Exchanges and Returns
EXCHANGES AND RETURNS POLICY:
This policy is applicable to products acquired from the website www.gearsupply.com.au.
You have the flexibility to exchange or return any item due to a change of mind within 30 days of receiving the product, provided it is in its original condition—unused, with the original packaging and tags intact.
EXCHANGE PROCESS: If you wish to exchange your purchase for a product of equal value, kindly specify your request on the returns form. Allow up to 5 business days for processing and an additional 3-5 business days for delivery. For exchanges of different product values, please contact our Customer Service team at firstname.lastname@example.org.
You are responsible for shipping charges for exchanges. If urgency is paramount, we recommend repurchasing to secure stock promptly and processing the original purchase as a return for credit or refund.
To qualify for a change of mind exchange, the item must be unused, in resalable condition, with original packaging and tags. We reserve the right to refuse exchanges for used, damaged, or incomplete items.
Note: Exchanges are valid in Australia only, and orders are not processed or delivered on public holidays.
Our return window spans 30 days from the purchase date. To initiate a return, ensure the item is in its original, unused condition, with the original packaging and tags intact. Returns of used, damaged, or incomplete items may be declined.
For return parcels, we recommend registered post. We hold no liability for lost returns; in such cases, documentation including proof of delivery and a scanned image of the delivery signature is required for accountability.
HOW TO LODGE YOUR EXCHANGE OR RETURN:
- Click here to begin your exchange or return.
- Safely repack items for transit and send them to the provided address upon approval.
- Wait for acceptance and the email containing shipment and documentation details before posting your item/s.
Note: Pickups or drop-offs at our warehouse are not accepted due to Occupational Health and Safety regulations. Keep a tracking reference for your parcel.
FAULTY OR INCORRECTLY DELIVERED PRODUCTS:
If a product is faulty, arrives damaged, or is incorrectly delivered, initiate a return by clicking here. Faulty items claimed online must be sent for official assessment. Original packaging is not required for faulty items.
For missing or damaged items, contact our Customer Service team at email@example.com.
RETURN SHIPPING COSTS:
Customers bear the cost of return charges for change-of-mind returns or exchanges. We cover postage costs for exchanges back to you. Shipping costs are non-refundable. If your item has a fault, a return postage label will be provided at no cost.
Once received, allow 5-10 business days for your refund to be processed back to your account. Refunds are issued to the original payment account. The processing time depends on your financial institution.
CONTACTING CUSTOMER SERVICE:
The Customer Service team operates Monday to Friday (excluding public holidays in Sydney, Australia) from 9 am to 5 pm Australian Eastern Standard/Daylight Savings Time. Reach out to us at firstname.lastname@example.org.
*Change of mind refers to a purchase where you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it. Consumer guarantees do not apply under the ruling of the ACCC in this case, and we reserve the right to refuse a refund or exchange for change of mind. For more information on your consumer rights and guarantees, please visit Consumer Rights website.