Refund & Return Policy
At AVERX, we aim to provide high-quality everyday carry gear and excellent customer service. If there is an issue with your order, please contact us and we will work with you to find a fair solution.
Upfront Quality & Change of Mind
Because we invest our time and resources into rigorous upfront testing and material verification in New Zealand, we ensure that what you see is what you get. To maintain our pricing structure and direct-shipping model, AVERX does not accept returns or offer refunds for a change of mind (e.g., if you decide you do not want the item, ordered the wrong variant, or found it cheaper elsewhere). We eliminate the guesswork on the front end, ensuring the gear you buy is exactly the gear you expect.
Damaged, Defective, or Incorrect Items
While we vet our suppliers, manufacturing defects or transit damage can occasionally happen. If your item arrives damaged, defective, or is incorrect, please contact us as soon as possible.
Please include clear photos of the issue so we can accurately assess the problem with our suppliers.
To help us resolve the issue swiftly with our suppliers, please include:
1. Your order number.
2. A clear description of the defect or damage.
3. Clear photos or video evidence showcasing the issue.
Once we assess the issue, if a product has a statutory defect or major failure, you may choose between:
1. A full refund back to your original payment method.
2. A brand-new replacement product shipped at no extra cost to you.
Lost Packages
If an order appears lost in transit, please contact us. We will initiate an investigation with the shipping carrier and our global suppliers before determining the most appropriate resolution. If a package is then confirmed lost by the carrier, we will issue a full replacement or refund.
Refund Processing
Approved refunds are processed immediately back to your original payment method. Please note that processing times vary depending on your bank or payment provider (typically 3–7 business days).
Warranty Coverage
Some products may include supplier-backed or manufacturer-backed warranties. Warranty coverage varies by specific product.
Consumer Guarantees (Australia & New Zealand)
Nothing in this policy excludes, restricts, or modifies any consumer guarantees, rights, or remedies you may have under the Australian Consumer Law (ACL) or the New Zealand Consumer Guarantees Act 1993 (CGA).
Our goods come with statutory guarantees that cannot be excluded under local consumer laws. You are entitled to a replacement or refund for a major failure and 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.
Contact Us
We care about the caliber of the products we sell. If you need to report an issue with an order, please contact us directly at: contact@averxgear.com.