Returns & Warranties
Sale Returns Policy
For items purchased On Sale, we have the following limitations:
- Items must be returned to us within 10 business days from date of purchase
- Return postage is at the customer’s expense
Web Returns Policy
You may return any full-priced item within 30 days from the date of purchase for an exchange, credit or a refund. For sale items you must return them within 10 days. Items must be returned with a copy of your receipt or proof of purchase, in NEW condition and with original packaging and labels intact. When you take delivery check things out thoroughly first. If you change your mind after using the product, it’s too late!
We have the following exceptions:
- Thermal clothing cannot be exchanged due to health and hygiene regulations.
- CLEARANCE items cannot be returned. (These items are marked as “CLEARANCE ITEM: No returns”.)
Be smart when you buy something. Wear footwear around inside on the carpet for a while before heading outside. Fill your pack with stuff and try it before you hit the trail. Check the tent size on a clean surface to see if it fits your expectations. Then if it’s not right you will be able to return it hassle free.
How do I return goods?
Before you return items please contact us by email on firstname.lastname@example.org. It may be that with our experience we can resolve your problem or make helpful suggestions. You may of course come to our store to return goods. This could be a good idea if you are having fitting issues with footwear for example but we understand if this is not possible.
NB: Please enclose a completed Returned Goods Form with the parcel.
Free Post for returns
To return items purchased on our webstore you may ask us for our Free Post return number. That way you do not have to pay return post.
EXCLUSIONS to the use of this are:
- Sale items are excluded
- Oversized orders are excluded
- Postage from outside Australia is excluded
- It can only be used once with regard to one purchase event
For example if you purchase an item, return them to swap for a different size and the replacement is still not right we WILL take them back but you pay the return & sending freight.
Fair use policy applies.
Green Trails Australia stands behind the products we sell. If you have a problem with a product that you have purchased from us please tell us so that we can remedy it. For small ticket items we will need photo or video evidence in order to process a claim. For big ticket items you will need to return the item to us for evaluation. Proof of purchase is required. Items may be returned in store or by post. Return post is at the purchaser’s expense.
NB: Please enclose contact details with the return parcel. Telephone AND email by preference.
What is covered by a warranty?: Faulty materials and workmanship.
What is not covered?: Failures due to normal wear & tear, negligence and acts of nature.
What happens with a warranty claim: First we assess it to see if it is a valid claim. If it is we arrange repair or replacement. We will discuss this with you before a decision is made.
NB: Sorry, but we do not process warranties for items not purchased from us. We suggest you contact the place of purchase.