Returns, Exchanges & Warranty Policy

Elefant Snowboarding offers change-of-mind returns, exchanges or refunds on full-priced items only, provided the return request is made within 21 days of purchase.

Sale, clearance, promotional or discounted items are final sale and are not eligible for change-of-mind refunds or exchanges unless otherwise stated.

All returns require prior written authorisation from Elefant Snowboarding.

Do not return any item before receiving written confirmation from Elefant Snowboarding. Unauthorised returns may be refused and returned to the sender.

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

• unused and unworn
• unwashed
• in original, clean and fully saleable condition
• free from odours, deodorant, cosmetics, stains, dirt, pet hair or other signs of use
• free from damage or alteration
• returned with all original tags attached
• returned with any original packaging or accessories supplied with the item

Elefant Snowboarding reserves the right to refuse any change-of-mind return that does not satisfy these conditions.

Items showing evidence of wear, washing, use, alteration, damage, contamination or misuse will not be accepted for change-of-mind return.

All costs associated with a change-of-mind return are the responsibility of the purchaser.

The purchaser remains responsible for the returned item until it has been received by Elefant Snowboarding.

We strongly recommend using a tracked and insured courier or postal service. Elefant Snowboarding is not responsible for items lost, damaged or misdirected while being returned to us.

Refunds or exchanges will only be processed after the returned item has been received and inspected.

Approved change-of-mind refunds will be made to the original payment method.

Unless required by law, refunds will be limited to the amount paid for the returned item.

Original shipping costs, courier charges, duties, taxes and other delivery-related charges are non-refundable for change-of-mind returns.

Any additional shipping costs associated with an exchange are the responsibility of the purchaser.

Customers are responsible for selecting the correct product, colour and size before completing their purchase.

Ordering the incorrect size, colour or product is treated as a change-of-mind return and is subject to the conditions above.

Elefant Snowboarding reserves the right to refuse a return where there is reasonable evidence that:

• the item has been worn or used beyond what would reasonably be necessary to inspect it
• the item has been washed or altered
• damage occurred after delivery
• the item has been incorrectly cared for
• the item has been substituted or is not the item originally supplied
• the condition of the item is inconsistent with the customer's description of the issue
• the claim appears misleading, fraudulent or abusive

Where necessary, Elefant Snowboarding may request photographs, proof of purchase, additional information or return of the item for inspection before determining the appropriate outcome.

NZ consumer law also recognises that a remedy is not required where a customer caused the problem through misuse or alteration, damaged the product after delivery, or simply changed their mind.

Elefant Snowboarding warrants its products against defects in materials and workmanship when used for their intended purpose and cared for in accordance with any supplied care instructions.

Please provide:

• your name
• order number or proof of purchase
• a description of the issue
• clear photographs showing the alleged fault
• any other information reasonably requested by Elefant Snowboarding

Elefant Snowboarding is entitled to inspect and investigate a claimed fault before determining whether a product is defective and what remedy is appropriate. NZ Consumer Protection specifically notes that a business does not have to simply accept a customer's assertion that a product is faulty without investigation.

Where reasonably required, the product must be returned to Elefant Snowboarding for inspection.

Our warranty does not cover:

• normal wear and tear
• damage caused by misuse, abuse or neglect
• accidental damage
• abrasion, cuts, tears, impact damage or damage caused by external objects
• damage caused by incorrect washing, drying or care
• damage resulting from failure to follow care instructions
• fading or deterioration resulting from normal use
• damage caused by alteration, modification or customisation
• damage caused by unauthorised repairs
• damage caused after the product has been delivered to the purchaser
• cosmetic wear that does not materially affect the function of the product

A product will not be considered defective merely because it has deteriorated through reasonable use and wear.

Where Elefant Snowboarding determines that an item has a genuine defect in materials or workmanship, we may provide a repair, replacement or refund, as appropriate.

For minor faults, NZ law generally allows the retailer to remedy the problem within a reasonable time, including through repair, replacement or refund. For serious failures, the customer may have additional statutory rights.

Where a returned item is found not to be faulty and the issue has instead resulted from misuse, damage, incorrect care or another excluded cause, Elefant Snowboarding is not responsible for providing a warranty remedy.

Customers may be required to initially return an item for inspection.

Where the product is confirmed to breach applicable consumer guarantees, reasonable return postage costs will be reimbursed where required by law.

Where no defect or breach is found and the problem was caused by misuse, damage, alteration or another excluded cause, return or inspection costs may remain the responsibility of the purchaser.

Warranty and return claims must be accompanied by reasonable proof of purchase.

This may include:

• order confirmation
• receipt
• bank or card transaction record
• other documentation reasonably identifying the purchase

Warranty coverage applies to genuine Elefant Snowboarding products purchased directly through our website or from an authorised Elefant Snowboarding retailer.

Where an item is repaired or replaced under warranty, the repaired or replacement item remains covered for the balance of the original applicable warranty period and any rights provided by law.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Consumer Guarantees Act 1993 or other applicable consumer protection legislation.

For ordinary NZ consumer sales, the CGA generally cannot simply be contracted out of.

Approved returns must not be sent unless prior written return authorisation has been issued by Elefant Snowboarding.

Elefant Snowboarding reserves the right to update this Returns, Exchanges & Warranty Policy from time to time.

The policy applicable to a purchase will be the version published on our website at the time the relevant claim or return is made, subject always to any rights that cannot legally be excluded.