Refund policy

RETURNS AND EXCHANGES:

If you are not entirely happy with your purchase, we offer exchanges, replacements and refunds.

Change of Mind:

Sometimes things change, you ordered the wrong size etc. – it happens! We’re happy to facilitate returns within 30 days of the purchase date, or where there have been delays in you receiving the product, 14 days from the date of instore pick-up or receiving the shipment.

A change of mind return can occur if:

  •           It is within the timeframe listed above,
  •           The item is in its original packaging, including any accessories, instruction manuals, and with tags still attached,
  •           It is not damaged and in its original condition.
  •       The item is not one of the goods listed below as a good for which a change of mind return is not available.

o   Perishable and consumable items such as food, fuel, repair kits, first aid items, soaps, body wash and wipes.

o   Apparel items such as socks and thermal underlayers are unable to be returned unless they have been unopened and are in their original packaging.

Other important change of mind details include:

  •           Shipping costs are not reimbursed and will be deducted from your refund amount - Please note this includes the cost associated with the initial shipping (free shipping means that the purchase price includes shipping not that there is no shipping charge, in instances where a change of mind refund occurs the initial delivery fee charged by our couriers will be deducted from your refund)
  •           An additional restocking fee of 3% of the purchase price of the stock item/s will be applied and deducted from your refund amount.
  •           Please note it may take up to 10 business days for refunds to be received into your account.

 

Product Defects:

We’re quite selective of the brands and products that we stock, but manufacturing issues can occur! Each manufacturer has their own policy approach to warranties – you’re welcome to go directly to them for resolution, but we’re here to help and happy to do so on your behalf. Some things to keep in mind:

  •           Warranties are commonly in place to cover issues with manufacturing. It’s important to keep in mind that it’s not common practice for warranties to cover reasonable wear and tear, or damage that has been inflicted post-manufacturing.
  •           It is standardly necessary for us to provide evidence of the issue in question to the manufacturer. This helps to prove that it’s a manufacturing issue, and assists the manufacturer to fix things in future. Please make sure that the issue is clear in any photos or videos you send through so that we can present a clear case to the manufacturer.
  •           Please email us at sales@wallarooadventurestore.com.au with the details of the issue you’re experiencing. Make sure to include:

o   Your name

o   Email address

o   Phone number

o   Order number

o   Description of the issue

o   At least two photos showing the issue, or a video if it is more appropriate to demonstrate the issue

·        Note that warranties are provided by the manufacturer, and not by Wallaroo Adventure Store. This means that whilst we are very happy to assist, we (as with most retail stores) are not authorised to approve or reject warranty claims on behalf of manufacturers, and do need to go through them.

 

Shipping Issues:

If you’re awaiting the delivery of your order and feel that it is taking too long, we recommend getting in touch with the carrier, as resolution is often quicker when there are only two parties involved. If this is not proving successful, please contact sales@wallarooadventurestore.com.au so that we can help out! It’s important to note that we as the sender don’t have access to any more information than you do as the receiver, but we’re happy to get in touch with the carrier on your behalf.

If you believe there has been an error in what has been shipped to you, please get in touch at sales@wallarooadventurestore.com.au so we can rectify the issue as soon as possible.

 If you suspect that your package has been damaged in transit, please make sure to keep the packaging. Where damage has occurred, it is standardly necessary for us to provide evidence of this to the carrier, for reimbursement. We are happy to lodge a claim on your behalf for this damage, but may be unable to do so without the appropriate evidence.

 

 

RETURNS SHOULD BE ADDRESSED TO:

WALLAROO ADVENTURE STORE 

3/7 LEVANSWELL RD,

MOORABBIN, VIC 3189, AUSTRALIA

PLEASE ENSURE THAT YOUR NAME AND ORDER NUMBER IS INCLUDED IN THE SENDER DETAILS

You will be responsible for paying for your own shipping costs for returning your item, unless it is due to a fault of our team, or manufacturing fault. If it is deemed appropriate for us to cover the return shipping cost, we will send you a label to be printed and stuck to the package.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item if the carrier you choose does not deliver it, or damages it in transit.

 

Last updated 11/06/2026
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