Returns & Shipping

RETURNS

ONLINE RETURNS POLICY

We want you to be completely satisfied with your purchase. If for any reason you are not entirely happy, we offer a straightforward returns policy.

Return Policy:

You may return any full priced item purchased from us within 7 days of receipt for an exchange, credit or refund. To be eligible for a return please see the following conditions and complete the return form found here.

  • Items must not be worn, altered or washed.
  • Items must have all tags and packaging attached.
  • Please note, we cannot accept returns on swimwear or headwear for hygiene reasons.
  • Sale or discount items are final sale and cannot be returned
  • Orders purchased with online or loyalty credit are final sale and cannot be returned. Please choose mindfully.
  • Limit of one return per transaction
  • Returns and exchanges received outside of the above timeframe will not be accepted
  • We will not accept returns if the tags are not attached or the garment is in a used, washed, altered or dirty condition, these items will be sent back to you.
  • Any items received by us with no returns form or order number/contact details will be returned back to the shipping address it was sent from.

Shipping and handling charges are not refundable. The return of the item is at your cost and responsibility until it reaches us. We take no responsibility for items lost or damaged in transit while being returned.

 

Shipping and Handling fees:

Mount Longboards offers free shipping (on applicable orders) with the understanding that the customer will keep the goods purchased. Should you choose to return your full priced order for a refund, we will retain any original shipment costs incurred and subtract it from your refund amount. ($7.50 for NZ, $20 Australia, $30 International).

Orders purchased with Afterpay payment method are valid for returns (provided they meet our returns terms and conditions), however please do note it will incur a 5% fee (in a edition to any other applicable fees) that will be deducted from your refund to cover non refundable merchant service fees incurred from Afterpay.

 

Damages and issues:

Faulty products will be remedied according to The Consumer Guarantee Act found here. If items are damaged or faulty, they may be returned for a repair, refund or exchange at our discretion. Please inspect your order upon receipt 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. Shipping & handling charges (if applicable) are only refundable if the original item is faulty or the item you receive is different to your order and can't be replaced. Refunds will only be made to the card used for your original purchase.

 

Exchanges:

Fill out the returns form provided here. If you're worried about stock for your exchange, you can reorder and send your item back for a refund, subject to the stated returns conditions. If you’re exchanging for a different item and there’s a price difference we can either refund the difference or process the extra payment with you.

 

Returns process:

Fill out the return form with your intent to return here, using your order number as your reference.

Securely repackage your items with the returns form and send your return goods back to us. Please ship your package using a traceable shipping method as we do not accept responsibility for packages that we do not ship. If you have received a gift with purchase, the gift must also be returned otherwise the value of the gift will be deducted from your refund.

 

Processing times:

If your package arrives at Mount Longboards within the day timeline specified above, your return will be processed within 2-3 working days. Please allow 1-2 additional business day for your bank to process the refund. Packages received by us after the return timeframe window specified above will not be accepted and will be sent back to you. Refunds will only be made back to the original payment method and/or card provided

 

Returning to our store:

Our store and website have seperate systems and are unable to refund you for your online order. However we can assist you with an exchange of an item purchased online or store credit. You can also drop an item off to our store and our team can arrange a refund with our support team.

 

Additional information:

Please be aware we are also a physical store and there is a possibility for someone to be purchasing an item in our store at a similar time you are purchasing online. In the unlikely case this occurs we will inform you as soon as possible and do our best to fulfil the order, exchange for another item or refund your order.

A partial return from a bundle deal for a refund or credit will remove the original discount and the full price of the kept item(s) will be applied, with the final refund amount adjusted to match that.

If you have any questions please do not hesitate to contact us first before returning your items to prevent any misunderstandings or confusion.

Mount Longboards, 1A/169 Maunganui Rd, Mount Maunganui 3116

ATTN: Online Returns

 

 

SHIPPING

Domestic

New Zealand flat rate - $7.50

All deliveries within New Zealand are sent on an overnight service via NZ Post. However please allow 1-3 working days for the north island and 3-5 working days for the south island for delivery. Also allow 1-2 additional days for rural delivery.

We cannot deliver to P.O Boxes. All deliveries are by courier.

International

Australia flat rate - $20.00

Worldwide flat rate - $30.00

All deliveries to Australia and overseas are sent as signature required via NZ Post. Please use your supplied tracking number any time to see your parcel's progress.

Shipments outside of New Zealand may be subject to import duties and taxes, which are the responsibility of the recipient. This may cause delays beyond original delivery estimates. The international carrier may invoice you for the local taxes and duties, or you may have to deal with local customs directly to organise payment and release of your package.

If an item is held for 5 days at customs or with the delivery provider with no response from the recipient it will be sent back to us, and the cost of this return postage will be deducted from the refund of the item.

If you have any questions regarding shipping feel free to contact us.

 

IN STORE POLICY

Our in-store returns policy is different to our online returns policy. Mount Longboards has a 14 day exchange policy and will happily exchange any full price product within 14 days of purchasing. Please choose carefully as we do not offer refunds due to change of mind. Items may be exchanged or returned as credit to use in-store. Items must be returned in their original condition, unworn with tags attached along with the receipt or proof of purchase. Additionally, Sale or discount items, headwear (caps and hats), swimwear and under garments are final sale. Faulty products will be remedied according to The Consumer Guarantee Act found here.