RETURNS & REFUNDS
Online Warranty Policy
Products produced by Adventure Operations Australia Pty Ltd (and its related subsidiaries/brands) come with a manufacturer’s warranty. This warranty period differs between products, please see individual packaging for warranty period.
The 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. Please see Warranty Policy for full details.
The first step to get a warranty return under way is to contact Adventure Operations with your details (firstname.lastname@example.org), 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 Adventure Operations 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 Adventure Operations is notified within this time frame, Adventure Operations 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 Adventure Operations 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 Adventure Operations. Once deemed as lost in transit Adventure Operations 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 Adventure Operations 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 Adventure Operations 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 Adventure Operations.
Step 4: Item/s received into the Adventure Operations 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.
Adventure Operations will pay return freight costs provided all of the following conditions are met:
- the goods supplied were not what you ordered
- you contact Adventure Operations prior to the item/s being sent back
- you follow Adventure Operations 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 Adventure Operations Warehouse address.
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.