Returns & Refunds

🎄 Holiday Shutdown🎁
Our team will be taking a well-earned break from December 16th to January 5th. 

Any exchanges submitted during this time will be processed from January 6th.

Our exchange period will be extended over this period. 

We appreciate your understanding.

 

We know that sometimes the items you thought you’d love just don’t fit or suit as expected. If you’re not completely satisfied with an item you’ve purchased, we’ll gladly accept a return based on the following:

  • The item must be returned within 30 days of purchase with invoice paperwork.
  • Items and their packaging must be in original condition, unworn with tags attached.
  • Return your items via a parcel carrier of your choice. We do not cover the cost but do recommend a tracked service and keeping a record until you have received confirmation that it has been processed. Please allow up to 10 working days for a return or exchange to be processed.
  • Please try on shoes on soft surfaces inside. We will not accept shoes returned with sole markings.

For further information, please see below:

Money Back Guarantee

Our money back guarantee is what makes this risk free. If you have proof that you purchased the goods from our Chaco NZ online store within the last 30 days, you can obtain a refund. A refund will be made in the same tender as the original purchase. Product returned must be unused and in a condition where it could be resold. We do not cover the return cost but do recommend a tracked service and keeping a record until you have received confirmation that it has been processed.

We offer a manufacturing defect warranty on all products inline with the Consumer Guarantees Act. This warranty does not cover normal wear and tear, accidental damage, improper care, improper use, fit issues or the natural breakdown of materials over extended time and/or use.

Exchange

If a product is unsatisfactory, we can offer to exchange it for another one (i.e. a different size or colour etc.) or another product of the same value. If you would like to exchange your purchase for an item of a different value, we would recommend purchasing the new item online for quicker shipment, and returning your current purchase for a refund. Alternatively you can wait for us to refund your return, and then we can place your new order over the phone with you. Please include your packing slip or invoice/order number (Chaco NZ # 5 digits). As mentioned above, products returned or exchanged must be unused, with packaging intact and all labels etc. returned with the item in order for the product to be resold. We do not cover the return cost but do recommend a tracked service and keeping a record until you have received confirmation that it has been processed.

Faults/Repairs

Chaco products are warranted against manufacturing defects in material and workmanship, in-line with the Consumer Guarantees Act, however, this guarantee does not cover wear and tear, accidental damage, improper care, improper use, fit issues or the natural breakdown of materials over extended time and/or use.

If you have an issue with a product you purchased from Chaco NZ which you believe is faulty/repairable and still under warranty please contact our Customer Service Team to arrange the return of your item for warranty inspection. We do not cover the return cost but do recommend a tracked service and keeping a record until you have received confirmation that it has been processed. If the returned product can be repaired and is still under warranty then the repair will be at our expense. If the product is out of warranty, then we can still have the product repaired, however, the cost of the repair will be charged to the customer. We will contact you prior to advise this and ask for payment to be made prior to the start of the repairs.

Request A Return

Please contact our customer service team to request a return. You can contact customer service using our contact us page.