Refund policy

RETURNS & REFUNDS

Online Warranty Policy

Products produced by Adventure Operations Australia Pty Ltd ABN [43 622 679 887]  (and its related subsidiaries/brands) come with a manufacturer’s warranty. This warranty period differs between products; please see individual packaging for details.

The warranty covers manufacturing faults or defects in the original product. Damage or faults due to fair wear and tear, improper use, failure to follow instructions, accidental damage, alterations, severe weather events, and animals are not covered. Please refer to the Warranty Policy for full details.

To initiate a warranty return, contact Adventure Operations with your details at warranty@adventureoperations.com, including a description of the issue and photos if possible. We will advise on the next steps, usually replacement parts or initiating a return.

When an item is returned, Adventure Operations will inspect it to confirm eligibility for a warranty claim. If the item is not found to be faulty, return shipping fees are at the customer’s expense.

Damaged in Transit

If a product arrives damaged within 14 days of delivery, and Adventure Operations is notified within this timeframe, we will cover shipping costs to and from the original delivery location to resolve the issue. Please provide photos of the carton and product damages upon notification.

Lost in Transit

An item is considered lost in transit if it cannot be tracked by the carrier for 7 consecutive days after being identified as missing. If deemed lost, Adventure Operations will either ship a replacement or issue a refund.

Online Returns Procedure

All returns must be pre-approved by Adventure Operations to ensure a smooth process. Failure to follow these steps may cause delays or additional costs.

  1. Contact Adventure Operations for return instructions.
  2. Securely package the item(s) to avoid damage during shipping.
  3. Ship the item(s) and send tracking details to Adventure Operations.
  4. The item(s) will be inspected upon arrival at our warehouse.
  5. If the item(s) are deemed saleable, a refund or exchange will be processed.

Returns Shipping Costs

Customers bear the shipping costs for change-of-mind returns or returns after 14 days.

Adventure Operations will cover return shipping costs if:

  • The goods supplied were incorrect.
  • You contact us before sending the item(s) back.
  • You follow our return instructions.
  • The item(s) are unused, in original packaging, and in new condition.

If the customer is responsible for return shipping costs, they must arrange their own shipping to the Adventure Operations warehouse.

Refund Processing

Refunds are processed within 2 business days of approval and returned via the original payment method (e.g., PayPal to PayPal, Mastercard to Mastercard). Depending on your financial institution, it may take 4-5 business days for the funds to be available in your account.