Returns Policy
This returns policy applies to all products sold by Adventure Operations Australia Pty Ltd ABN [43 622 679 887] t/a OZtrail (we/us/our)
Online Limited Warranty Returns Process
All Adventure Pty Ltd trading as OZtrail products come with the Limited Warranty against defects located at 71 Charles Ulm Place, Eagle Farm QLD 4009. The warranty period for this Limited Warranty differs between products. Unless individual packaging for a product states otherwise, the warranty period for the Limited Warranty is 12 months. For more information on our Limited Warranty, including how to claim it, see the Warranty Policy.
General Returns Process – Consumer Guarantees: How to make a claim
We acknowledge that our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The rights you have in this document are in addition to the statutory rights you have at law.
If you believe you are entitled to a remedy where your product does not meet the consumer guarantees under the Australian Consumer Law, you may make a claim by following the below process:
1. Contact OZtrail or our authorised reseller with your details, a description of the problem and some photos of the issue, or simply return the product to the store you purchased it from. We or our authorised reseller may require a proof of purchase
2. Depending on the nature and significance of the problem, we will be able to advise the next course of action to rectify the issue and provide you with a remedy. Typically, if the fault is confirmed we’ll repair the item, replace it with a new or equivalent model, or refund you if a repair or replacement isn’t reasonable. In most cases we can diagnose the issue from your photos or through a visual inspection, but we may ask you for further information or to send the item to us for further inspection.
3. Please note that if we inspect the product and it is found not to be defective, we reserve the right to request payment for the shipping fees to return the item to you.
Damaged in Transit
If a product arrives and is found to be damaged within 48 hours of delivery, and OZtrail is notified within this time frame, OZtrail will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue. In this instance take photos of the damages to the carton and product as OZtrail may request to see these upon being notified.
Online Change of mind policy
Depending on the products you have purchased from us, you may return your products to OZtrail for a refund if you change of mind about your purchase. However, please note that:
· we generally charge a $30 administration fee for change of mind returns, which will be deducted from the refund amount;
· some products are not eligible for a change of mind refund (see ‘Goods which a change of mind is not available);
· Eligible goods must be returned in an unused condition within 14 days of delivery of the goods;
· All associated freight costs for change of mind returns are at the customer's expense;
· In all instances where the customer is responsible for return shipping costs, they must organise their own shipping arrangements to the OZtrail Warehouse address. OZtrail recommends that you obtain proof of postage to track your return as OZtrail cannot accept responsibility for items lost in transit;
For change of mind returns, OZtrail must be contacted prior to a return being sent back. This ensures that all returns are dealt with as quickly as possible. Failure to adhere to these instructions may result in delays processing your return or additional costs. If returning a product by mail/courier, it is your responsibility to facilitate the return and to ensure the goods are adequately packaged to ensure that they are not damaged during return delivery to our warehouse. Please note initial delivery charges due to change of mind are non-refundable.
To process your change of mind refund, please follow the instructions below.
Step 1: Contact OZtrail for detailed return instructions. You must provide your original order number or proof of purchase from OZtrail;
Step 2: Address and repackage the item/s securely to avoid any damage in shipping. All returns must have the original order number clearly labelled on the returned package. All change of mind returns must be addressed as follows:
Attn: Customer Service – Returns
Address: 71 Charles Ulm Place, Eagle Farm, QLD 4009
Note: OZtrail takes no responsibility for items damaged or lost in transit and will decline a refund if arrived damaged from transit or lost in transit.
Step 3: Place your item/s into transport, and send the tracking details to OZtrail.
Step 4: OZtrail will receive the product/s and check their condition.
Step 5: Upon item/s confirmed being saleable, OZtrail will issue a refund.
Goods which a change of mind is not available
Sleeping Bags
Sleeping Bag Liners
Travel Pillows
Airbeds
Sleeping Mats
Clearance items
Portable Toilets
Pre-filled gas canisters
Refund Processing
You acknowledge and agree that:
· refunds are processed within 5 business days of being approved.
· refunds are sent back using the original payment method(e.g. Paypal back to Paypal, Mastercard back to Mastercard). Depending on your financial institution it may take 4-5 business days for these funds to be made available in your account.
· refunds will not be issued until we can confirm that the goods have been received by us.
