The returns policy set out below applies to products purchased from our online store, www.iloveflyfishing.kiwi, trading as I Love Fly Fishing Ltd. In the terms below, the expressions "us", "we", "our", and "I Love Fly Fishing" refer to www.iloveflyfishing.kiwi trading as I Love Fly Fishing Ltd, and "you" refers to the Customer.
Change of Mind & Sizing Exchanges
Please choose carefully, as we do not offer refunds if you change your mind, buy the wrong size, or make an incorrect selection.
However, we want you to get the right gear. For full-price items, we will happily offer a product exchange or store credit under the following conditions:
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Timeframe: The item must be sent back to us within 10 working days of receipt.
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Condition: The item must be in its original, brand-new, saleable condition with all tags attached and in its original, undamaged packaging.
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Exchanges & Credit: You can exchange the product for another item of equal or greater value (paying the difference), or receive a store credit. Gift cards cannot be used toward exchanges.
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Sale & Clearance Items: We do not accept any change-of-mind exchanges or store credits on discounted, sale, or clearance items.
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Shipping Costs: Original shipping fees are non-refundable, and the cost of returning the item to us for an exchange is your responsibility.
Faulty Products & Consumer Guarantees
If you receive a faulty product, damaged in transit, or that does not match its description, we will fully meet our obligations under the New Zealand Consumer Guarantees Act 1993 (CGA).
Under the CGA, you are entitled to a remedy if a product fails to meet guarantees of acceptable quality, fitness for purpose, or match its description.
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Minor Fault: If the issue is minor, we will choose to either repair the item, replace it, or offer a full refund.
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Major Fault: If the product has a major defect, you have the right to reject the item and request a full refund, a replacement, or compensation for the drop in its value.
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Timeframes: Statutory guarantees for faults are not bound by our standard 10-day exchange window, nor are they limited strictly to the manufacturer's warranty period. They apply for a reasonable period, depending on the nature and price of the product.
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Packaging: Original packaging is preferred but not legally required to process a return for a genuine product fault.
Returns Process
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Email Us: Contact the team at johan@iloveflyfishing.kiwi to notify us of your return. Please include your order number and details of the item.
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Proof of Purchase: Provide or enclose your original invoice or receipt documentation.
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Shipping: We will provide you with the return address details. If the return is due to a confirmed product fault or a shipping error on our part, we will provide a prepaid courier label. For change-of-mind/size exchanges, return shipping is at your expense.
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Tracking: We highly recommend using a trackable courier service. We cannot take responsibility for returned items that are lost in transit.
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Processing: Once we receive your return, we endeavour to inspect and process it within 24 hours (excluding peak seasonal periods). We will email you to confirm whether an exchange, credit, or refund has been processed. Refunds will be issued via the original payment method or credited to a nominated NZ bank account.
Please note: We do not accept "Collect On Delivery" (COD) shipments. Any unauthorised COD shipping costs will be deducted from any due refund.