Refund policy

This Refund Policy ("Policy") applies to any purchases made on outbackmask.com

1. General

(a) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy ("Policy").

(b) Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law .

(c) Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.


2. Returning an item

(a) Please use the Request for Return form to apply for a return. Please be aware that we only accept returns for Outback Masks. All sales of Dust Masks are final and are therefore not eligible for refund.

(b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

(c) To be eligible for a refund, repair or replacement, you must provide an order number and pictures of your Outback Mask to avoid delays and/or refusal of your refund.

(d) You may be required to provide a government issued identification to qualify for a refund, repair or replacement.

(e) You have 30 days after receiving your Outback Mask to return them. Please carefully read the following information to better understand our return process.

(f) All returns are subject to our approval and all refunds are subject to quality control. A Request for Return must be completed prior to returning any item. Once approved you will receive an e-mail with the return instructions (a Return Instructions Email). You will have 7 days to send your item back to us.


(ii) Within Australia: Once your Request for Return has been approved a return label will be sent to you via email. With this return label you will be able send your item back to us from any post office within Australia. If used, the cost of this return label, AU$19.99, will be deducted from your refund. This fee covers the postage back to us along with handling costs associated to returns. Once the item is received and passes our quality control checks, you will receive your refund within 30 days (minus the cost of the original shipping and the aforementioned fee).

(iii) Outside of Australia: Once your Request for Return has been approved, you must send your item to the address specified in the return instructions email. We cannot issue a return label for returns outside of Australia. You will return the Outback Mask at your own expense and provide a tracking number. Once received and inspected you will receive your refund within 30 days (minus the original shipping costs).


(g) An e-mail with the return instructions will be sent to your email once your request has been approved


(h) You will have up to 7 days to send the item back, counting from the day you received our return approval. Returned Ouback Masks must be in the original packaging, including any accessories, manuals, documentation and/or tags, with no signs of use and in perfect state.

(i) The returned item will undergo a quality control upon arrival. If everything complies, we will issue a refund minus original shipping costs & return fees within 30 days. If the returned item does not pass our quality control and/or does not include all the accessories, manuals, documentation and tags, the order will be shipped back to you at your own expense and the case will be considered closed with no possibility to appeal.

(j) Returns made without our authorisation will be refused.

3. Cancellation and Change of Mind

(a) We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.

4. Damaged Products

(a) In the event the product you ordered was delivered damaged:

(i) Please contact us immediately through our Contact Us to share pictures of the damaged product and/or packaging.


(ii) Any damaged product must be returned in the condition in which it was received, together with any packaging including any accessories, manuals, documentation and tags to receive a refund or replacement.

 

(b) We will arrange to repair the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 7 days from the date of receiving the product.

(c) Returning damaged products:

(i) Within Australia: Once the pictures of the damaged goods are received a return label will be sent to you via email. With this return label you will be able send your item back to us from any post office within Australia. Once the item is received and has been inspected, you may be eligible for a refund only if the identified damage is a manufacturing defect or the damage occurred during transit. Once eligible you will receive your refund, including shipping fees, or a replacement within 30 days (excluding shipping times).

(ii) Outside of Australia: Once the pictures of the damaged goods are received, you must send your item to the address specified in the return instructions email. We cannot issue a return label for returns outside of Australia. You will return the Outback Mask at your own expense and provide a tracking number. Once the item is received and has been inspected, you may be eligible for a refund only if the identified damage is a manufacturing defect or the damage occurred during transit. Once eligible you will receive a full refund, including all shipping fees, or a replacement within 30 days (excluding shipping times).

5. Exceptions

(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

(i) You misused the said product in a way which caused the problem.

(ii) You knew or were made aware of the problem(s) with the product or service before you purchased it.

(iii) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.

(iv) Any other exceptions that apply under the Australian Consumer Law.




6. Return Fee

(a) All products incur a fee (a Return Fee) when returned within the 30 days of the item being delivered to your door. Items returned outside of these 30 days will not be accepted as eligible for a refund and will be either sent back to you at your own expense.

(i) The Return Fee within Australia is AU$19.99. This fee includes postage back to us and a handling fee. This fee will be deducted from your refund. There is no restocking fee.

(ii) The Return Fee outside of Australia is AU$10. This fee only includes handling costs associated to returns. This fee will be deducted from your refund. Postage must be organised and paid by you and a tracking number must be sent to us as a reply to the Return Instructions Email. 

(c) If the item is returned (the Returned Item) on the basis of failing to meet one or more Consumer Guarantees under the Australian Consumer Law it will be thoroughly inspected through our Quality Control and against your claims. 

(i) If the inspection concludes that the item does not meet one or more Consumer Guarantees under the Australian Consumer Law we shall offer you a full refund (minus the original cost of shipping).

(ii) If the inspection concludes that the item does breach the Consumer Guarantees under the Australian Consumer Law we shall either refund you (minus the original cost of shipping and the appropriate Return Fee) or send the Returned Item back to you at your own expense.





7. Response Time

(a) We aim to process any requests for repairs, replacements or refunds within 7 business days of receipt of your email.


8. Refund on International VAT, Customs Duties, Fees, and other Import Tariffs.

(a) If you purchased an item outside of Australia we cannot refund you the cost of VAT, Customs Duties, Fees, and other Import Tariffs as we do not include these in our prices. You must contact your local customs authority to ask about tax refund procedures.

9. Policy Updates

This Policy may change from time to time and is available on our website.

10. Refund Policy Complaints and Enquiries

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please use the Contact Us form.

Outback Mask, ABN: 36155792190