Outback Equipment is committed to customer satisfaction. If you are unhappy with any product you receive, simply contact us so we can work with you to resolve the issue as quickly as possible.
Under the Australian Consumer Law there are a number of consumer guarantees that entitle you to return a product and obtain a replacement or refund, under certain conditions. In all instances we strongly recommend that you contact us before sending any items back, to ensure a smooth process for all parties.
Items damaged in Transit
Items can be damaged whilst on their way to you unfortunately, for which we are sorry and want to correct as soon as possible. Please take a few photos of what you have received damaged (any part /item numbers visible would be a great help), as well as any damaged packaging and send them to Returns.
Outback Equipment must be advised within 5 business days from the time of delivery so that we can initiate a claim with the freight carrier. We may not be able to assist if advised of items damaged in transit after this time.
Items lost in Transit
Once your item is on it’s way to you with a freight carrier, we trust that it gets to you as soon as possible. If items do become delayed in transit, we recommend that you make contact with us and we’ll raise the matter with the carrier. Lodging an enquiry with the freight carrier yourself, as the receiver, may also assist in a faster resolution by the freight carrier.
Whilst items are in transit, we are unable to cancel/refund/resend your order.
If for any reason you no longer want the items once received by the freight carrier, you can return the goods to us for exchange or store credit within 30 days from delivery.
Where an item has been deemed lost by the freight carrier and confirmed to Outback Equipment, we will either resend the item(s), credit your Outback Equipment account or provide a full refund.
Incorrect addresses or redirections
Where an item is in transit to you and a redirection is requested (change of address or return to sender), an additional cost could be incurred. Please contact the Customer Service team to discuss further as redirections aren’t always available.
If Outback Equipment has sent you a different product from what you have ordered, or if an item is missing, we really didn’t mean to. Please take a few photos of what you have received (any part /item numbers visible would be a great help), as well as the packaging for what you did receive, and send them to Returns. We will do our best to have the incorrect item returned as soon as possible and/or the correct item sent out to you.
You do need to advise us as soon as possible after receipt of items, so they can be recovered or returned within 30 days from delivery. We are unable to accept items that have been used or fitted.
Understanding the Hygiene Exception
'Wet suits' and 'Sleeping Bags' are classified as intimate apparel, which is subject to strict hygiene regulations. We prioritise the health and safety of our customers, and for this reason, we cannot accept returns or exchanges on wet suits once they have been purchased.
If a product has a major fault, please contact Warranties as soon as you are made aware of the problem. A repair, replacement, or refund will be organised depending on the issue and upon acknowledgement of a major fault by the manufacturer or supplier.
Any repairs that may need to be carried out will be done so by the manufacturer and not by Outback Equipment. If a repair cannot be made, then Outback Equipment will liaise with the manufacturer to have the item replaced or a refund will be offered.
Note: Goods are only warranted for defects in manufacturing. The standard warranty across most products is 12 months unless otherwise specified by the manufacturer.
Change-of-mind or incorrect choice
For any purchases where a change-of-mind occurs or an incorrect item has been chosen, you have up to 30 days from time of delivery to return the product (at your own cost) for an exchange or a store credit. Refunds are not available for a change of mind. Please contact Change of Mind if you are considering returning an item These items must be returned in their original, undamaged condition, in the original packaging prior to an exchange or store credit being made for the value of the item, otherwise a restocking fee of up to 20% could be applied.
Note: Online store credits are only applicable for purchases made through outbackequipment.com.au
Please contact Outback Equipment before returning any items.
Where it’s our mistake and we have sent an incorrect item, the cost of return postage will be incurred by Outback Equipment.
For any change-of-mind or incorrectly chosen purchases that need to be returned for exchange or store credit, the cost of return postage will be incurred by the customer.
Shipping costs related to warranty items are usually at customer cost and items would be sent to the manufacturer or supplier, however please contact Warranties as soon as you are aware of the major fault.
Our return address is:
1 Murdoch Circuit
- All returns must include a copy of the order invoice with reasons for return to ensure faster processing.
- Shipping insurance is encouraged as items that are lost or damaged upon return will not be our responsibility.
Fitment or Assembly of Goods
For goods that require fitment or assembly our return policy cannot extend beyond the value/cost of the item ordered. This is in large part because the performance of these items is dependent on correct fitment, assembly, and operation. The part must only be fitted by a qualified person. Failure to comply with manufacturer’s specifications may result in property damage, severe injury, or death.
Goods should also be carefully inspected for marks, scratches, or any damage prior to installation. No warranty claims of this nature will be accepted once fitted or modified.