Refund, Return and Repair Policy

Author: Neto Support  

Refund, Return and Repair Policy

At Urban Outback Gear we want our customers to be completely satisfied with their purchase.

We therefore recommend you read our Refund, Return and Repairs Policy prior to you making a purchase so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods that we deliver  to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact us

What can be returned ?
We accept returns on virtually all our items with very few exceptions but please contact us prior to returning any goods on support@urbanoutback.com.au
Exceptions where returns may not be accepted are clearance sale items, products that have been ordered / requested as (customised / personalised / special orders), personal hygeine items, gift cards
All goods accepted for return shall be inspected prior to refund or exchange to ensure they are in resaleable condition in original undamaged packaging with all accessories, components, manuals etc included. Any tags, seals, protective filaments must be in place. Products sold in sealed clamshell packaging or security sealed packaging must be unopened and in resaleable condition.

Returns Process
All returns must have an Urban Outback Gear Return Materials Authorization (RMA) number
If the return meets Urban Outback Gears return guidelines, you may obtain an RMA number by contacting:

Urban Outback Gear at 1800 603 778 during business hours are 8 a.m. to 5 p.m aest
By email at support@urbanoutback.com.au

In order to expedite a return, please have the following information on hand when requesting an RMA number: Customer Name & delivery address, Invoice Number, Purchase date, the nature of the issue and whether the manufacturer's seal has been broken, packaging damaged or components missing

Once the RMA number is issued, please note:

  • RMA numbers issued by Urban Outback Gear are good for 15 business days only. 
  • Product authorized for return must be received within such time period at the facility identified on your RMA instructions.
  • Clearly mark each address label of each package being returned with the RMA number. 
  • PLEASE DO NOT WRITE or LABEL directly onto manufacturers retail packaging
  • Urban Outback Gear strongly recommends properly packing / insuring returning goods to prevent possibility of loss or damage
  • All returns MUST be 100% complete and contain:
  • ALL original boxes and packing material
  • Original UPC codes on the manufacturer's boxes
  • All blank warranty cards, accessories and documentation provided by the manufacturer
  • Incomplete returns may be returned to sender or subject to a minimum 20% restocking fee at Urban Outback Gears sole discretion.

Change of Mind
Where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere we will accept returns in most circumstances providing goods are returned to us within our 30 day money back guarantee period from the time of purchase. Goods MUST be in new unused condition, unopened in its original undamaged packaging, all tagging in tact, accessories and/or manuals included. Goods returned under change of mind will incur a 10% restocking fee & return postage costs are at buyers expense. 

Goods Damaged in Transit
If any goods arrive damaged they should be refused at the time of original delivery attempt. If damaged products are accepted from the carrier, contact Urban Outback Gear as soon as possible. All damages should be noted on the carrier delivery record prior to the driver leaving your premises. Please save the product and all original boxing and packaging. Timely receipt of this information is necessary to file a damage claim with the freight carrier and avoid delays in returns and replacements. Urban Outback Gear shall arrange to have the damaged goods returned to us and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.

Defective/Dead on Arrival (DOA):
Report DOAs to Urban Outback Gear within 7 days of receipt of shipment and we shall arrange return of item and a prompt replacement or refund. Items that are confirmed DOA or faulty on arrival Urban Outback Gear shall cover return freight plus the freight should a replacement be required. Some manufacturers and publishers require DOAs to be handled directly through them. In such cases, Urban Outback Gear will provide the manufacturer's contact information.

Warranty Return Items
Warranty policies & return procedures on products can vary. Some manufacturers deal with all aspects of warranty directly whilst other brands warranty is conducted via the distributor on behalf of the manufacturer.
However to make returns very easy for our customers please contact us at support@urbanoutback.com.au with warranty enquiries.

Who Pays for Return Postage
Urban Outback Gear shall pay return postage on items confirmed to be defective or faulty from manufacture within the 30 day money back guarantee period. Refund or replacement shall be provided.
Unfortunately, Urban Outback Gear cannot cover postage, offer a refund or exchange where there is no fault with the product, or the product has been damaged due to misuse, abnormal use or negligent use, whether that has been identified by Urban Outback Gear, the manufacturer or the repair agent. However in such case, we may offer you repair of your product at your cost.

Return Process:
All returns must have an Urban Outback Gear Return Materials Authorization (RMA) number. 

Under the Australian Consumer Law, you have guaranteed legal rights for goods and services you purchase. These are called consumer guarantees. For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.