Returns and Exchange Policy
Change of Mind Return Policy
At K2 Base Camp, we always aim for you to enjoy the outdoors, and be 100% satisfied with our products after your purchase. You are entitled to either an exchange of products given that we have available stock, a store credit, or a full refund if your order/products meet the below conditions:
- K2 Base Camp must receive items within 30 days of purchase.
- Products and packaging must be in their original and resellable condition. Please see our guidelines for how to send us products in an acceptable condition.
- Health and safety risk items such as climbing equipment, gift cards and underwear are not allowed for returns so products must not be on the return exclusion list. (click to view list).
- Products must not be on clearance, reduced to clear, or outlet.
- You must have proof of purchase (in-store purchases only).
- You must arrange and pay for the shipping of the goods.
- New Zealand & International Orders: The customer is responsible for all the shipping costs or fees involved in any exchange or return.
Faulty/Wrong Item Return Policy
If you have received or purchased a product that does not function as advertised, is broken or damaged, or is a different product than the purchased item, then we categorise that product as a faulty/wrong item. In these cases please contact us immediately and you will be entitled to either an exchange of products given that we have available stock, a store credit, or a full refund if your order/products meet the below conditions:
- Products and packaging must be in their original and resellable condition. Please see our guidelines for how to send us products in an acceptable condition.
- If the products are no longer in their original condition and there is an unreasonable cosmetic/functioning failure that is not related to improper usage or wear & tear through time, then you could be eligible to submit a warranty claim.
- You must have proof of purchase (in-store purchases only).
List of Non-approved Items for Change of Mind Returns
- Outlet Items (You can only exchange, we do not accept refunds)
- No Exchange & Refund Products (These are special case products and are stated in the product information)
- Gift Cards
- Special Customer Orders
- Guide Books & Maps
- Food Products
- Underwear, Socks, Thermals & Swimwear
- Neckwear & Face Masks
- The Bulky Item Surcharge
- Aid Equipment
- Carabiners, Quicklinks, Figure Eights & Maillons
- Harnesses
- Helmets
- Ice & Alpine Equipment
- Protection (Cams, Nuts, Hexes, Tricams)
- Pulleys, Swivels & Plates
- Quickdraws & Dogbones
- Ropes & Rope Devices (Ascenders, Descenders, Belay, Grabs)
- Slings, Safety Slings, Cord & Webbing
- Slacklines (Primitive, Ratchet, Hardware, Leashes, Webbing)
Online Purchase Return Process
You can simply initiate the return process by clicking on the below button and following the necessary steps before submitting your request.
If you have any questions or need assistance, you can always give us a call at 07 3854 1340.
Store Purchase Return Process
If the products you purchased, are eligible for a return or an exchange, then you can bring the products with your proof of purchase to the store and you can choose one of the options below:
- exchange the item with another size or a different product (only if in stock)
- have the funds as a store credit
- get a refund to the original payment method.
If you have any questions about our return policy, you can always contact us at 07 3854 1340 or via info@k2.com.au.
You can also submit a return request by clicking the button below. We will politely ask you to fill the form with below information:
- The bill name and surname
- An image of the invoice or receipt
- The reason for the return (e.g. a faulty product, the wrong size and etc…)
- Images of the items (if there is an issue with product)
- Details of the problem (if there is an issue with product)
- The preffered outcome (exchange with another item, store credit or refund)
After we receive your request, we will respond to you within 2 business days and will inform you about your options.
Product Condition Checklist
- Products must be undamaged, unworn, unused, unwashed, or in their original condition.
-Products must have all the original labels, branding, packaging, manuals and etc.
- The packaging of the product must be intact and in its original condition. Please put products in appropriate satchels, jiffies or cardboard boxes to add extra protection and please avoid using sticky materials such as tape or glue directly on products or packaging.