Online store help
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Returns We offer a reduced risk online shopping experience. If what you received from us is not what you expected or does not fit, send it back to us unworn, with original tags attached, within 14 days and we'll either refund (including the freight charged on the initial order) or exchange depending on what you want to do. We'll cover the cost of sending out a replacement if you so choose. The cost of your freight back to us is non-refundable however (unless we’ve mucked up and sent you the wrong item, in which case we’ll refund you the costs of getting it back to us), so if you need more details about colours, fabrics etc., before you spend your hard earned dollars, drachmas or yen, just email us with your questions. We'd suggest using track and trace courier when returning goods to us for your security as we cannot be responsible for returns that go missing, even though it will cost you more. Note that customised items cannot be returned, however we'll do our best to help make it right. This returns policy applies only to online sales and only to the person who paid for the goods. You must email us and let us know prior to returning the product. Note that unnecessary freight is costly both financially and environmentally, so please choose carefully.
Weights, Measures, and Colours Weights where quoted are as accurate as possible. For garments our standard is to measure a Large. It's tricky to accurately measure packs and things made out of fabric as it all depends how full you get them and how you pack them. We measure the main dimensions as accurately as we can with the product 'comfortably full'.
Volume We live in New Zealand so our volumes are measured in litres. As a guide 1 litre is equivalent to 61.02 cubic inches (go Google calculator!). So a 10 litre pack would be equivalent to 610 cubic inches. Having said that no two manufacturers measure their packs the same way - we've seen packs that we'd call 30 litres rated as 45 while one manufacturer gave up trying to give a meaningful volumetric measure and just rated their bags by Bagel carrying capacity. We're honest and measure ours with accurately measured bags of polystyrene balls.
Body sizing Well again, we measure in metric units. Just remember that an inch is equal to 2.54 centimetres or 25.4 millimetres. So a 100cm long piece of string is roughly 40 inches long (so how long is a piece of string anyway!). If in doubt just type in something like "36 inches in centimetres" in Google - it'll sort you out!
Colours We've tried hard to get pictures which represent our products faithfully, but no monitor truly portrays colours as they are in real life.
Warranties and repairs All Cactus products are warranted to the original owner against faulty materials or workpersonship for the life of the product. We repair or replace at our discretion. This warranty in no way limits your protection under relevant consumer protection legislation. If you have a warranty enquiry there are two options. Both require your product to be scrupulously, meticulously, immaculately clean. Our staff will not touch them otherwise and our precision machinery hates dirt so we'll have to send them back to you to be cleaned if your items turn up dirty... 1 - Contact the Cactus retailer from whom you bought the gear, or go see them with your cleaned product and proof of purchase, and they will get it to us. OR, 2 - Email or call us and we’ll set you up with a return number. Then pack it up (making sure to include your full contact details, a description of the problem, and proof of purchase). Return it to us directly using a tracked and/or insured freight method. In either case we'll assess the product, determine if it is a warranty issue and either perform the repair or contact you to discuss the options. If you have another type of repair you would like done, or a customisation, feel free to contact us to discuss it too. Please be aware that customisation is generally time-consuming and therefore expensive. It can also be difficult to achieve exactly the result you desire. i.e., we make no promises, but we are happy to talk about what we can do and for how much.
Payment Methods We are only able to accept Visa and Mastercard credit cards, as the other options are extortionate in their fees. Sorry! Alternatively you can pay by direct payment into our bank account via internet banking but this will make the order process a couple of days slower. For buyers outside New Zealand, please note that any bank fees charged for international bank transfers are your responsibility so please make sure you arrange the bank transfer and the fees accordingly.
Customs and taxes Some countries have import duties and taxes which are not covered by our freighting service. You will need to enquire about these in your country. Please don't ask us to write anything dodgy on the outside of a parcel like "gifts only", we just can't risk it! GST is collected on sales to NZ customers and our listed web prices include the GST if applicable.
Documents - Shipping and Billing addresses Our shopping cart has options for you to set up different addresses, such as a billing address and a shipping address. It's important to note that we send all documentation with the parcel. We do this so that the parcel has a smooth journey through the freighting and customs clearance processes. It isn't possible to send products without these documents, sorry.
Freight Freight charges are as follows and are subject to change: NZ orders: $8 track and trace courier anywhere in NZ, 1-2 day service from dispatch. Flat rate for any sized order. Freight free for orders over $250NZD.
Australia: $10 untracked airmail, typically 3-5 days from dispatch or add $10 for tracked, couriered parcels. Flat rate for any sized order. We send orders over $250NZD freight free by untracked airmail. If you would like it tracked, you will need to pay the extra $10.
Rest of the world: $15 untracked airmail, typically varies from 1-3 weeks from dispatch depending on location or add $20 for tracked, couriered parcels, usually faster depending on location. Flat rate for any sized order. Delivery may take a little longer for far flung places and during peak posting times. Within New Zealand we use PBT couriers, please don't use a PO Box shipping address as PBT don't deliver to PO Boxes.
Website privacy policy In order to sell online we have to hold some of your private data. We seek to do this in as unthreatening a way as possible. Cactus Climbing Equipment Ltd. ('Cactus') uses information collected from its customers and visitors to its web site to enhance the services we offer to you and to improve your online experience. We take your privacy very seriously. This privacy policy sets out details of the personal information we collect about you and the ways in which we may use that information.
When do we collect personal information? Cactus may collect personal information from you when you use our website. This is voluntary and requires your consent by way of signing up for a customer account or to our mailing list(s).
For what purposes will the personal information be used? We may use the personal information for the purposes of contacting you to ask whether you are interested in any Cactus product or service and informing you of other Cactus products and offers, provided that you choose to receive this information.
Third party sites Our privacy policy does not apply to third party sites that you may access from the Cactus website. You should therefore ensure that you are familiar with the applicable privacy policy before entering any personal information on a third party site.
Security Cactus has implemented several security measures to ensure that your personal information is protected. In addition, Cactus uses SSL encryption and a server firewall to prevent third parties from accessing your personal information and other physical measures to prevent Cactus users from accessing the personal information of other users.
Changes to Privacy Policy We recognise the importance of privacy to our customers and visitors, and intend to remain at the forefront of industry developments in this area. We will keep this policy under review and aim to incorporate advances in security technology as they develop.
Consent By disclosing your personal information to us you indicate your consent to the collection, storage, processing and use of your personal information by Cactus as described in this privacy policy.
Solid open source software Our website has been engineered by the Cactus Design Department and is based on Virtuemart, an ecommerce package which in turn is based on Joomla - a content management system. All of this runs on a Linux/Apache/MySQL/PHP stack. All of this software is open source and is continuously open to critique and improvement. We update as soon as new versions come out addressing potential security issues.
Secure Socket Layer protection Our ordering process is protected by a SSL connection between your computer and our server protecting all those 0's and 1's from interception.
Private Information policy We undertake to not store your private information or credit card details for any longer than is necessary. All our old website data is destroyed periodically.
We take it seriously |