Shipping & Returns Policy
This policy outlines how The Bat Co Lab handles the shipping, delivery, return, and replacement of items sent to or received from users, including equipment loans and merchandise orders.
By ordering from our website or participating in our detector loan programme, you agree to the following terms.
1. Shipping
We currently ship items within New Zealand only.
A. Survey Equipment (e.g. Bat Detectors)
Bat detectors are sent prior to your booked survey dates.
Detectors are typically dispatched as soon as stock is available, at least 3–5 business days before your survey period begins.
Shipping is via a standard courier service; you will receive tracking details by email where applicable.
Return packaging and instructions will be included for sending the equipment back.
B. Merchandise and Products
Products (e.g. educational resources, books, merchandise) are shipped within 3–5 business days of purchase.
Delivery timeframes may vary depending on location and courier performance.
2. Shipping Costs
Shipping costs are calculated at checkout and may vary based on item type, weight, and delivery region.
For loan equipment, shipping and return postage fees may be covered by us or passed on to the participant, depending on the programme terms (clearly stated at time of booking).
You are responsible for any additional shipping costs if the address provided is incorrect or if the parcel is returned due to non-collection.
3. Returns & Exchanges
A. Physical Products
You must return the detector and all included materials (cables, cases, guides) in good condition using the supplied return label and packaging.
You must notify us of your desire to return within 7 days of receipt and return your detector within 14 days of receipt.
If an item arrives damaged or defective, contact us within 3 days of delivery and include a photo. We will arrange a replacement or refund.
Returns for faulty or incorrect items are accepted at no cost to you.
We do not offer change-of-mind returns or exchanges on merchandise unless required under the Consumer Guarantees Act 1993.
4. Lost, Damaged, or Unreturned Equipment
For detector kit loans:
You are responsible for equipment while it is in your care.
If equipment is damaged due to misuse, returned incomplete, or not returned at all, you may be invoiced for repair or replacement costs.
If your return shipment is lost in transit, please contact us immediately so we can assist with tracking or claims.
5. How to Contact Us
If you have a shipping or return question, or need to report a problem with your order or equipment, contact:
The Bat Co Lab
Email: hello@thebatcolab.co.nz
Website: https://www.thebatcolab.co.nz
We aim to respond within 2–3 business days.