Sending Back Your Return

Thanks for filling out our Return Form!

(Did you get to this page without filling out a Return Form? Make sure you fill out the form first before sending back your return - we can't process your return without it! Click here to go back to our main Returns page and complete the form).

 

Here's what you need to do now: 

1. Information to include

Grab a slip of paper to go in the parcel and write on it:

  • Your Name
  • Order Number (e.g. SM12345)

If you do not include this information, we may not be able to identify your parcel when it is received.

2. Pack up your item(s)

Pack up the item(s) you are returning safely and securely, to prevent possible damage to either the item or its packaging (we recommend using bubble wrap or other protective materials, and do not use any adhesives on the item itself or its packaging as these may mark the packaging when they are removed and we will not be able to process the return).

3. Send

Simply address your parcel and send to:

MTB Direct
925 Waikite Valley Rd,
Waikite Valley,
Rotorua, 3077

Please note that customers are responsible for the cost of return postage, and for ensuring the parcel reaches us safely. You may wish to consider a registered/insured service. Returns are not be accepted in person by our warehouse.

What happens next?

We’ll assess your item and process a store credit, or a refund back to your original payment method. We aim to do this within 72 business hours of receiving the parcel (as long as the Return Form has been submitted - we cannot process any items that come back to us without this electronic form already submitted).

You'll receive an email notifying you once it has been processed.

We’ll refund the price you paid for that particular item, but note that we don’t refund any shipping costs originally charged and we deduct any promotional savings (e.g. if you purchased 2 items as part of a "buy 2 items, get 10% off", and return one of them, we will refund the difference as though you just purchased the 1 item).