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.
OZtrail warranty covers manufacturing faults or defects in the original product. Damage or faults occurring from fair wear and tear, improper use, failure to follow instructions, failure to follow care and maintenance instructions, accidental damage, alterations, severe weather events, and animals 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 if possible. 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.
When an item is returned it will be inspected by OZtrail to confirm its eligibility for a warranty claim.
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 14 days 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 carton and product as OZtrail may request to see these upon being notified.
Lost in Transit
An item is deemed as lost in transit once it cannot be tracked by the carrier for a continuous week (7 days) after being initially identified as missing by OZtrail. Once deemed as lost in transit OZtrail will organise for a replacement to be shipped or a refund to be processed and the original items returned to sender once found.
Online Returns Procedure
In all instances OZtrail must be contacted prior to a return being sent back to us. 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.
Step 1: Contact OZtrail for detailed return instructions
Step 2: Address and repackage the item/s securely to avoid any damage in shipping
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
Returns Shipping Costs
All associated freight costs for change of mind returns, or returns after the 14 day period, are at the customer's expense.
OZtrail will pay return freight costs provided all of the following conditions are met:
- the goods supplied were not what you ordered
- you contact OZtrail prior to the item/s being sent back
- you follow OZtrail return instructions
- items are in the original packaging, unused and in new condition
In all instances where the customer is responsible for return shipping costs, they must organise their own shipping arrangements to the OZtrail Warehouse address.
Refund Processing
Refunds are processed within 2 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.
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