Returns, Refunds and Warranty

Last updated 2 September 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, get in touch and we will sort it properly.

This policy applies to products bought directly from Compass & Creek through this website. If you bought from another retailer, contact them first. You are still welcome to contact us if you need help working out the next step.

Start here

Contact us before sending anything back.

Email: Dan@compassandcreek.com Phone: +64 22 264 7522

Include your order number and a quick explanation of what has happened. Once your return is approved we will email you a return label and instructions. Returns sent without contacting us first take a lot longer to identify and process.

Change of mind returns

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

To qualify, the product must be:

• Unused and in clean, resalable condition
• Returned with all parts, accessories, instructions and original packaging
• Accompanied by your order number or another reasonable proof of purchase

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

For a change of mind return, the cost of the return label is yours and will be deducted from the refund. There is no restocking fee.

Faulty products

If your product is faulty, not working as it should, or is not what you ordered, contact us as soon as you can.

Send us your name and order number, a clear description of the issue, and a photo or short video showing the problem where possible. That is usually enough for us to work out what has happened and find the quickest fix.

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

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 sorted within a reasonable time, you can choose a replacement or a refund under the Consumer Guarantees Act 1993.

You do not need the original packaging, and the product does not need to be unused, to contact us about a fault.

If a product is confirmed faulty, damaged in delivery, incomplete or different from what you ordered, we cover the return shipping cost.

Our 12 month warranty

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

If your product fails in that time because of a manufacturing or material fault, we will repair or replace it. Where New Zealand consumer law requires it, another remedy such as a refund may apply.

The 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 sits on top of your rights under the Consumer Guarantees Act 1993. It does not limit or replace those rights, and your rights under the Act may continue past the 12 month period.

Incorrect, damaged or incomplete orders

Check your order when it arrives.

If anything is damaged, missing or different from what you ordered, let us know as soon as you can. Ideally within 7 days of delivery so we can follow it up with the courier if we need to. This timeframe does not limit any rights you have under consumer law.

Exchanges and replacements

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 first so we can approve it and send you a label.

For a change of mind exchange, the return label cost and any extra delivery cost are yours. If the exchange is because the product is faulty, damaged or incorrect, we cover the reasonable shipping costs both ways.

Exchanges and replacements are subject to stock. If the original product is no longer available we will talk with you about a suitable alternative or a refund.

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

Refunds

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

We process approved refunds to the original payment method within 5 business days of approval. Your bank or payment provider may take a few more days to show it in your account.

For change of mind returns, the return label cost is deducted from the refund.

If you paid with a buy now pay later provider, the refund goes back through that provider and is subject to their processing times.

Cancelling an order

Contact us as soon as you can if you need to cancel or change an order.

If it has not been packed or collected by the courier, we will do our best to cancel it and refund you. Once an order has been dispatched it needs to come back through the change of mind process above, unless it is faulty, damaged or incorrect.

Pre orders

Pre order items can be cancelled for a full refund at any time before they are dispatched. Just email us.

Once a pre order has shipped, the normal 30 day change of mind and warranty terms above apply from the date it is delivered.

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.

Australian customers

If you are in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

Our 12 month warranty is in addition to those rights.

Contact us

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

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