Refund policy
1. Change of mind
We don't offer returns for change of mind. Please choose carefully before purchasing.
2. Faulty or damaged products
If your product arrives damaged, is defective, or doesn't match what you ordered, please contact us at info@stillwatertackle.co.nz within 30 days of receiving it. Include your order number, a description of the issue, and photos where possible.
Where an issue is confirmed as a fault, we will repair, replace, or refund in accordance with your rights under the New Zealand Consumer Guarantees Act 1993. We will provide a return shipping label and cover all return shipping costs from New Zealand and Australia for confirmed faults. Items sent back without first contacting us to request a return will not be accepted.
3. What isn't a fault
The Cooper DehookerPro™ is a precision-engineered tool with a fine-tipped design that allows it to reach deep into a fish's throat or gullet to engage and reverse the hook. Because of this design, the tip must be treated with care. Using the tool as a lever, hammer, or prying device is outside its intended use and may damage the tip — damage of this kind is not considered a manufacturing fault and is not covered under this policy.
The following are also not considered faults:
- Corrosion resulting from failure to rinse with fresh water after saltwater use
- Impact damage or damage from misuse
- Normal wear and tear over time
- Modifications made to the product
For best longevity, rinse with fresh water after each use, dry before storage, and apply a light lubricating oil periodically.
4. Refunds
Once we receive and inspect a returned item, we will notify you of the outcome. If a refund is approved, it will be returned to your original payment method within 10 business days. Processing times vary by bank or card provider. If more than 15 business days have passed since approval and you haven't received your refund, contact us at info@stillwatertackle.co.nz.
5. Contact
For all returns and refund enquiries: info@stillwatertackle.co.nz