Refund policy

Change of Mind Returns
We have a 14-day return policy, which means you have 14 days from receiving your order to request a return.

To be eligible for a return, your item must be unused and in its original packaging.

To start the returns process contact us at: hello@conchoutdoors.com.au.

The cost of returning the item to us will be at your own expense unless the item is defective or damaged on receipt. We also charge a 10% handling fee to cover the cost of us processing the return. When your return request has been reviewed we will provide a quote for return delivery and handling fee for you to review - if you're happy with these costs then we will then proceed to book in the return delivery.

We do not accept change of mind returns for special orders.

If your return is accepted, items will need to be sent to the address provided on the return acceptance. Items sent back to us without first requesting a return will not be accepted.

Our warehouses are not open to the public therefore we cannot accept returns delivered in person.

You can contact us with any questions relating to returns using the contact us form on our website, or at: hello@conchoutdoors.com.au.

Order Changes
We will always attempt to accommodate any requests for order changes, e.g. changes to delivery address, however as we have processes in place to pick and ship orders as quickly as possible, this may not always be possible. We cannot guarantee that requests for changes can be accommodated therefore please ensure that all details are correct before completing your order.

If an item is ordered incorrectly then it can be returned to us via the change of mind returns policy above.

Exchanges
We are unable to offer exchanges. The best way to ensure you get what you want is to return the item you have per the returns policy above, and once the return is accepted make a separate purchase for the new item.

Damages and issues upon receipt
Please inspect your order upon receipt and contact us immediately at: hello@conchoutdoors.com.au if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

So we can investigate your issue, please make sure you include photos of the issue your facing along with a list of the parts impacted - this works best if you circle the faulty parts on the installation manual and then send us a photo.

Whenever possible we will resolve issues by sending a replacement part or product. If this is not possible a refund may be offered.

Warranty Claims
All products sold through by Conch Outdoors come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.

In addition to a customer’s rights under the Australian Consumer Law, Conch Outdoors offer a 12-month warranty on products sold through our store which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):

      1. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
      2. in relation to accessories or bonus gifts (as noted as such in a product listing); or
      3. if the fault or damage is due to:
        1. normal wear and tear
        2. damage arising from improper assembly or modification of the product;
        3. damage arising from abnormal use or abuse of the product;
        4. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
        5. damage to external product packaging only.

We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:

          1. send missing parts (if applicable);
          2. suggest a method of self-repair (if applicable).
          3. replace the product (subject to availability);
          4. offer an alternative product; or
          5. offer a partial or full credit voucher or refund.

Warranty claims should be sent to us via email at hello@conchoutdoors.com.au.

    1. The following should be included in the message:
      1. order number;
      2. the number and quantity of each product and/or part missing, faulty or damaged; and
      3. an image or video (of acceptable quality) of the product that clearly shows:
        1. the fault or damage (if applicable)
        2. what part is missing (if applicable);
        3. the product in the original packaging (if applicable); and/or
        4. the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).
    2. Please do not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at: hello@conchoutdoors.com.au.