At outdoorlightgear, operated by CAMPING LAB LIMITED, we stand behind the quality of our gear. If your order does not meet your expectations, we provide a structured and fair resolution process.
1. Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with EU Consumer Rights Directives, customers residing in the European Union have the right to withdraw from their purchase within 14 days of delivery without justification.
Condition: Items must be returned in their original, unused condition with all packaging intact.
Notification: Please email contact@outdoorlightgear.com to initiate the process.
2. Damaged or Defective Goods (Performance Guarantee)
We assume full responsibility for transit risks. If an item arrives damaged or faulty:
Notify us within 14 days with photographic evidence.
Upon verification, we will issue a full refund or a replacement dispatch immediately.
Simplified Resolution: To minimize your inconvenience, verified damaged items do not need to be shipped back to us.
3. Returns Procedure
For standard returns under the Right of Withdrawal:
Return Address: CAMPING LAB LIMITED, 43d Allens Road, East Tamaki, Auckland 2013, New Zealand.
Costs: The customer is responsible for direct return shipping costs unless the item is faulty. We recommend using a trackable shipping service, as we cannot process refunds for items lost during return transit.
4. Non-Delivery & Extended Delay Resolutions
We partner with DHL, FedEx, and UPS to ensure a 5–12 business days.
Investigation: If your order has not arrived within 12 days, we will launch a formal inquiry with the carrier.
Commitment: If the carrier confirms the parcel is lost or if the delay exceeds reasonable limits, we will provide a full refund or re-dispatch your order at no extra cost.
5. Refund Processing
Method: Approved refunds are credited back to the original payment method (Visa, Mastercard, AMEX, Apple Pay, or Google Pay).
Timeline: Once approved, please allow 5-7 business days for the transaction to reflect on your statement, depending on your financial institution’s processing times.
6. Legal Compliance & Accountability
This policy is governed by the laws of New Zealand and respects the mandatory consumer protections of the European Union.
Entity: CAMPING LAB LIMITED (NZBN: 9429051682729).
7. Contact Support
For all refund inquiries, please reach out to our dedicated team:
- Email: contact@outdoorlightgear.com
- Tel: +64 92745016