Author: Matt Winen
At Extreme Outdoors Australia we realise that things don't always go as expected, and sometimes goods may have to be returned - a product may be defective, you may have received the wrong item, or perhaps you have just changed your mind. This policy is in addition to your statutory rights under the Trade Practices Act. For more information, please visit the Department of Fair Trading website.
There are three (3) ways in which you can return items purchased from Extreme Outdoors Australia:
1. General Returns Policy
If a product is wrongly described, different from a sample shown or is defective (or dead on arrival), we will offer you a choice between a replacement item or a full store credit or refund. Please note that any incorrectly sent item will need to be returned in original, unused condition.
How to request a return for wrongly described or defective (Dead on Arrival) items:
STEP 1. Please contact us within seven (7) days of receipt of the item via our email or by calling 1300687155 stating your order number, the item(s) you wish to return and details of the problem.
STEP 2. Our Customer Service Team, provided you comply with this returns policy, will then issue a Return Merchandise Authorisation (RMA#) and provide you with a Reply Paid address. Please feature the RMA# prominently on the outer packaging when you send it back to us. Please do not write the number on the item packaging itself as this could damage the packaging and void your return. The RMA# is valid for seven (7) days so please return the item immediately. Extreme Outdoors Australia is responsible for shipping charges to return wrongly described or Dead on Arrival items to us.
STEP 3. Once the item is received by us, and provided the returned item meets our DOA or defective items criteria, we will provide you with a credit to your account, a replacement product or a full refund to your original method of payment. This will be done within 7 business days of receiving the item from you.
2. 'Change of mind' Returns
Change of Mind Items.If you change your mind about the product you purchased from Extreme Outdoors Australia (excluding bulk orders of 2 or more of the same item), you are welcome to return the product to us. Please note, you will be responsible for the original delivery cost to you and the return delivery cost back to us. We may also charge a 15% restocking fee if you want a refund.
For a credit to be issued, the item must be returned to us in its original unused condition - undamaged and unopened, including the outer packaging. Fashion accessories, bags, shoes and apparel items must also have all original tags intact and attached to the merchandise. Once the item is returned, we will allocate you a credit on your Extreme Outdoors Australia account for the product amount only (excludes delivery).
Please note that we are unable to accept 'change of mind' returns for bulk orders (i.e. 2 or more of the same product).
How to request a Change of Mind return
STEP 1. Please contact us within 14 days of delivery of the item via our email or on 1300687155 stating your order number and the item(s) you wish to return. Our Customer Service Team will then issue a Return Merchandise Authorisation (RMA#) by email which will contain all relevant return information.
STEP 2. Return the item to Extreme Outdoors Australia using the address provided. The RMA# is valid for seven (7) days, so please return the item immediately. Please feature the RMA# prominently on the outer packaging when you send it back to us. Please do not write the number on the item packaging itself as this could damage the item and void your return.
You are responsible for all costs to facilitate the return of the item to us. Extreme Outdoors Australia does not accept any liability for returned items until they have been received by us. For high value items, we recommend using an insured and trackable delivery method. Please ensure the item is packaged securely and appropriately for postage as damage sustained during transit may void your return.
STEP 3. Please allow approximately seven (7) days for the return to be processed. Once the item has been received and assessed, we will provide a credit on your Extreme Outdoors Australia account for the product amount (excluding delivery). Once the credit is on your account, you may use it to place another order at your convenience.
3. Manufacturer's Warranty Claims
Warrantable Items. A warrantable item is one which is covered by a manufacturer's warranty which may offer additional protection against product failure to that offered by Extreme Outdoors Australia’s returns policy. Many of Extreme Outdoors Australia’s items are covered by the manufacturer for a period of 30 days to upto 5 years for a camper trailer main structure.
Warranty claims are handled by the manufacturer directly so please contact us to notify us if you should have any problems in the first instance. Feel free to contact us via our email address or on 1300687155 stating your order number, the item(s) you are wishing to return and details of the problem.