Shipping, Returns and Refunds

Last updated 3 August 2026

We want ordering from Compass & Creek to be straightforward. Below is everything you need to know about delivery, returns, exchanges, refunds and our product warranty.

Shipping within New Zealand

We currently ship throughout New Zealand from our HQ in Auckland.

Express shipping is free on all New Zealand orders.

Estimated delivery times

Non rural North Island addresses usually arrive overnight.

South Island addresses usually arrive within 2 working days.

Rural addresses can take up to 3 working days.

These delivery times are estimates and apply once your order has been dispatched. Courier delays, severe weather, public holidays and other circumstances outside our control may occasionally affect delivery times.

If your order is taking longer than expected, contact us and we will follow it up with the courier.

Delivery address

Please check that your delivery address is complete and correct before placing your order.

Contact us as soon as possible if you notice a mistake. We will do our best to update the address before the order is dispatched, but we cannot guarantee changes once the courier has collected it.

Damaged, missing or incorrect orders

Please check your order when it arrives.

If your parcel arrives damaged, contains the wrong product or is missing something, contact us as soon as possible.

Please include your order number, a description of the issue and a few clear photos where possible. We will work through it with you and arrange the appropriate replacement, repair or refund.

Returns

We accept returns for faulty products and eligible change of mind purchases.

You must contact us before returning any product. Please do not send a return without speaking with us first.

Once your return has been approved, we will email you a return shipping label and instructions for sending the product back to us.

Change of mind returns

You can return a product within 30 days of delivery if you have changed your mind.

The product must be new, unused and in its original packaging. All parts, accessories, instructions and packaging must be included.

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

Contact us with your name and order number to request a return. Once approved, we will send you a return shipping label and return instructions.

Return shipping

For a change of mind return, the cost of the return shipping label is the customer’s responsibility. This amount will be deducted from the approved refund.

If a product is faulty, damaged during delivery, incomplete or different from what you ordered, Compass & Creek will cover the cost of the return shipping label.

There is no restocking fee.

Exchanges

We accept exchanges within 30 days of delivery for products that are new, unused and returned with all original packaging, parts and accessories.

Contact us before returning a product for an exchange. Once approved, we will send you a return shipping label and instructions.

For a change of mind exchange, the customer is responsible for the return shipping label cost and any additional delivery cost.

If an exchange is required because the product is faulty, damaged or incorrect, Compass & Creek will cover the reasonable shipping costs.

Exchanges are subject to product availability.

Refunds

Once your return has arrived, we will inspect it and let you know when it has been approved.

Approved refunds will be issued to the original payment method within 10 days.

For change of mind returns, the cost of the return shipping label will be deducted from the refund.

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.

Faulty products

We spend months designing our products to be robust, reliable 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 contact us.

Send us your order number, a description of what has happened and a photo or short video showing the problem where possible.

Depending on the issue, we may provide troubleshooting advice, send a replacement part, repair the product, replace it or provide a refund.

A faulty product does not need to be unused or in its original packaging for you to contact us.

Our 12 month warranty

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

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.

The warranty does not cover normal wear, accidental damage, misuse, neglect, unauthorised modifications, loss, theft or damage caused by not following the product instructions.

Our warranty is provided in addition to your rights under the Consumer Guarantees Act 1993. It does not replace or limit those rights.

Cancelling or changing an order

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

Once an order has been dispatched, it will need to be returned under the return conditions above.

New Zealand consumer law

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

The easiest way to arrange a return or get help with a delivery is to contact Dan directly.

Email: Dan@compassandcreek.com

Phone: +64 22 264 7522

Please include your order number and a quick explanation of what has happened.

Cheers

Dan

Compass & Creek