Refund policy

Flying Dutchman – Returns, Exchanges & Refunds Policy

At Flying Dutchman, we want you to feel confident in the gear you purchase. If something isn’t right, we offer returns and exchanges on eligible items within 30 days of delivery or purchase.

Eligibility for Returns & Exchanges
Flying Dutchman accepts change‑of‑mind returns and exchanges on unused products within 30 days of receipt.

To qualify, items must be:

  • Unused and in original packaging
  • Clean, dry, and free of marks or animal hair
  • Returned within 30 days of delivery
  • Returned at your cost

If your return meets these conditions, we will issue either a Refund or an Exchange.
A return shipping fee will be charged for any exchanged item.

If your return does not meet the above standards, it may be returned to sender.

This policy aligns with the Consumer Guarantees Act (CGA). (https://www.consumerprotection.govt.nz/general-help/common-consumer-issues/change-of-mind/)

Non‑Returnable Items

For safety, hygiene, or regulatory reasons, the following items cannot be returned:

  • Clearance items
  • Cosmetic seconds
  • Sample or recycled items
  • Gift cards
  • Socks and underwear
  • Consumable personal care items (e.g., sunscreen, lip balm, salves, insect repellent, hygiene products)
  • Electronics, climbing gear, or any safety‑critical equipment
  • Any item used in water, training, or rental activities

How to Start a Return or Exchange

To lodge a return or exchange:

  1. Email info@flyingdutchman.co.nz with your order number.
  2. Tell us which item(s) you wish to return or exchange.
  3. Courier your item(s) to our Christchurch address (provided upon request).
  4. Once received, we will inspect your item and process your refund or exchange within 5 business days.

In‑store purchases can be exchanged in‑store or online (with proof of purchase). Online purchases can be exchanged in‑store or online if registered under your email address.

Shipping for Returns

  • You are responsible for paying return shipping costs.
  • Shipping costs are non‑refundable.
  • If your exchange is urgent, please contact us at info@flyingdutchman.co.nz.
  • For items valued over $75, we recommend using a tracked courier service.
  • Flying Dutchman is not responsible for items lost in transit.

 

Refunds
Flying Dutchman provides refunds for eligible change‑of‑mind returns that meet our policy conditions.

Refunds are also provided for:

  • Faulty items
  • Incorrect items
  • Items covered under the Consumer Guarantees Act (CGA)

Refunds are issued to the original payment method.

Damaged or Defective Items
If your item arrives damaged or defective:

  1. Email info@flyingdutchman.co.nz
  2. Include your order number and clear photos of the issue
  3. We will resolve the issue quickly, through repair, replacement, or refund as required under the CGA

Order Cancellation
Once an order has been processed, it cannot be cancelled. If you need to make a change, please contact us immediately and we will do our best to assist.

Accuracy of Product Information
We aim to ensure all product descriptions and specifications are accurate. If you spot an error, please let us know and we’ll correct it promptly.

Need Help?
If you have any questions about returns, exchanges, or product suitability, contact us at:

info@flyingdutchman.co.nz

We’re here to help you get the right gear for your paddling adventures.