REFUND POLICY

Returns 
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, we require a receipt or proof of purchase. 
***Please do not send your purchase back to the manufacturer.***

There are certain situations where only partial refunds are granted (if applicable) 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery 

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@bigals.co.nz

Sale items (if applicable) 
Unfortunately sale items cannot be refunded. So make sure you choose wisely. 

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@bigals.co.nz and send your item to: Big Al's Methven - Snow & Bike
The Square, Mt Hutt Village
CAN, Methven 7730 
New Zealand

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

Shipping 
To return your product, you should mail your product to:
Big Al's Methven - Snow & Bike
The Square, Mt Hutt Village
CAN, Methven 7730
New Zealand 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

Refund & Cancellation Policy for Snow Hire:

School Holiday Period (two weeks):
Refunds or in-store credits will be issued only if ALL local mountains are closed on your scheduled visit. Credits issued under this condition do not expire.

The applicable mountains are: Mt Hutt, Porters, Round Hill, Mt Dobson, Mt Olympus, and Broken River.
If any of these mountains are open and you choose not to attend, no refund or credit will be provided.

All rented gear must be returned by 7:00 PM on the final day of the rental period. Otherwise a charge will be incurred for late returns. 
If you return equipment during a multi-day booking and later decide to re-hire the same gear, a first-day re-hire charge will apply (due to re-processing time).

Outside School Holiday Period: 
We are more flexible with refunds and changes outside the school holiday period. Please discuss any requirements or concerns with staff at the time of hire.

Cancellation Policy:

To cancel a reservation, please contact us as soon as possible by phone or email.

Refunds: If you choose a refund, a 6% processing fee will be deducted from the refunded amount.

Account Credit: Alternatively, you may opt to receive a full-value credit applied to your account with no expiration.

How to Choose: When requesting cancellation, please specify whether you prefer a refund (minus the 6% fee) or full account credit.

Processing Time: Refunds and credits will be processed within 5–10 business days of confirmation.

Processing Fee:

A 6% processing fee will be deducted from all refunds.

For cancellations, refunds, or account credit requests, please contact us.