Shipping Policy

 

Welcome to Our Easy Returns!

Your satisfaction is our priority. If you're not completely happy with your purchase, you can return it even if you simply change your mind. Just follow our returns process to ensure a smooth experience.

How to Initiate a Return:

1. Contact Us First: Before sending back any products, please contact our customer service team to obtain a Return Authorisation Number (RAN).

   • Email us: shop@travelgear.com.au

   Include the following information:

   • Your order number
   • Details of the product(s) to be returned
   • Reason for the return

Special Exceptions for Personal and Food Items:

For health and safety reasons, we do not accept returns for change of mind on personal or food items unless the item is faulty, significantly different from what was shown to you, not performing as expected, or in breach of manufacturer's warranties or consumer guarantees.

Non-returnable items include, but are not limited to:

• Personal Items: Pillows, eye masks, face masks, gaiters, sleeping bags, sleeping mats, sleeping liners, water bottles, mugs, hair appliances, manicure sets, ear plugs, earbuds, headphones.
• Food Items: Back Country Cuisine Freeze Dried Food, Outdoor Gourmet Freeze Dried Food.

Note: Freeze Dried Foods must be stored correctly to ensure longevity. Once they have been in your possession, we cannot verify their handling or storage, thus we cannot return them to stock.

Returns at Our Expense:

We will replace, refund, or credit any product at our expense under the following conditions:

• You received a damaged or faulty product (claims must be made immediately upon receipt).
• We sent you the wrong product.
• We did not meet fair trading requirements as governed by Australian law.

Shipping Returns:

• If you received a product via Australia Post, our customer service team will email you a RAN.
• Use Australia Post Registered Post to return the package to avoid loss. Once we receive the parcel, we will refund your shipping costs.

Returns at Your Expense:

We accept returns even if:

• You've changed your mind about the product.
• You made an incorrect choice.
• You failed to verify and accurately provide information when placing an order.

Conditions:

• Claims must be made within 30 days of receiving your product.
• Items must be in 100% resaleable condition. Used or imperfect items are not eligible for return.
• A restocking/admin fee of up to 20% of the item value may apply.

Shipping Your Return:

You can choose your preferred delivery method (Australia Post or courier). Ensure you use Registered Post to avoid loss.

Return Authorisation Number (RAN):

A RAN is required before returning any product. Once issued, the package must be returned within 14 days. All products must be in original, unmarked packaging, including accessories and documentation.

Replacement and Refund Process:

• Replacement: A replacement product will be shipped at our expense once we receive the returned product. Delivery time is based on product availability on our website.
• Refund/Credit: Refunds include all shipping and associated costs. No refund/credit will be issued until we receive the returned product. Refunds will be processed via the same payment method used for the purchase.

Need Assistance?

If you have any further questions regarding our returns policy, please contact our Help Centre. shop@travelgear.com.au