Kathmandu complaint?

Do you have a dispute or a bad customer experience with Kathmandu? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

Kathmandu customer service in New Zealand takes calls on freephone 0800 001 234 and email at support@kathmandu.co.nz, and the Kathmandu website also has live chat and a support form. Stores can help with purchases made there, with returns and with repairs. Kathmandu runs separate websites for Australia, the UK, Europe, Canada and the US, so customers there use the contact details on their own Kathmandu site. Have your order number or receipt, the product name and code, and photos of any fault ready.

Faulty gear or a refund to sort out? Start your complaint here as well, and we push it out to Kathmandu by email, social media and printed letters.

Kathmandu's refund policy in New Zealand allows change-of-mind returns for a refund within the period set out in its returns policy, as long as the item is unused, in its original packaging with the tags attached, and you have proof of purchase. The policy covers full-price, sale and clearance items, but not goods sold as seconds, underwear or NZ DOC Hut tickets. Items bought in a store go back to a store; online orders can go back to a store or by post, with the return postage at your cost, and exchanges are done in store.

Faulty, damaged or wrong items are a separate matter: Kathmandu asks you to visit a store or contact customer service before sending them back, and the Consumer Guarantees Act gives you rights to a repair, replacement or refund for goods that are not of acceptable quality, whatever the change-of-mind rules say. Purchases made through a marketplace such as Trade Me go back through that marketplace.

Refund refused on gear you believe is faulty? Raise it through our complaint process: our trained AI opens a case for you and keeps coaching you on what to send Kathmandu and when to push again.

Kathmandu's head office, which it calls its support office, is in Christchurch, and its address is in the contact details at the top of this page. To take a complaint to head office, email support@kathmandu.co.nz or call 0800 001 234, say clearly that you are making a complaint, and put the word complaint and your order or receipt number in the subject line. Lead with the store or order, the dates and the outcome you want, then explain what went wrong, and keep copies of all you send.

Complaint for head office to put in writing? We help you write it in minutes, with the receipt, the fault and each date set out clearly.

Kathmandu is owned by KMD Brands Limited, a company listed on the NZX and the ASX that also owns Rip Curl and Oboz. The New Zealand business is Kathmandu Limited, with its support office in Christchurch, and the brand began in New Zealand in 1987. Kathmandu has been a certified B Corp since 2019.

For a complaint about a Kathmandu purchase, Kathmandu customer service is the route, on 0800 001 234 or at support@kathmandu.co.nz, rather than the KMD Brands investor contacts.

Almost certainly not. Kathmandu says a scam aimed at well-known brands, its own included, builds official-looking websites with huge discounts such as 80% off, and it has been working with Meta and Google to take them down. A deep discount reached through a social media ad is the usual warning sign.

Nothing has been reported about Kathmandu here yet. Our research shows what typically goes wrong at outdoor clothing and gear retailers: jackets, packs or tents that fail sooner than expected, waterproofing or down that does not perform as described, change-of-mind returns turned down outside the policy, online orders that arrive late, short or wrong, loyalty points or member offers that do not apply, and repairs that take longer than hoped.

Seams leaking on a rain jacket after a few trips? Be the first to report it: your case opens the record for the next tramper choosing a Kathmandu jacket.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of Kathmandu through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with Kathmandu can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.