Overview

Refund Policy

At The Outdoor Store, we are committed to providing high-quality products and ensuring customer satisfaction. Our refund policy adheres to the Australian Consumer Law (ACL), which guarantees your rights as a consumer.

1. Consumer Guarantees

Under the ACL, you are entitled to a refund, replacement, or repair if a product you purchase:

  • Has a major fault or defect that was not disclosed to you.
  • Does not match the description provided or is significantly different from the sample or demonstration model.
  • Is not fit for the intended purpose or any purpose you made known to us before purchase.
  • Is not of acceptable quality, meaning it is not safe, durable, or free from defects.

2. Major vs. Minor Problems

  • Major Problem: If the product has a major fault, you can choose between a refund, replacement, or repair.
  • Minor Problem: If the product has a minor fault, we will offer a free repair or, if a repair is not possible, a replacement or refund.

3. Proof of Purchase

To process a refund, replacement, or repair, you will need to provide proof of purchase, such as a receipt or bank statement.

4. Change of Mind

Please note that under the ACL, we are not required to provide a refund or exchange if you change your mind. However, we may offer exchanges or store credit at our discretion, provided the item is returned in its original condition with all packaging and tags intact.

5. Return Process

To request a refund, replacement, or repair, please contact our customer service team within a reasonable time frame after discovering the issue. We will guide you through the return process and inform you of any applicable shipping costs.

6. Exclusions

The following situations may not be covered under our refund policy:

  • Damage caused by misuse, neglect, or alterations to the product.
  • Normal wear and tear.

7. Shipping Costs

In cases where the product is deemed to have a major fault, we will cover the cost of return shipping. For minor issues or change of mind returns (where applicable), shipping costs may be your responsibility.

8. Time Frame for Refunds

Once we receive the returned product and confirm the fault, refunds will be processed within 7-10 business days. Refunds will be issued to the original payment method.

For more information on your rights under the Australian Consumer Law, you can visit the Australian Competition and Consumer Commission (ACCC) website.

If you have any questions about our refund policy, please contact us at [email protected]