Shop Terms & Conditions
We want you to be 100% happy with your shopping experience and we will
provide a full refund or credit on any item (unless otherwise stated
below) within NZ. Please return your item(s) unused and in original
condition, as you received it, within 14-days from the date of purchase.
If you wish to exchange an item for any reason, please place a new
order for the items that you want. Please note that it is your
responsibility to pay for the return postage costs, no postage costs are
refundable. We cannot assume responsibility for returned items that are
lost in the post. Your statutory rights are not affected.
If you wish to return an item purchased online due to a change of
heart, we will provide a refund in full less a 15% processing fee.
All Item(s) will be inspected upon return
Item(s) must be returned with all original packaging intact and tags
attached. Item(s) returned with incomplete or damaged packaging or
missing or unattached tags may be refused or subject to a restocking fee
In the unlikely event that an item is returned to us in an unsuitable
condition, we may have to send it back to you at the customer’s cost
Item(s) returned as unused/unworn, that have clearly been used, worn, washed or heat molded will be refused
We cannot accept out-of-date or opened nutrition products
All sales are final on the purchase of ex-hire bikes.
Do not apply the returns label to the original packaging. Please use a
box or parcel bag to package the item rather than applying the label to
the item's packaging
We reserve the right to refuse this free service on a case by case basis
Please retain your proof of postage
If you pay for a delivery service, we will not refund the delivery cost
unless the item is faulty or the incorrect item has been sent to you
In the case of partial returns, Chill – Explore With Us reserves the
right to void any discounts and the customer will be liable to pay the
full listed price advertised online
There are no refunds on the return of clearance items. Chill - Explore
With Us will offer a store credit for the value of the product at the
price paid for the return of clearance items.
We do not offer an exchange programme at this time, please place a new order
Whilst we will make every effort to supply you with the products
listed on your order, there may be occasions where we are unable to
supply these products because, for example, (i) such products are no
longer being manufactured or available or (ii) if there was a pricing
error on the Chill – Explore With Us website. In such circumstances we
will contact you to inform you and may suggest alternative products that
you might wish to purchase. If you do not accept our suggestions then
we will cancel your order in relation to those products we cannot supply
and repay you any money that you may have paid to us in respect of
those products. In the event of a typographical error or technological
error causing a mistake in price to be shown, Chill – Explore With Us
reserves the right to correct the error and to charge you the correct
price. Before it does so, Chill – Explore With Us will notify you of the
mistake and will offer you the opportunity of a full refund. You will
receive a notification with or prior to your delivery. Repayment of such
monies will be the extent of our liability to you if we are unable to
deliver to you the products you have ordered.
Laybys
A deposit to the value of 20% of the total purchase price is required to start a layby.
- Payments are to be made fortnightly or monthly.
- Laybys should not exceed 3 months.
- Failure to complete payments in the specified time makes the goods and the 20% deposit liable for forfeiture.
- A layby can be cancelled by the purchaser within the 3 month period
however the 20% deposit is payable as a cancellation fee.
- Layby items cannot be exchanged or refunded after the layby has been finalised and collected if you change your mind.
- Layby not valid on Chill Passes or Chill Pass products
Bike Hire, Alpine Gear Hire, & Workshop Terms & Conditions
Bikes/alpine gear hired by Chill must be returned by the hirer in the
same condition that it was hired. We allow for wear and tear, including
wear on brakes, tires, and small running issues.
Bikes/alpine
gear returned that require new equipment and/or significant repair are
at the cost of the hirer. Bikes/alpine gear that are stolen are the
responsibility and cost of the hirer. Bikes/alpine gear that are not
able to be repaired are at the cost of the hirer.
A credit card
is taken at the time of hire as security for return of the bike/alpine
gear. Any costs associated with the repair, loss, or damage to the
bike/alpine gear at the time of the hire will be charged on the credit
card. A report on the bike/alpine gear condition and required repair
will be presented to the hirer for consideration.
Cancellation Policy - Bike Hire:
Cancellation is based solely on the amount of notice you provide and is strictly upheld.
| Notice Period | Eligibility |
| More than 28 days prior to hire start date | 85% refund |
| Between 14-28 days prior to hire start date | 50% refund |
| 48 hours - 14 days prior to hire start date | 15% refund |
| Less than 48 hours prior to hire start date (or during) | No refunds or credits will be issued |
Cancellation Policy - Alpine Gear Hire:
We can give you a refund if you get in touch with us 48 hours before your hire, less a 15% admin fee.
A cancellation less than 48 hours prior to hire will not receive a refund or be able to transfer the booking to a new date.
Bike Tour Terms & Conditions
Cancellation Policy:
- If you cancel 21 days or more prior to the tour date, you can apply for a full refund less 15% deposit (admin fee)
-
There is no refund if you cancel less than 21 days prior to the tour
date. No refunds will be provided in the event of injury, illness
(including Covid-19), lack of fitness, or ability.
If the tour
is cancelled by Chill Explore due to circumstances outside our control, a refund
less 15% will be given. This is at the discretion of the guide, and
safety is the most the most important consideration.
In case of rain or inclement weather, the bike tour will be changed to a walking tour, umbrellas can be provided by Chill.
Chill Pass Terms & Conditions
For Chill Pass Terms & Conditions, please click here.
Guided Alpine Tours Terms & Conditions
Craigieburn Haute Route, Craigieburn Mini Mission, Four Day BAC Course, and Five Week Alpine Classic:
- Full refund less 15% deposit (admin fee) if you cancel more than 21 days prior to start.
- If you cancel 21 days or less prior to the trip start there is no
refund. No refunds or reschedules will be provided in the event of
injury, illness (including Covid-19), equipment failure, lack of
fitness, or ability.
- If the trip is postponed due to weather conditions on day one, a refund less 15%.
- Processing fees are not eligable for refunds.
Snow Safety and Introduction to Touring Courses:
- If you cancel 21 days or less prior to the course start there is no
refund. No refunds or reschedules will be provided in the event of
injury, illness (including Covid-19), equipment failure, lack of
fitness, or ability.
- If you cancel more than 21 days prior to
start you can apply for a full refund less a 15% admin fee. Processing
fees are non-refundable.
- If the course is postponed due to weather conditions on day one, a refund or another course will be offered.
- A course can be postponed by Chill Explore if there is not enough interest/confirmed bookings.
