Refund policy

Refund, Returns & Exchanges Policy

Changed your mind? Just send it back and exchange it for something else or ask for a refund. Easy as that.

So, here's the fine print:

Return the unused item within 45 days from your original order date.
The item must be in original condition and packaging, with no signs of wear and all tags/tickets attached.
You log a return by submitting the request form here: Returns, Exchanges, & Warranty Form or emailing team@ozbackcountry.com.au with your order number, images and details of return or claim.
Follow the return instructions provided by the Oz Backcountry Customer Service team.

Fees:

A $15 exchange fee will be charged for all exchanges.
(This covers the cost of shipping the replacement to you.)
A $30 return shipping fee will be charged for all change-of-mind returns.
(This covers the cost of return shipping and is deducted from your refund.)
A $50 return fee applies to bulky items.
(Due to higher shipping costs, this will be deducted from your refund.)
ORCA wetsuits: Flat $15 return fee (due to fitting nature — shipping covered by us for exchanges).
Due to high international shipping costs and frequent issues with returns, we do not offer exchanges or returns for ORCA items shipped to New Zealand.
Any return or exchange from NZ will be at the customer’s expense, including both outbound and return shipping.

Processing Time:

Refunds and exchanges will be processed once the returned item has been received and processed by our returns team. Please allow 7-10 business days from the delivery date of the return.
We reserve the right to refuse the return if the items are returned in a non-saleable condition.

Please Return Items in Their Original Condition:

To ensure a smooth returns process, all items must be properly packaged for transit in the same way they were received.
Products cannot be returned using only the product's own packaging (for example: wetsuit boxes or helmet boxes). These must be placed inside suitable outer packaging to protect them during shipping.
If an item is returned with damaged product packaging, including tape, stickers, labels, or writing directly on the box, the return will be refused and the item will be sent back to the customer at their expense.

Need your replacement ASAP?

We’ve got a faster option:

Place a new order for the item you want (includes payment).
We’ll ship it right away, just like any regular order.
Once we receive your original item, we’ll refund your first order (minus any applicable return fees)

Faulty or wrong item received?

We’ve got your back — if any of the following applies:

Item has a manufacturing fault within the warranty period
You received the wrong item
Your item arrived damaged

Submit a claim via our Returns, Exchanges, & Warranty Form or email team@ozbackcountry.com.au with:

Your order number
A short description of the issue
Clear photos or a video

Our customer service team will assess your case and work to provide the best outcome.

Important Note on Electronics:

Some of our electronic items are not eligible for return or exchange.

Please make sure to check the product information carefully before checking out — we include return/exchange eligibility details on each product page.

Lost or Damaged Items in Transit

Once your order is handed over to our shipping carrier, responsibility for safe delivery and tracking transfers to the carrier. We are not responsible for items that are lost, damaged, or delayed while in the carrier's care.

Once your parcel is with the carrier, it becomes the customer's responsibility to:

Track your shipment using the provided tracking number
Monitor delivery progress and alerts
Report any issues (loss, damage, delays) directly to the carrier
Lodge claims with the carrier for any issues that arise

If your parcel is lost or damaged during transit:

You will need to contact the carrier directly to lodge a claim for the lost or damaged item
The carrier is responsible for investigating the loss and providing compensation according to their claims process
As the sender, we are available to provide documentation and support for your claim with the carrier as needed
Please allow the carrier's standard claims processing timeframe for assessment and resolution

We apologise for any inconvenience caused by items lost in transit. However, once a parcel leaves our facility and enters the carrier's custody, the carrier assumes full responsibility for its safe and timely delivery.

What we cannot offer:

Replacements or refunds for items lost by the carrier
Direct compensation for lost items
Investigation of carrier-related losses (this is the carrier's responsibility)