We want you to be happy with your purchase - you can even return products if you just change your mind, but please make sure you follow our returns process correctly to ensure everything goes smoothly.
You must contact us prior to sending back any products, so we can issue a Return Authorisation Number (RAN).
Click here to email: customer service returns
Please include the following information:
- Your order number
- Details of product/s to be returned
- Reason for return
Special Exceptions to Protect Customers (Personal Items):
*No Change of Mind Exchange or Refund on Personal Items & Food Items
Please choose carefully as we do not offer exchange or refund on personal or food items unless the item is faulty, significantly different from what was shown to you, not doing what it is supposed to do, in breach of manufacturer's warranties or consumer guarantees or where otherwise required by law.
We do not accept returns on these highly personal items or food items to protect our customers : We enforce this to guarantee you are purchasing an unused/unsoiled/perfect-condition items.
Personal items include, but are not limited to:
- eye masks
- face masks / gaiters
- sleeping bags
- sleeping mats
- sleeping liners
- water bottles / mugs
- hair appliances
- manicure sets
- ear plugs
- earbuds / headphones
Food items include, but are not limited to:
- Back Country Cuisine Freeze Dried Food
- Outdoor Gourmet Freeze Dried Food
- By way of explaination, Freeze Dried Foods must be stored in appropriate conditions to ensure longevity. Once the packs have been in the possession of a customer, we cannot determine how they have been handled/stored and therefore we cannot return the goods to our stock.
Returns at our expense:
(we pay the return shipping costs)
We will gladly replace, refund or credit any product, at our expense, under the following circumstances:
- You received the product damaged or faulty (All claims to return an item damaged in transit must be made on soon as you receive your product.)
- We sent you the wrong product
We haven't met our fair trading requirements as governed by Australian law.
Shipping returned products:
If you received a product by Australia Post, our customer service team will email you a RAN which you must affix on the package.
Post the package back to us using Australia Post Registered Post to avoid any possibility of a return item being lost. Once we receive the parcel we will refund your shipping costs.
Returns at your expense:
(You pay the return shipping costs and a restocking/admin fee up to a maximum of 20% of the item value may apply to recover our initial shipping costs)
We accept returns even if:
- You've changed your mind about the product
You made an incorrect choice
You failed to verify and accurately provide information when placing an order
All claims to return a product for the reasons above must be made within 30 days of receiving your product. Should you contact us outside the 30 day period, customer service will consider each claim its merits.
Items returned under these conditions must be in 100% resaleable condition - goods which have been used or are in less than perfect condition are not able to be returned.
Shipping your product return:
As you are shipping the goods back at your expense you can choose your method of delivery (Australia Post or courier). Please ensure you use Registered Post to avoid any possibility of a return item being lost.
Return Authorisation Number
A Return Authorisation Number (RAN) is required before you can send us a returned product. When customer service has issued you with a RAN, the package must be returned to us within 14 calendar days of the issue of the RAN. All Products must be packed in the original, unmarked packaging including any accessories and documentation.
When a replacement product is arranged:
- A replacement for the same product that you ordered will be shipped to you at our expense after we have received your returned Product.
- The delivery time for the replacement product will be based on the live product availability/status on our website.
When a refund/credit is arranged:
- Returns at our expense include all shipping and associated costs for the product.
- No refund/credit will be given to you until we have received your returned product.
- Refunds will be issued via the same method of payment you used to purchase the product. For example, if you purchase using your Visa card, the refund will also be made on your Visa card.
If you have any further questions regarding our returns policy, please contact us.