At OZtrail Shop, we stand behind the quality of our outdoor adventure gear. If you’re not completely satisfied with your purchase of tents, sleeping bags, or other camping equipment, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Items must include all original tags and accessories
  • A valid proof of purchase is required

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Used sleeping bags and mats
  • Opened hydration products
  • Personalized or custom-made items

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use our return request template below to ensure we have all necessary information.
  2. Wait for Approval: Our team will review your request and send you a Return Merchandise Authorization (RMA) number and instructions within 2 business days.
  3. Package Your Item: Securely pack the item in its original packaging with all tags attached. Include a copy of your order confirmation or receipt.
  4. Ship Your Return: Send the package to our returns center at:
    OZtrail Shop Returns
    32 Hummocky Road
    STUN, AU 5223

    Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

  5. Processing: Once received, we’ll inspect your item and process your refund or exchange within 5 business days.

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number] Dear OZtrail Shop Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: – Product Name: [Product Name] – Reason for Return: [Reason – e.g., Wrong Size, Damaged Item, Change of Mind] – Preferred Resolution: [Refund/Exchange for [Product Name]] – Attached: Photos of the item (if applicable) Please advise on the next steps. Best regards, [Your Full Name] [Your Contact Number]

Refund Information

Once your return is approved and processed:

  • Timing: Refunds are processed within 3-5 business days after we receive your return. Depending on your payment method, it may take additional time for the refund to appear in your account:
    • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days
    • PayPal: 3-5 business days
  • Amount: You’ll receive a refund for the purchase price minus any original shipping costs (unless the return is due to our error).
  • Method: Refunds are issued to the original payment method used for purchase.

Exchanges

For exchanges:

  • Follow the same process as returns
  • Clearly state the item you wish to exchange for in your request
  • We’ll ship the replacement item once we receive your return
  • You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange for a replacement or refund and cover return shipping costs

Adventure with Confidence

At OZtrail Shop, we’re outdoor enthusiasts just like you. We understand the importance of reliable gear for your camping trips and hiking adventures. Our returns policy is designed to ensure you get exactly what you need for your next outdoor experience.

For any questions about returns or exchanges, don’t hesitate to contact our friendly customer service team during business hours (Mon-Fri, 9am-5pm AEST).