Returns, Refunds and Warranty

Last updated 3 August 2026

We put a lot of care into designing products that are simple, rugged and built to last. We hate the idea of selling something that fails and ends up in landfill, so if something is not right, please get in touch and we will do our best to sort it properly.

This policy applies to products purchased directly from Compass & Creek through our website.

For products purchased through another retailer, please contact that retailer first. You are also welcome to contact us if you need help working out the next step.

Change of mind returns

We accept change of mind returns within 30 days of your order being delivered.

To qualify for a change of mind return, the product must be:

Unused and in clean, resalable condition

Returned with all parts, accessories, instructions and packaging

Accompanied by your order number or another reasonable proof of purchase

Please contact us before sending anything back so we can confirm the return details and provide the correct Auckland return address.

The customer is responsible for the cost and safe delivery of a change of mind return. We recommend using a tracked courier service, as we cannot take responsibility for returns that are lost or damaged before reaching us.

Any optional shipping charges paid with the original order are not refundable for a change of mind return.

Products that have been used, damaged, modified or returned with missing parts may not qualify for a change of mind refund.

Faulty products

If your product is faulty, not working as it should, or does not match what you ordered, please contact us as soon as possible.

Send us:

Your name and order number

A clear description of the issue

A photo or short video showing the problem, where possible

This information helps us understand what has happened and find the quickest solution. Depending on the issue, we may provide troubleshooting advice, send a replacement part, repair the product, replace it or provide a refund.

Where a fault can be fixed, we may choose to repair or replace the product within a reasonable time. If the fault cannot be fixed, is substantial, or is not resolved within a reasonable time, you may be entitled to choose a replacement or refund under the Consumer Guarantees Act 1993.

You do not need the original packaging to contact us about a faulty product.

Our 12 month warranty

Compass & Creek products include a 12 month warranty from the original date of purchase.

If your product fails during this period because of a manufacturing or material fault, we will repair or replace it. Where required under New Zealand consumer law, another remedy such as a refund may apply.

Our warranty does not cover:

Normal wear from regular use

Accidental damage

Damage caused by misuse or neglect

Damage caused by not following the product instructions

Unauthorised modifications or repairs

Loss or theft

The 12 month warranty is provided in addition to your rights under the Consumer Guarantees Act 1993. It does not limit or replace those rights, and your rights under the Act may continue beyond the 12 month warranty period.

Return shipping for faulty products

If a product is confirmed to be faulty, damaged during delivery or different from what you ordered, Compass & Creek will cover reasonable return shipping costs.

Depending on the situation, we may provide a prepaid courier label or ask you to send the product back and reimburse the reasonable courier cost.

Please contact us before returning the product. Returns sent without contacting us first may take longer to identify and process.

Incorrect, damaged or incomplete orders

Please check your order when it arrives.

If anything is damaged, missing or different from what you ordered, contact us as soon as possible. Ideally, please let us know within 7 days of delivery so we can also follow it up with the courier if needed.

This suggested timeframe does not limit any rights you may have under New Zealand consumer law.

Refunds

Once a return has been received and approved, we will process the refund to the original payment method.

We normally process approved refunds within 3 to 5 business days. Your bank or payment provider may take additional time to show the refund in your account.

If you paid using a buy now pay later provider, the refund will be processed through that provider and will be subject to its processing times.

Exchanges and replacements

Replacement products are subject to availability.

If the original product is no longer available, we will talk with you about a suitable alternative or refund.

Any replacement product is also covered by the Consumer Guarantees Act and the remainder of the original Compass & Creek warranty, or any additional warranty period we confirm to you.

Cancelling an order

If the order has not been packed or collected by the courier, we will do our best to cancel it and issue a refund.

Once an order has been dispatched, it will need to be returned through the change of mind process above unless it is faulty, damaged or incorrect.

New Zealand consumer law

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law.

The easiest way to start a return, refund or warranty claim is to contact Dan directly.

Email: Dan@compassandcreek.com

Phone: +64 22 264 7522

Please include your order number and a brief explanation of what has happened. We will get back to you and work through the best solution.

Cheers

Dan

Compass & Creek