Pricing, Shipping & Returns

A Pac Fire New Zealand staff member will supply a quote based on your selections on the website. This quote can be paid for with selected credit cards, via direct deposit or by cheque.

On occasion, orders will be held after payment has been made for the arrival of stock. This is to save customers on freight. Customers will be notified as quickly as possible if an order is going to be held for the arrival of stock – notification will come via email or as a note on the online order.

We’re sorry, we don’t accept American Express or Dinners Club cards at this time.

Pricing supplied on a personalised quote is subject to change without notice – written prices will be held for a period of thirty (30) days.

Please allow 5 business days from payment for your order to be dispatched. Occasionally, an order will be held for the arrival of stock. This is to save customers on freight. Customers will be notified as quickly as possible if an order is going to be held for the arrival of stock – notification will come via email.

Customer will be notified of shipping via email. This communication will contain the name of the shipping service as well as a consignment note number for tracking updates.

It’s important to note that Pac Fire’s responsibility for the goods ends when the elected freight provider has taken possession of the goods.

If you are not home at the time delivery you can issue an “authority to leave” allowing our carriers to leave the package unattended at your address without a signature. Pac Fire will not be responsible for any lost or stolen packages.

If no “authority to leave” has been issued or the carrier feels leaving the goods is unsafe, the order will be returned to the carriers depot for a short time then forwarded back to Pac Fire. Additional freight charges will apply for a returned or declined delivery.

At this time, Pac Fire cannot accept deliveries to a PO Box or Locked Bag though our online store as this attracts a freight surcharge from our couriers. Please email or call +64 6 3447391 for more information on our freight policy or to process an order to a PO Box or Locked Bag.

While we always strive to ensure on time delivery, there might be instances when the package may be delivered past the confirmed date.

Customers should examine the products upon receipt and Pac Fire shall not be responsible for mis-delivery, shortage, defect or damage to the products unless the purchaser notifies Pac Fire within seven (7) days from the date of delivery.

Change of mind
Pac Fire may, in its absolute discretion, accept the return of standard products to the credit of the purchaser provided prior written approval from one of its authorised representatives is obtained. Goods are to be returned to the nearest Pac Fire branch, unused, undamaged and in original packaging, at the expense of the purchaser within fourteen days (14) of taking receipt of the goods.

Incorrect supply
Pac Fire will correct any issues relating to the incorrect supply of goods as quickly as possible. If the error is deemed to have occurred on Pac Fire’s side of the transaction, return transport and replacement goods can be issued or the order can be cancelled to the credit of the customer.

Note that for special products, such as non-stock helmets, an additional wait time while the item is manufactured may be unavoidably incurred.

Faulty goods
Pac Fire warrants our products will be free from any defect in materials or workmanship upon purchase.

If found on inspection by an authorised representative from Pac Fire a product failure caused by a defect in material or manufacture, Pac Fire will either repair or replace the Product. If the original item of purchase is unable to be repaired or resupplied, Pac Fire will supply an equivalent product or pay for a replacement. This warranty is void when found, after inspection the Product has been used in a manner not in accordance with Pac Fire or our partners recommendations, usage instructions or has been subject to misuse.

Our goods come with guarantees that cannot be excluded under New Zealand Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Pac Fire offers this Warranty separately from any other Warranties implied under the Trade Practices Act. This Product Warranty does not undermine any rights a consumer may exercise under the Trade Practices Act or complimentary state based legislation.

This Warranty applies only:
1. To a Product sold to a consumer or distributor by Pac Fire
2. If the Product is used in accordance with Pac Fire’s (and our partners) recommendations and/or usage

This Warranty will not apply if any of the following occurs:
1. The Product’s malfunction or failure to perform to Pac Fire’s specifications results from:
• deliberate or accidental damage; or
• neglect or modification; or
• incorrect voltage or a power surge; or
• use of non-genuine replacement parts or accessories.
2. Any wear parts included in the Product, (for example including but without limitation: helmet headband, comfort pads, screws and fasteners, etc), reaches the end of their service life;
3. The Product reaches the natural conclusion of its service life (for example including but without limitation: disposable dust masks etc)

Use non-genuine replacement parts in the Product may result in damage to the Product and may invalidate this Warranty.