Returns

Due to the high costs of freighting, and credit card charging, any non warranty returns will incur a 20% restocking fee. Freight is non-refundable, so if you need more details about colours, fabrics etc before you spend your hard earned dollars, drachmas or yen, just Email us.

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 manufacture 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 truely portrays colours as they are in real life.

Warranties and repairs

All Cactus products are warranted to the original owner against faulty materials or work personship 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.

Due to the high costs of freighting, and credit card charging, we can't accept returns other than for warranty purposes. Freight is non-refundable, so if you need more details about colours, fabrics etc before you spend your hard earned dollars, drachmas or yen, just email us.

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 we'll have to send them back to you...

1 - Visit your nearest Cactus retailer with your cleaned product and they can get it to us

2 - Pack it up and include full contact details, a description of the problem and proof of purchase if available, and return it to us directly

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

If you have another type of repair you would like done, or a customisation, feel free to contact us to discuss

Why the $60 Order minimum?

Seems unfair huh? Unfortunately it's just the way it is. For a little company like us, the freight is not economic and we end up paying for the pleasure of sewing when it should really be the other way around. For those of you who really need a small item, send us an email and we'll be happy to arrange it for you if you don't mind paying the freight cost. 

Payment Methods

We are only able to accept Visa and Mastercard, as the other options are extortionate in their fees. Sorry!

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!

Documents - Shipping and Billing addresses

Freight

We use NZ Post air parcel service which should get to you in 7 - 10 days. A little longer for far flung places and during peak posting times. Within New Zealand we use PBT couriers, please dont use a PO Box shipping address as PBT dont deliver to PO Box's.

Track and Trace is extra

We can arrange a courier service through NZ Postl. This is faster than our standard post option, and gives a sure fire track and trace option - you can check their website and see your parcel making it's way to you. Please contact us for more information about rates for this. As a rough rule of thumb for a 2 kilogram parcel this would cost around $35NZ to common first world desinations.

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 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

If you ever have any problems, questions, ideas or beefs please email us. We take this seriously and would much rather you inform us than hold a grudge! If you  know of a way we could improve we'd love to hear about it.