Refund policy

At Thrive, we are committed to providing high-quality action sports gear and excellent customer service. We understand that sometimes issues may arise, and we want to ensure a smooth return process. Please review our return policy below.

1. No Returns for Change of Mind

We do not accept returns or exchanges if you change your mind about a purchase. Please choose carefully before completing your order.

2. Faulty or Defective Products

If you receive a faulty or defective product, we will gladly provide a refund, exchange, or store credit in accordance with the New Zealand Consumer Guarantees Act.

Eligibility for Returns Due to Faulty or Defective Items:

  • The item must be unused and in its original packaging.
  • You must notify us within 14 days of receiving the item.
  • Proof of purchase (receipt or order confirmation) is required.
  • We may require photos or an inspection before approving the return.

3. Incorrect or Damaged Items on Arrival

If you receive an incorrect or damaged item, please contact us within 7 days of receiving your order. We will arrange for a replacement or refund at no additional cost to you.

4. How to Request a Return

To request a return for a faulty or incorrect item:

  1. Email us at thrivesupplynz@gmail.com with your order number, a description of the issue, and photos (if applicable).
  2. Our crew will review your request and respond in a timely manner.
  3. If approved, we will provide a return shipping label (for faulty or incorrect items only).
  4. Once we receive and inspect the item, we will process your refund or exchange.

5. Refund & Exchange Process

  • Approved refunds will be issued to the original payment method.
  • Exchanges will be processed once we receive the returned item.
  • Shipping costs for returning faulty or incorrect items will be covered by Thrive.

6. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns on:

  • Helmets and protective gear (unless faulty).
  • Gift cards.

7. Contact Us

If you have any questions regarding our return policy, feel free to reach out:

  • Email: thrivesupplynz@gmail.com

Thank you for shopping with Thrive! We appreciate your support and are here to help if you have any concerns.