Returns & Refunds

Return Policy (New Zealand)

This return policy applies to Franz Josef Wildlife Centre located in New ZealandĀ and
online at

All return postage and packaging is at the cost of the purchaser.

Our change-of-mind policy:

If you change your mind, you can return most products (see below) provided the
following conditions are satisfied:

  • Proof of purchase must accompany the product being returned. You will need to
    provide an original receipt or online tax invoice which includes reference to the item
    you are returning; and
  • The product must be unwashed and unworn with the original tags attached and in
    resalable condition (it must not have been damaged or altered in any way by you).

We do not accept the return of products under our change-of-mind policy that

  • Sale or marked down
  • Socks;

For change-of-mind returns we will choose whether you are given a refund, credit or an exchange for the same item or for an alternate item (which we consider to be of equivalent type or value).

Consumer Guarantees:

You have statutory rights under the New Zealand Consumer Law that are in addition to and are not limited by our change-of-mind policy or by any other return policy, statement or comment we might make. If a consumer guarantee is not met, for example, if a product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or to be compensated for any drop in the value of the product (if you keep it).
If the issue with the product is a minor one, we may choose to offer you a free repair of the product. The consumer guarantees do not apply where, after the sale, the product is damaged through misuse or abnormal use.

Further information about the consumer guarantees is provided here: 

(which includes details about the consumer guarantees)

and here: help/common-consumer-issues/faulty-products/ 

(which includes details about your rights where a consumer guarantee is not met).

To make a claim under the consumer guarantees, you will need to return the item to us and provide proof of purchase. We expect the proof you provide to include some specific reference to the item your claim relates to or the specific amount paid for the