Warranty and Exchange
At Getaway Outdoors we aspire to provide our customers with an unsurpassed experience. Whether shopping in one of our friendly stores or buying for convenience online, the complete satisfaction of our customers is paramount.
This Policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.
Our Refund Policy?
If the item or items you have purchased do not match the description, are not of acceptable quality or have had a major failure we will, upon assessment, offer to repair or replace the item, or provide a credit note or refund. Ultimately it is our aim to ensure we remedy the situation to the satisfaction of our customers.
If you change your mind about a product you have purchased from us, you can return that product to us within 30 days of purchase and we will provide a store credit note to the value of the original purchase price of that product strictly providing that the product and packaging is in its original condition and is re-saleable. We will assess each situation and make final determination based on the above conditions being adhered to.
For example, any product that has been removed from original packaging and used e.g. a cooking appliance, will not be accepted as a return simply because you have changed your mind.
See below for more information regarding online returns and delivery charges.
Our Delivery Refund Policy?
If you bought the product online, and the product is defective or damaged in transit, return the product within 30 days and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you.
We will not however refund delivery charges if the item is returned simply because it is unwanted.
Faulty or Defective Products
If you receive a faulty product from us (for online purchases a product is defective or damaged in transit on delivery to you,) return it to us and we will inspect and assess the product. If we agree that the product is faulty within its warranty period and unlikely to have occurred through abnormal use, we will, with your agreement, either repair or replace the product with an identical product.
If we are unable to provide you with an identical product, we will, with your agreement, offer a credit note or to refund the purchase price (and delivery price, if any).
Sometimes it may be dangerous or may not be possible to assess the product immediately due to the nature of the product (for example, if it is an electrical item). In these circumstances, we may send the product to the manufacturer or their repair agent to determine the issue and its resolution.
Whilst we always do our best to provide you with a timely resolution, depending on the product please be aware it may take time to complete the process due to the number of parties involved.
When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
As part of any assessment, we look at the following:
(1) If there is a minor fault:
Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe.
(2) If there is a major fault:
If the assessment is that the product has experienced a major fault you may choose to receive a replacement, credit note or refund.
(3) If the product has been damaged through abnormal use:
Unfortunately, neither GETAWAY OUTDOORS nor the manufacturer can offer a replacement, credit or refund where the product has sustained damage due to abnormal use as identified by GETAWAY OUTDOORS, the manufacturer or their agent. If repair is possible, it would be at your direction and cost.
How do I return a product?
For online purchases please email firstname.lastname@example.org with: your name, contact details and invoice number & details to arrange return of the product by courier.
All parcel returns need to be addressed to:
Getaway Outdoors Balcatta
390 Wanneroo Road
Balcatta WA 6021
If you require further assistance please contact us by phone on (08) 9344 7343
Any cost incurred by you in returning the product to Getaway Outdoors will be borne by you.
If the item has been purchased in one of our stores please return the item to the store of purchase at the earliest possible convenience for assessment.
Do I need to show receipts to return a product?
For us to process a return, we will require proof of purchase. This can be by providing:
- The tax invoice you received with your purchase online.
- A printed copy of the order confirmation email that you received when placing your order online.
- If you are returning a product via courier, send an email to email@example.com for processing and include:
- Your name, contact details, invoice number and description of the product being returned
- Include proof of purchase in the courier package.
What are my rights under the Australian Consumer law?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, Getaway Outdoors is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to Getaway Outdoors will be borne by you.
Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price.
Getaway Outdoors adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.