Refund Policy

REFUNDS, RETURNS & WARRANTY POLICY

Last updated: September 2026

OUR COMMITMENT

Escapade stands behind the products we sell. Our products come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993.

Products must be of acceptable quality, fit for their normal purpose, match their description and remain durable for a reasonable period, taking into account their type, price and intended use.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law.

CHANGE-OF-MIND RETURNS

Escapade is not required to provide a refund, replacement or exchange where you:

• Change your mind.
• Order the wrong product, size, colour or model.
• Decide that you no longer want or need the product.
• Find that the product is unsuitable because a clearly disclosed compatibility, coverage, installation or operating requirement has not been met.

We may agree to accept a change-of-mind return at our discretion. Any approved product must be unused, unopened, complete, undamaged and in fully resalable condition, with all packaging, accessories, labels and seals intact.

Approval must be obtained from Escapade before returning the product. The customer is responsible for all return shipping costs associated with an approved change-of-mind return, and the original delivery charge will not normally be refunded.

COFFEE AND OTHER CONSUMABLE PRODUCTS

For food-safety and hygiene reasons, coffee and other consumable products cannot be returned for a change of mind once the outer packaging, individual sachets or product seals have been opened.

Personal taste preferences, including preferences concerning roast profile, strength or flavour, are not considered product faults.

This does not affect your rights where a product is contaminated, damaged, incorrectly supplied, unsafe, affected by a manufacturing defect or otherwise fails to meet the guarantees provided by New Zealand consumer law.

If there is a problem with a coffee product, please retain the packaging and contact us with:

• Your order number.
• Photographs of the product and packaging.
• The batch or manufacturing information.
• A description of the problem.

PRODUCT INFORMATION AND SUITABILITY

Before purchasing, please carefully review the product description, specifications, compatibility information, installation requirements, operating conditions, safety warnings and any ongoing service or connectivity requirements shown on the product page.

Some Escapade Tech products may depend on external requirements, including:

• A compatible vehicle, roof-rack or mounting system.
• Suitable static and dynamic roof-load capacity.
• Professional or specialised installation.
• A compatible electrical supply or battery system.
• Mobile, GPS, satellite or other third-party network coverage.
• A separate subscription, service plan or third-party product.
• Specified environmental, temperature, weather or operating conditions.

Where these requirements have been clearly disclosed, a product will not normally be considered faulty merely because it cannot operate in a location or configuration that does not meet those requirements.

If you are uncertain whether a product is suitable for your vehicle, location or intended use, please contact us before purchasing. If Escapade expressly confirms that a product is suitable for a particular purpose you have described, your rights under the Consumer Guarantees Act continue to apply.

By completing checkout, you confirm that you have had the opportunity to review and agree to the applicable product information, this policy and our Terms and Conditions. This acceptance does not exclude or reduce your statutory consumer rights.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

Please contact us as soon as reasonably possible if a product:

• Arrives damaged.
• Is faulty or unsafe.
• Is materially different from its description.
• Is not the product you ordered.
• Does not perform its normal purpose.
• Does not perform a particular purpose that you discussed with us and reasonably relied on us to confirm.

We are entitled to inspect or test the product before determining the cause of the problem and the appropriate remedy.

If the failure is minor and can be remedied, Escapade may choose to repair the product, replace it with an equivalent product or provide a refund. The remedy will be provided within a reasonable time and without charge.

If the failure is substantial, cannot be remedied within a reasonable time or creates a safety risk, you may be entitled to reject the product and choose a refund or replacement in accordance with the Consumer Guarantees Act.

MISUSE, DAMAGE AND FAILURE TO FOLLOW INSTRUCTIONS

Escapade may decline a claim where inspection or other available evidence shows that the problem was caused or materially contributed to by:

• Accidental, deliberate or malicious damage.
• Misuse, neglect, abuse or improper storage.
• Incorrect installation, assembly, operation or maintenance.
• Failure to follow supplied instructions, warnings or care requirements.
• Use outside the product’s stated specifications, load limits or environmental ratings.
• Installation on an incompatible vehicle, mounting system or electrical supply.
• Continued use after a fault, warning or unsafe condition became apparent.
• Unauthorised repairs, modifications, disassembly or replacement parts.
• Normal wear and tear consistent with the product’s age and use.
• Loss, theft or damage occurring after delivery that was not caused by a product failure.

A claim will not be declined merely because a product has been used. However, the CGA does not require a remedy where the customer’s misuse, alteration, damage or failure to follow instructions caused the problem.

WARRANTY SEALS, TAMPERING AND UNAUTHORISED WORK

Warranty, security and tamper-evident seals help us determine whether a product has been opened, altered or accessed by an unauthorised person.

A broken, missing or altered seal does not automatically remove your rights under the Consumer Guarantees Act. However, it may form part of our assessment.

Escapade may decline a claim where inspection or other evidence indicates that unauthorised disassembly, repair, modification, substituted components, removed serial numbers, deliberate interference or other tampering caused or contributed to the problem.

We may also decline a claim where deliberate interference prevents us from reliably identifying the product, determining its condition or assessing the original cause of the reported fault.

Do not attempt to repair, modify or dismantle a product before contacting us.

MAKING A RETURN OR WARRANTY CLAIM

Before returning any product, contact info@escapade.nz and provide:

• Your name and order number.
• The product name and serial number, where applicable.
• A clear description of the issue.
• Photographs or video showing the product and problem.
• Details of how the product was installed, operated and maintained, where relevant.

We may request additional information or arrange troubleshooting before authorising a return.

Please do not send products to our postal address without prior authorisation. We will provide the correct return instructions and address once the return has been approved.

Products should be securely packaged to prevent further damage. Original packaging is helpful but is not required for a valid CGA claim. Where a refund or complete replacement is being considered, all supplied components and accessories should be returned unless we advise otherwise.

RETURN SHIPPING AND ASSESSMENT COSTS

For smaller products, you may initially be asked to pay the cost of returning the product for inspection. If the product is found to have a genuine fault or otherwise fails the Consumer Guarantees Act, Escapade will reimburse reasonable return shipping costs.

For large, installed or difficult-to-transport products such as SkyFort, contact us before removing or returning the product. We will advise whether an inspection, repair, collection or other assessment process is appropriate.

Where assessment confirms that the product is not faulty, or that the problem was caused by misuse, damage, incompatible equipment, incorrect installation, unauthorised modification or failure to follow instructions, the customer may be responsible for reasonable return, redelivery and assessment costs.

We will not require payment of an assessment fee as a condition of providing a remedy where the Consumer Guarantees Act has been breached.

REFUNDS

Approved refunds will be returned to the original payment method unless another method is required by law or agreed with you.

Where a full refund is required because of a valid product failure, it will include the applicable purchase price and any delivery or return costs that Escapade is legally required to reimburse.

Change-of-mind returns accepted at our discretion will not normally include original shipping charges, and return shipping remains the customer’s responsibility.

Refunds will be processed promptly once approved. The time taken for funds to appear may depend on your bank or payment provider.

PRODUCTS PURCHASED FROM A RETAILER

If you purchased an Escapade product from an authorised retailer, your sale contract is with that retailer. Please contact the retailer first so they can assess the product and provide any remedy required under the Consumer Guarantees Act.

PRE-ORDERS

Cancellations and refunds for pre-orders are also subject to the pre-order provisions in our Shipping, Delivery and Pre-orders Policy. Those provisions do not limit any rights available under New Zealand consumer law.

CONTACT US

For returns, product concerns or warranty enquiries, contact:

Email: info@escapade.nz
Phone: 0508 546 835
Business hours: Monday–Friday, 8:30 am–4:30 pm, New Zealand time

Escapade is a trading name of Lintek Tracking Solutions Limited.