Returns Policy

OUR PHILOSOHPY ON RETURNS

We all know things don't always go to plan in life.

If there is an issue of any kind, please go to the 'Resolution Centre' and we'll figure out a solution.  We find it’s best to talk things over and agree on the next steps together, so you are inconvenienced as little as possible.

Our policy is to be reasonable and ensure that at the end of the day you have the gear you need for your next adventure.

Returns are a great way for us to better understand our products, how you are using them and how they can be improved or changed.

The link to the Resolution Centre is located in the bottom left footer of this page or CLICK HERE.

Thanks for taking the time to read this.

Jimmy, Founder.

3 EASY STEPS TO MAKE A REQUEST:

  1. Log in to your Grab Me Gear Account.
  2. Click on Resolution Centre.
  3. Start a new resolution request, complete your order details and submit.

WHAT HAPPENS NEXT?

  1. We’ll get in touch with you as soon as possible to work out a solution.
  2. We’ll either repair, replace, credit, refund or refuse depending on the circumstances.
  3. If the item is to be returned please read the Returns Policy (below) and follow the easy steps.
  4. Once you have submitted a dispute via the Resolution Centre you can track progress at any time by logging into your account.

OUR RETURNS POLICY (the formal stuff):

As mentioned, things don’t always go to plan and things can fall into 2 main categories:

Category 1 – Defects and errors:

  • For items that have been opened, used and are not in original condition we will consider each case based on the circumstances when a dispute has been raised via the Resolution Centre.
  • Subject to manufacturers warranty and Australian Consumer Law requirements, where an item is in breach of these requirements, we’ll repair, replace, exchange, refund or credit as appropriate.
  • If you did not create an account on purchase please include proof of purchase, reason for the return, and, if you would like to make an exchange, please include the details of the new items you would like.
  • Initially any cost incurred by you in returning the item to the above address will be borne by you.  If it is deemed the item or Grab Me Gear is in error we will refund or credit any costs incurred by you.

Category 2 – Unused and unwanted:

  • We will easily provide store credit, exchange or refund items in new, unused and original condition within 60 days (around 2 months) from the date of purchase (so they can be sold easily again).
  • The cost of return to us and re-sending to you will be borne by you.
  • All product tags and packaging must be returned undamaged with the goods in order for the goods to be restocked and resold.
  • If you did not create an account on purchase please include proof of purchase, reason for the return, and, if you would like to make an exchange, please include the details of the new items you would like.

Returns are to be sent to:

Immersion House, 22 Hascombe Way, Morley, WA 6062

or

For WA customers, returns can be dropped off in person to:

Go Camping, Unit 9, 58 Erindale Road, Balcatta WA 6021.

Note: We recommend sending returns via registered post or courier as we do not accept responsibility for lost items.

Please see our Warranty Policy (below).

OUR WARRANTY POLICY:

  1. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
  2. In addition to all rights and remedies to which you may be entitled under the Competition and Consumer Act 2010 (Commonwealth) and any other relevant legislation, manufacturers provide their own warranties for their products to be free from defects in materials and workmanship for a certain period from the date of purchase.  These timeframes will be specified under the ‘warranty’ section for each item on the website.
  3. In order to make a claim under a manufacturers warranty, you will need to return the item by submitting a new resolution request and following the returns process.
  4. Proof of purchase is required if you do not have an account with the transaction registered in it. 
  5. Initially, any cost returning the product to us will be borne by you.  We will then, at our option, either repair or replace the product, exchange for another product or refund your money and take back the product.
  6. Our liability under manufacturer’s warranties is subject to us being satisfied that a defect was caused by defective work workmanship or materials, and was not caused by or substantially contributed to by other factors, or circumstances beyond our control, including (but not limited to) defective installation, maintenance or repair, alteration or modification of the product in any manner not recommended by the manufacturer or any neglect, misuse or excessive use.
  7. The benefits conferred by any manufacturer’s warranty are in addition to all rights and remedies conveyed by the Competition and Consumer Act 2010 (Commonwealth), and any other statutory rights to which you may already be entitled, and these warranties do not exclude, restrict or modify and such rights or remedies that are implied by law.

YOUR CONSUMER RIGHTS, INTERESTING FACTS:

Sourced from ACCC website.

Refunds and returns signs

Signs that state ‘No refunds’ are unlawful.

The following signs are also unlawful:

  • ‘No refunds on sale items’
  • ‘Exchange or credit note only for the return of sale items’.

However, signs that state ‘No refunds will be given if you have simply changed your mind’ are acceptable.

Approaching the manufacturer directly

Consumers are entitled to approach manufacturers directly for a remedy. Consumers may take action against manufacturers to recover costs, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss.

Consumer obligations

Consumers’ rights are not limitless and the consumer guarantees do not require you to provide a remedy unless one of the guarantees has not been met.

For example, you may not be required to provide a remedy if a consumer:

  • simply changes their mind, decides they do not like the purchase or has no use for it;
  • discovers they can buy the goods or services more cheaply elsewhere,

has damaged the goods by using them in a way that was unreasonable.

MORE INFO ON YOUR CONSUMER RIGHTS:

http://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees

Thanks for taking the time to read this.

Jimmy, Founder