Refund policy
Like any good retailer, physical or online, our policies align with those of the ACCC
The ACCC website is pretty heavily worded, so allow us to try and make it easier for you by using our near 30 years of retail experience, here are the most common questions we find we are asked, described in simple terms:
What is a consumer claim and/or warranty
A consumer claim is typically more along the lines of "if" an item has a major problem - that is its probably not something obvious at the time of purchase.
Say for example the product:
- has a problem that would have stopped someone from buying the item if they had known about it,
- is unsafe,
- is significantly different from the sample or description,
- doesn't do what we said it would, or what you asked for and can't be easily fixed.
You can choose a few options including a refund or exchange, or keep the item and we will compensate you for any drop in value.
If the problem is not major, we can choose to repair the item (within a reasonable time).
Warranty
Different than a consumer claim, this is most likely a defective flaw in a product - it is most likely very obvious the first time you use it.
What it is not, is a claim against wear and tear, or misuse.
We like to say no zipper ever woke up in the morning saying it wanted to damage itself, or in other words, zippers don't break themselves, people break zippers...thus not a warranty. Same said with tent poles.
Keep this in mind especially when it comes to lighter weight gear...a compromise is going to be durability...and we will probably tell you that!!
We will use our expertise to assess and at times when required, refer this to the original manufacturer. If the item is deemed defective, we will issue you with a new product, supported again, by the original manufacturer.
Change of mind
Under the rules, we are not automatically required to provide a refund or replacement if you change your mind. But we are reasonable people, we are all customers ourselves of other businesses, and if you change your mind within a timely manner (less than 14 days), and we can resell the product to another customer without loss to any parties (i.e. it's untouched, packaged as new, etc), then we will try our best to help you out, most likely with an in-store credit.
Damages and issues
It is important to inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. No point in doing this later and saying "it was like that from the start".
Clearance Items and Gift Cards
We cannot accept returns on sale items or gift cards. Clearance items are bargains, enjoy that, you got a bargain. If it is defective, that is probably part of the reason it is discounted - we will let you know.
Gift Cards cannot be redeemed for cash (well, a few cents we might do), and cannot be replaced if lost.
Lastly, please keep your proof of purchase - e.g. your receipt. Even better, give us your name at the time of purchase and we will keep the record in our system. We are not obliged to provide service if the product was not purchased through us, which is not to say we won't, but we may charge a fee to help in order to cover our administrative costs.