Refund policy
Changed your mind? Send it back for an exchange or a refund. Here's how it works.
The basics
- You have 45 days from your order date to return an item.
- It must be unused and in original condition — no signs of wear, all tags and tickets attached, original packaging intact.
- We may refuse a return that arrives in non-saleable condition.
How to start a return
- Submit the Returns, Exchanges & Warranty Form, or email team@ozbackcountry.com.au with your order number, photos, and a short description.
- Wait for return instructions from our Customer Service team — don't post anything back before you get them.
- Pack and send it as instructed.
Fees
| Fee | |
|---|---|
| Exchange (covers shipping your replacement) | $15 |
| Change-of-mind return (covers return shipping, deducted from your refund) | $30 |
| Change-of-mind return, bulky items | $50 |
| ORCA wetsuits — returns and exchanges | $15 |
| Damaged product packaging | $25 |
New Zealand: we don't offer exchanges or returns on ORCA items shipped to NZ. Any other NZ return or exchange is at your expense — both outbound and return shipping.
Packing your return
This is where most returns go wrong, so please read it:
- Pack the item for transit the same way it arrived.
- Never post an item in its own product packaging alone. Wetsuit boxes, helmet boxes and similar need to go inside a suitable outer box or satchel.
- Don't put tape, stickers, labels or writing directly on the product box. If it comes back damaged, we'll either charge the $25 packaging fee or refuse the return and send the item back at your expense, depending on the extent of the damage.
Processing times
Once your return reaches us, allow 7–10 business days from the delivery date for us to process your refund or exchange.
Need your replacement sooner?
Skip the wait:
- Place a new order for what you want.
- We ship it straight away, like any normal order.
- When your original item arrives back with us, we refund that first order (less any applicable fees).
Faulty, damaged or wrong item?
We've got your back if:
- The item has a manufacturing fault within the warranty period
- You received the wrong item
- It arrived damaged
Submit the form or email team@ozbackcountry.com.au with your order number, a short description of the issue, and clear photos or video. Our team will assess it and sort out the best outcome.
Electronics
Some electronic items can't be returned or exchanged. Eligibility is listed on each product page — please check before you check out.
Lost or damaged in transit
Once your order is handed to the carrier, safe delivery is in their hands. If your parcel goes missing or arrives damaged, the claim needs to go through the carrier:
- Track your shipment with the tracking number provided
- Report loss, damage or delays directly to the carrier
- Lodge your claim with them and allow their standard processing time
We'll provide any documentation you need to support your claim, but we can't issue replacements, refunds or compensation for parcels lost or damaged by the carrier, and we can't investigate on their behalf.
Sorry for any hassle this causes — once a parcel leaves us, the carrier takes over.