Returns Policy
Returns & Refunds
All conditions outlined below follow The Australian Consumer Law Consumer Rights & Guarantees. We will always do our best to accommodate where applicable. Please read all of the information below and the instructions provided on each product page to ensure you are using our products correctly and safely.
By making a purchase, you agree to all sections and points outlined below. If you have any questions or concerns regarding a return, please email us via our "Contact Us" page.
Our money-back guarantee policy lasts 14 days, which is our "Risk-Free - Money Back Guarantee." If you receive your item and change your mind within those 14 days, you are entitled to a full refund.
If it’s been over 14 days and you request a refund due to a broken or faulty product, please be prepared to show us how the product arrived broken, along with an honest explanation as to why it took over 14 days to inform us of the issue. We may require an image or video showing the product was damaged and/or not working.
According to Australian Consumer Law, there is no time limit on refunds if the item arrives faulty or broken. However, please inform us at the earliest inconvenience.
Refunds are not applicable if 14 days have passed and:
- You have received your order and have changed your mind.
- The order or specific products were placed by mistake, and you notified us after the 14 days.
- You found the product cheaper elsewhere.
- You misused the product in a way that caused damage or against our advice.
- You decided you no longer needed it.
- You were aware of the faults before purchasing the product.
Please use our products with care, as they are delicate. If products come into contact with substances or liquids that cause damage, and this happens beyond the 14-day period, it is not eligible for a return.
For refunds, we can often grant them without needing a return, meaning we may issue a refund and allow you to keep the product. However, we still ask that the product remains in good physical condition if a return is required.
If you seek a refund for a change of mind within the first 14 days, we request that the product remains in good physical condition.
Before returning your item (if required), please contact us via our contact page with your order number to ensure we are speaking to the correct person. You can find this page on our website by clicking on the "Contact" link in the header. Please note that contacting us via social media channels may not be the best way to get a quick response; we prefer being contacted via our website's contact form.
If a return is required, we will provide you with a return address.
If your refund request falls within our refund policy, we will cover the return shipping costs. You will need to pay for the return first, and once the product arrives, we will reimburse you for the shipping costs upon receipt of a valid postal receipt. We will reimburse you via bank transfer or PayPal.
Once a refund is processed, the money will automatically be applied to your credit card or original method of payment within 5–10 business days, excluding public holidays and weekends.
If you have any questions about your refund after it’s been processed, please wait a minimum of 5 business days before checking up on it. If necessary, contact your bank and then reach out to us. Refunds typically arrive within 10 business days, depending on your banking institution. Feel free to contact us for updates during this time.
Late or Missing Refunds
If you haven’t received your refund yet, first check your bank account again.
Then contact your bank; it may take some time before your refund is officially posted.
If you’ve done all of this and still have not received your refund, please contact us via the contact form. Keep in mind that it usually takes approximately 5 business days for funds to arrive, although it may take longer for some customers. Please maintain communication with us to stay aligned.
Shipping
We will cover your return shipping costs if your product is faulty and a return is requested. If you change your mind within the 14 days and a return is required, we will also cover the shipping cost. Anything outside the scope of the refund policy, as outlined above and in accordance with Australian Consumer Law, will be at our discretion (anything past 14 days and not due to a faulty product).
If you have any further questions, please reread this page for clarity, and if you still need assistance, feel free to contact us via the Contact page. Remember, contacting us via social media may not result in the quickest response. We do our best to respond to everyone within 24-48 business hours (Mon-Fri) via email. Messages on social media can sometimes get lost, so ensure you contact us via our website's contact form.
Lastly, we seek to resolve all matters civilly and fairly. If you are genuinely unhappy with something (order, product, etc.), please contact us so we can resolve it together.
To learn more about our postage times, please visit our "Shipping Information" page, found in the header and footer of our website. Thank you for choosing Aussie Outback Emporium. All of our products are shipped directly to you from local Australian warehouses.