Our approach
If a sample item from the items page does not feel right for your walks, we want the return process to be as calm and clear as the rest of the site. This page explains the simple steps and timelines.
How long you have
Members can request a return within 30 calendar days of receiving the item. We measure the period from the day the parcel arrives, not the day it was dispatched. This applies to items in their original, unused condition with all included care notes and packaging.
Items that can be returned
- Refill bottles and care kits in their original, unopened state.
- Daypacks and similar carry items showing no signs of outdoor use.
For hygiene reasons, items that have been used outdoors cannot be returned, even if they appear in good condition.
How to start a return
Send us a short message through the contact page with the order reference and a brief description of the reason for the return. A circle volunteer will reply during the next working day from Wellington time and share the return address along with simple packing notes.
Refunds
Once the item arrives back to us in the agreed condition, we issue the refund within five working days, using the same method that was used for the original payment. The shipping cost of the original delivery is refunded only when the return is due to an error on our side.
Damaged or incorrect items
If an item arrives damaged or different from the description on the items page, please contact us within seven days of delivery. We will look into the situation, confirm the next steps, and arrange a replacement or a full refund as appropriate.
Updates to this policy
This Return Policy may be updated from time to time. The date at the top of this page reflects the most recent revision. Any changes will apply to orders placed after the update.