Online Warranty Returns
All Oztrail products come with a manufacturer’s warranty. This warranty period differs between products, please see individual packaging for warranty period or contact Oztrail,
Oztrail warranty covers manufacturing faults or defects in the original product. Damage or faults occurring from fair wear and tear, mould, improper use, failure to follow instructions, failure to follow care and maintenance instructions, accidental damage, alterations, severe weather events, insects, animals and acts of God are not covered by warranty.
The first step to get a warranty return under way is to contact OZtrail with your details, a description of the problem and some photos of the issue. From these details we will be able to advise the next course of action which will usually be to either provide replacement parts or to initiate a return for inspection.
If the returned item is not found to be faulty upon inspection, the shipping fees to return the item to the customer is at the customer's expense.
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
Some goods may be returned to Oztrail under a change of mind, however a $30 administration fee will be charged. Goods must be returned in brand new, unopened, unused condition within 14 days of delivery of the goods. (Excludes some products and clearance items) In all instances 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.
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. 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: Item/s put into transport and tracking details sent to OZtrail.
Step 4: Item/s received into the Oztrail warehouse and item/s condition checked
Step 5: Upon item/s confirmed being saleable; a refund or exchange will be processed
Goods which a change of mind is not available
Returns Shipping Costs & Methods
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.
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Refund Processing
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 till the goods have been received back to the Oztrail warehouse and returned in brand new, unopened, unused condition. Please note original shipping charges are non-refundable and a $30 administration fee will be deducted from the final refund.
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