Returns and Exchanges

'Change of Mind' Exchanges

Although the law does not obligate that we accept returns for 'change of mind', wrong size or alternate preferences, we try to help wherever we can. Therefore, you may exchange for another item if it is available, however no refunds please. Please follow the instructions below.

  • Contact us within 14 days of your purchase date via email to info@chacos.co.nz State the problem and your preference. If the shoes are to be returned we will need to first create a return authorisation number which is to be affixed to the outside of any return packaging.
  • We are unable to confirm or issue exchanges by telephone, or after 14 days since the purchase date.
  • Once you receive acknowledgement from us of your request, and if agreed to by us, please ship the item.
  • The item should be unused and in the same new condition that you received it. It must be in it's original undamaged packaging.
  • The item must be carefully shipped back to us with accompanying packaging and your proof of purchase to:

Chacos NZ
c/o Allsports Distribution Ltd
9 Raywood Crescent
Taupo 3300
New Zealand

  • Please ensure your full name, postal address, email address, phone number(s) and order number/invoice are included so we can arrange shipping of your replacement or contact you if necessary.
  • The customer is responsible for the return freight and any difference in price between the models exchanged. 
  • You should consider using a trackable freight service for your returning item as we can't guarantee that we will receive the goods.

Warranty Issues

Under New Zealand Consumer Law, Chacos Products carry the following guarantees:

Goods must be of acceptable quality. They must be fit for their normal purpose (as described by the manufacturer, in advertising or on packaging). Goods must be safe, durable enough to last for a reasonable time, have no minor defects, and be acceptable in look and finish. If you identify a basic or serious manufacturing fault, we will replace, repair or refund upon inspection.

Goods must match description. The goods supplied must be identical to the example viewed by you on this site. If for example the wrong model was dispatched, we will replace, exchange or refund your item.

Replacements and exchanges are also subject to availability as we frequently sell out of styles, sizes and colours. If we cannot provide the item you require and your request is covered by the points above, we will issue a refund promptly.

 

Please follow the instructions below for returning items for warranty inspection.

  • Contact us via email to info@chacos.co.nz stating the problem with your shoes and any important information about your claim.
  • Please note that we are unable to confirm warranty issues by telephone.
  • Once you receive acknowledgement from us of your warranty claim, and if requested, please return the item for inspection.
  • The item must be shipped back to us with your proof of purchase to:
Chacos NZ
c/o Allsports Distribution Ltd
PO Box 1307
Taupo 3351
New Zealand
  • Please ensure your full name, postal address, email address, phone number(s) and order number/invoice are included so we can arrange return shipping or contact you if necessary.
  • If a manufacturing fault is identified and confirmed, we will cover the replacement freight costs.
  • You should consider using a trackable freight service for your returning item as we can't guarantee that we will receive the goods.

We reserve the right to refuse returns or any request to return or exchange clearance shoes unless the item is faulty or meets the criteria above as per New Zealand Consumer Law.