a replacement or refund faster.

How to start a return

Email orders@mcbear.co.nz with your order number and what you would like to return, and we will reply with the next steps, usually within one business day. Please wait for our reply before posting anything back, so we can point it to the right place.

Refunds

Approved refunds go back to your original payment method, usually within 5 business days of us receiving the returned item. For a serious fault you are entitled to your money back rather than a credit or exchange, and that is your call, not ours.

Pre-orders and sourced items

Pre-ordered and specially sourced gear is covered by the Consumer Guarantees Act just like anything else. If a pre-order is going to take materially longer than the lead time we quoted, you are welcome to cancel for a full refund. See how pre-orders and sourcing work for the full picture.

See also: Shipping & Delivery and our FAQ.