Returns & Exchanges

We want you to be thrilled with your purchase! Whether you've changed your mind or wish to initiate a return for a faulty item, simply follow our returns process for a hassle-free experience.


Exchanges:
Simply place a brand new order for the item you require. This will ensure that you quickly secure the stock we have on hand. In the meantime you can initiate a return request. 

Lodge a Return Request:
Please submit a return request before sending back any item. 

How to submit a Return Request:

  1. Log in to your account.
    - Enter your email address in the "Email" field and click "Continue"
    - Go to your email account, open the email from us and copy the six-digit verification code provided.
    -Return to the online store, and then enter the six-digit verification code.
  2. Click the order that you want to submit the return for.
  3. If your order has more than one item, select the items that you wish to return.
  4. Select a return reason and add a note for the store (Change of Mind or Faulty Item)
  5. Click "Submit Request".

 

Change of Mind Returns (You cover the return shipping cost): 

You can return an item within 30 days if you : 

  • Changed your mind
  • Ordered the wrong item
  • Provided incorrect information when ordering

All return claims for the reasons listed above must be made within 30 days of receiving your product. If you contact us after this period, our customer service team will review your claim on a case-by-case basis.

Items must be returned in perfect, saleable condition with all tags, labels, and packaging intact. Suitcases must include their original box if provided.

Used, personalised, damaged items cannot be returned, nor can Personal or Food items. (More information below). 

You are responsible for covering the return shipping costs. Please ensure you use Registered Post to avoid any possibility of an item being lost.

Refunds : 
Once your return is processed, you’ll receive a product refund to your original payment method. Note that If you received free shipping on your order, $11.90 will be deducted to cover our original shipping cost.

If we receive an item that is not in perfect resale condition, a restocking fee will apply or the item will be returned to you.

Please note that this change-of-mind policy does not limit your rights under Australian consumer law for faulty or misrepresented items.

 

Returns at Our Expense (We cover the return shipping cost) :

We will replace, refund or credit any product, at our expense, under the following circumstances:

  • The item arrived damaged or faulty.
  • We sent the wrong item.
  • It’s different from what was advertised. 
  • We have not met Australian consumer law requirements.

All claims to return an item damaged in transit must be made via your account as soon as you receive your product.

The item must be returned to us within 14 days of the Return Confirmation. The item must be packed in the original, unmarked packaging including any accessories and documentation.

Replacement Product

  • If available, a replacement of the same product will be shipped at our expense once we receive your returned item.
  • Delivery time for the replacement will depend on live availability/status on our website.

Refunds 

  • Returns at our expense cover all shipping and associated costs.
  • Refunds or credits will only be issued after the returned product is received.
  • A refund may be provided if the item is unavailable or cannot be sourced.
  • Refunds will be processed via your original payment method.

 

No Returns on Personal and Food Items:

Please choose carefully, as we do not offer exchanges or refunds on personal or food items unless the item is:

  • Faulty
  • Significantly different from what was described
  • Not functioning as intended
  • In breach of the manufacturer's warranty or consumer guarantees
  • Otherwise required by law

We do not accept returns on these highly personal or food items to protect our customers. This policy ensures you are purchasing items that are unused, unsoiled, and in perfect condition.

Personal items include, but are not limited to:

  • Sleeping Bags, Mats & Liners, Pillows, Water bottles, Hydration Packs
  • Personal care items : Ear plugs, Headphones, Hair appliances
  • Garments worn close to the body : face masks, eye masks, gaiters and socks

Food items include, but are not limited to:

  • Back Country Cuisine Freeze Dried Food
  • Outdoor Gourmet Freeze Dried Food
  • Radix Nutrition Pouches

Freeze-dried foods require specific storage conditions to maintain their quality and longevity. Once these items are in the possession of a customer, we cannot verify how they have been handled or stored. As a result, we are unable to accept returns for these products. 

If you have any further questions regarding our returns policy, please contact us.

Questions:
We're here to help. Feel free to fill out the form below if you have any questions regarding a return.