What is your policy on returns?
We will accept the return of any goods within 28 days from the date of delivery. All items for return must be in their original packaging, including the dust bag, and must be unused.
You will need to provide proof of purchase and we will be happy to offer you an exchange for another product or a refund using the original payment method you used to purchase the order. All items must be returned in their original packaging, including the dust bag if one is supplied, and must be unused.
Please note that any items that are for personal use (such as ear plugs) are not available for return.
Please see our Terms & Conditions for further information, including your rights under the Australian Consumer Law. Nothing in our full Returns Policy is intended to limit those rights.
How do I arrange a return?
To arrange a complimentary return please email us at firstname.lastname@example.org
Please state 'Return request' clearly in your email subject header, and include the following in your email:
- Full name
- Mobile number
- Collection address
- Order number (starts with 'AU')
- Product name(s)
- Number of items to be returned
- The reason why you are returning the item
- If you require a refund or an exchange
Please send your order back in its original packaging, including the dust bag if it came with one. Once your return has been booked in, you will receive an email and/or text alert from us. Please check your junk folder in case the email is re-directed there.
We will organise a courier pick up for suitcase returns.
All other smaller items (including bags and accessories) must be returned via a postal service drop off. For returns by post, we will provide you with a shipping label to print at home and apply to the package. If you don't have access to a printer, the post office will be able to print your label for you; simply show them the email you will receive from us, with the bar code to scan.
When we have had confirmation that your order has been received back in our warehouse and is in a saleable condition, we will process your refund.
Do I have to pay for a return?
No, returns are complimentary.
How long will it take to process my refund?
Please allow up to 14 days for us to process your refund.
Can I exchange my purchase for another item?
If you'd like to return a product and exchange it for another (whether from a different range or just a different size of the same product), you will need to return it first and then we can arrange a full refund for you. You can then place a new order, for the new product. We're not able to take part payments, or facilitate part refunds.