Refund policy

GLYDE Returns, Refunds & Warranty Policy

Effective Date: July 2026

At GLYDE, we are passionate about creating premium swimming, triathlon and open water products that perform exactly as designed.

We want you to purchase with confidence. If something isn't right, we'll work with you to find the best solution. This policy explains when products can be returned, exchanged or refunded and outlines your rights under the New Zealand Consumer Guarantees Act 1993.

Our Promise

Every GLYDE product is carefully inspected before it leaves our warehouse.

If your product arrives damaged, is faulty, or does not meet the guarantees provided under New Zealand consumer law, we will repair, replace or refund it where appropriate.

For change-of-mind purchases, our returns policy below applies.

30-Day Return Policy

Most unused products may be returned within 30 days of delivery.

To qualify for a return, products must:

  • Be unused

  • Be in brand new condition

  • Include all original packaging

  • Include all tags, accessories and manuals

  • Be in a condition suitable for resale

  • Include proof of purchase

Returns that do not meet these requirements may be declined.

Change of Mind

We understand that sometimes you simply change your mind.

Provided the product has not been used and meets the return requirements above, we are happy to offer either:

  • Exchange

  • Store Credit

  • Refund (at GLYDE's discretion)

Original shipping costs are non-refundable unless required by law.

Customers are responsible for return freight on change-of-mind purchases.

Products That Cannot Be Returned

For hygiene and safety reasons we cannot accept returns on products that have been used, worn in water or are no longer in original condition unless they are faulty.

These include, but are not limited to:

  • Goggles

  • Ear Plugs

  • Nose Clips

  • Swim Caps

  • Swimwear

  • Compression Garments

  • Socks

  • Personal Care Products

  • Skincare Products

  • Chlorine Removal Products

  • Nutrition Products

  • Towels that have been used

  • Any product showing signs of use

GLYDE Goggle Fit Policy

Choosing the correct goggle is similar to choosing the correct running shoe—it must suit your individual face shape.

A goggle leaking does not automatically mean it is faulty.

Every swimmer has a different facial structure and not every model fits every face.

Before using your goggles in the water you should:

  • Read all fitting instructions.

  • Watch our Goggle Fitting Guide.

  • Correctly adjust the nose bridge (where applicable).

  • Correctly tension the strap.

  • Ensure the gasket seals evenly around both eye sockets.

Once:

  • Protective films are removed

  • Packaging is opened beyond normal inspection

  • Goggles have been used in water

they cannot be returned or exchanged unless they are confirmed to have a manufacturing fault.

For the best possible fit, we recommend visiting an authorised GLYDE retailer where our team can professionally fit your goggles.

Wetsuit Returns

GLYDE wetsuits are premium performance products.

We encourage customers to:

  • Carefully review our sizing guide.

  • Contact our team before purchasing if unsure.

  • Try the wetsuit on indoors only.

To remain eligible for return, wetsuits must:

  • Never have been used in water.

  • Have all tags attached.

  • Have no fingernail tears.

  • Have no marks, scratches or damage.

  • Be returned in original packaging.

Wetsuits used in pools, oceans, lakes or rivers cannot be returned unless faulty.

Damage caused by incorrect fitting, fingernails, jewellery or misuse is not considered a manufacturing fault.

Swimwear

Due to hygiene reasons:

Swimwear can only be returned if:

  • Unworn

  • Unwashed

  • Hygiene liner intact

  • Tags attached

  • Original packaging included

Any swimwear that has been worn in water cannot be returned unless faulty.

Ear Plugs & Nose Clips

For hygiene reasons these products cannot be returned after opening unless faulty.

Skincare, Shampoo & Body Care

Products including cleansers, shampoos, conditioners, body wash, lotions, balms and similar items cannot be returned once opened.

If products arrive damaged or faulty, please contact us immediately.

Faulty Products

If you believe your product has a manufacturing fault:

Please contact us as soon as possible with:

  • Order number

  • Description of issue

  • Clear photographs

  • Video where appropriate

Some products may need to be returned for inspection before a warranty decision is made.

Products found not to have a manufacturing fault may be returned to the customer.

What Is Not Covered

Our warranty does not cover:

Normal wear and tear

Accidental damage

Incorrect storage

UV damage

Pool chemical damage

Chlorine degradation

Salt build-up

Improper washing

Cuts

Abrasions

Fingernail damage

Pet damage

Vehicle damage

Commercial use beyond intended purpose

Failure to follow care instructions

Damage caused by incorrect sizing

Damage from jewellery

Modification of products

Warranty Period

GLYDE products are covered by warranties appropriate to their intended use.

Warranty periods may vary between products.

The warranty covers manufacturing defects only.

Normal wear through regular swimming or racing is expected and is not considered a defect.

Consumer Guarantees Act

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or any other applicable consumer legislation.

Where required by law, GLYDE will provide an appropriate remedy.

International Orders

International customers are responsible for:

  • Return shipping costs

  • Duties

  • Taxes

  • Customs charges

GLYDE is not responsible for customs delays or import charges imposed by destination countries.

Shipping Damage

If your parcel arrives damaged:

Please notify us within 48 hours of delivery.

Keep:

  • Packaging

  • Product

  • Shipping box

Photographs are required before claims can be processed.

Incorrect Items

If we accidentally send the wrong product:

We'll arrange a replacement as quickly as possible and cover reasonable return shipping costs.

Sale & Clearance Items

Unless required by law:

Sale, clearance, discontinued and promotional products may not be eligible for refund.

Exchanges or store credit may be offered where appropriate.

Return Process

  1. Contact GLYDE Customer Support.

  2. Include your order number.

  3. Explain the reason for your return.

  4. Wait for return approval.

  5. Securely package the item.

  6. Send the product using a tracked courier service.

  7. Our team will inspect the product.

  8. We'll contact you once the assessment is complete.

Unauthorised returns may be refused.

Refund Processing

Approved refunds are generally processed within 5–10 business days after inspection.

Refunds are issued back to the original payment method unless otherwise agreed.

Product Care

Following the recommended care instructions helps maximise product life.

Failure to properly care for products may affect warranty eligibility.

Always:

  • Rinse after use.

  • Dry naturally out of direct sunlight.

  • Store in a cool, dry place.

  • Avoid excessive heat.

  • Do not leave products in vehicles.

  • Follow all product-specific care instructions.

Need Help?

Our team is made up of swimmers, triathletes and open water specialists.

If you're unsure which product is right for you, or need help with sizing, fitting or care, we're here to help before and after your purchase.

Email: hello@glyde.nz

Thank you for choosing GLYDE. We appreciate your support and look forward to helping you enjoy every swim.