Warranties and Returns

BaseNZ.com Warranty and Return Policy

What if there's something not quite right with my online purchase? It's the wrong size or not quite what I was after. What are my options?

Firstly if it is a warranty then warranty periods vary between products and brands so your first step is to get in contact with us to discuss your specific warranty issue. When an item is returned to us we will contact you along with the manufacturer to discuss your options.

If it is just a return because your item is not what you were after, didn't fit, etc then that's ok too, scroll down to find out what you can do about returning your purchase. 

Returns & Exchanges

Can I exchange/return an item?

You can exchange/return any item apart from earrings and final clearance products* within 30 days of purchase. In a case where you are unhappy with the goods supplied and wish to exchange for a different item please contact us first before sending the goods back, this way we can put aside your exchange or let you know if it is available or not.


  • Sale items cannot be refunded but you can exchange or receive a credit for purchase amount (large items with occur a $10 shipping and handling fee for an exchange).
  • Only full priced items are allegeable for a refund.
  • Return postage is customers expense. 
  • All returns must be unworn / unused with all original tags and packaging included. 
  • Final Clearance products cannot be returned or exchanged.
  • Swimwear must have the hygiene seal intact to return.

We will inspect the item on receipt and contact you to discuss options.

Should there be a difference in price between the items the money can be refunded/charged back to your original pay method or we can credit/deduct the difference from you online Rider Rewards account.

Circumstances vary between exchanges, we understand and treat every exchange specific to your needs.

Please note if you wish to return a large sale item for an exchange there will a $10 re-shipping charge.

Full shipping costs will need to be paid for international exchanges.


We always want you to be completely satisfied with your chosen product. If you are unhappy with the goods supplied for any reason please contact us before returning the item. You can return an item to Basenz.com within 30 days of purchase.

The item must be accompanied with original packaging, receipts and the filled out BaseNZ.com returns form that shipped originally with the item. (Note : Filling in the returns form with as much information as possible really speeds up the process.)

When an item is returned to us we will inspect the product and contact you to discuss further. We are online shoppers too and understand circumstances can vary between purchases – if you’re worried, drop us a call and we will fill you in.

100% Right of Returns Online Policy 

Satisfaction Guarantee:

If for any reason you are not completely satisfied with your purchase (including sale items) within 30 days of receiving your order. Please follow these procedures to ensure a prompt refund, replacement, or credit:

  1. Contact us at shop@baseNZ.com to obtain returns form and Returns Authorization number. 

  2. Using a good carton/packaging, return your item/s via insured Courier Post Mail or other Parcel Carrier of your choice. Note: products must be unused with all original packaging and tags on.

  3. Keep a record of your shipment until you have received a credit, refund, or replacement.

For additional information on our return policies, please contact our Customer Service department at 03 443 6698, or e-mail us at shop@basenz.com

Please note that we cannot cancel orders or accept returns on Skis that have been mounted with bindings to a specific boot sole length specified by a customer. We will always try and work something out to come to a positive resolution but as a rule, if we drill holes in a ski to mount a binding to a specific boot sole length we cannot just un-mount the binding and the ski be considered in 'new' condition. Please contact us in the rare occurrence that this occurs and we'll treat it on a case by case basis. 



Every item Basenz.com carries is covered by a warranty from the individual manufacturers. The manufacturer alone will decide whether to repair or replace defective merchandise.

Covered: Generally, warranties cover defects in materials and workmanship and not accidents.

Not Covered:

  • Damage from abuse, neglect, accidents, and racing are not covered under any warranty.

  • Labour and shipping are not covered under any warranty.

Basenz.com offers its customers any manufacturer's warranty on merchandise we sell PLUS our 2yr guarantee on all NEW Skis and Boards. But otherwise, we make no warranty, express or implied, as to the merchant-ability or fitness for any particular purpose of the merchandise in our catalog.

Since each manufacturer has different warranty procedures, contact info@basenz.com and we'll help get your warranty issue taken care of.

Basenz.com shall not be responsible for the improper use of the merchandise sold and the customer is urged to exercise caution and take all necessary safety measures in using the merchandise.

For more specific information, please read the manuals included in the product packaging. You can also contact our Customer Service department at 0800 BASESHOP, or e-mail us at shop@basenz.com

Important Qualifiers

  • We reserve the right to add a 10% re-stock fee to packages arriving without a valid RA#.

  • ALL items must be returned in their original condition, including the original packaging, manufacturer's containers, documentation, warranty cards, manuals and all accessories.

  • Do not mark or deface the original manufacturer containers in any manner.

  • Packages must be returned prepaid.

  • Refunds will only be made via the method in which the order was paid.

  • We strongly suggest sending returns insured for the full value and with a tracking number to insure a full and prompt refund.

  • If merchandise is damaged due to improper packing or packaging, refund or exchange may not be given per basenz.com discretion.

  • All shipping and insurance charges will be refunded for product shipped in our error.

What is the BaseNZ online return address?

BaseNZ.com (returns),
39 Helwick Street, 
Otago, 9305, 
New Zealand

If you are returning an item, please contact us first as it will speed up the process of resolving your issue immediately. 

If you wish to, for example, change a size, we may not have the required item in stock. So we can check and reserve it with the supplier before we receive the return and ensure we can fulfill your order. 

What do I do if my gear arrives damaged or it’s not what I ordered?

Unfortunately, it does occasionally happen. Give us a call/email and we will jump into action, this must be within 30 days of receiving the product.

We do our utmost to ensure purchased goods are correctly shipped and delivered in the condition you would find them on our shop floor. But orders are sometimes damaged in transit or incorrectly shipped. Just get in touch if this happens and we will jump into action to correct.

When will I receive my refund?

If applicable, a Refund/Credit will be issued after the warehouse receives, inspects and processes your return, which can take up to 5 business days. You will receive a confirmation email when your return has been processed. Credit Card refunds can take up to 72 hours to appear on your statement. Credit Card Refunds shall be processed as a reversal transaction through our Secure Payment System. Should the Payment be via Bank transfer, please provide the Bank Account Number that we may transfer the refund to. Should you have any queries please do not hesitate to contact us.