Refund policy

At Outback Tourer we strive to provide our customers with the highest level of satisfaction. If for any reason, you are not completely satisfied with your purchase, we are here to help.

Please read the following policy carefully to ensure a smooth and efficient return process.

Returns & Exchanges Policy

At Outback Tourer, we stand by the quality of our products. Exchanges are only accepted for items that arrive damaged or incorrect. Any manufacturing defects will be repaired at our cost or resolved by mutual agreement.

We do not accept returns for change of mind under any circumstances in accordance with Australian consumer law. 

To be eligible for an exchange, the item must be in its original packaging and in the same condition as when it was received. During the exchange process, if the product sustains damage during transit or handling, the cost of repair or replacement will be the customer’s responsibility and must be paid before a new item is dispatched. We strongly recommend insuring the item prior to sending it back to us.

Exchange Process:

  • To initiate an exchange, please email us at admin@outbacktourer.com.au within 7 days of receiving your order.
  • In your email, please include your order number and a brief description of the issue and we will assist with the exchange. 
  • Once your exchange request has been approved, we will provide you with a return shipping label.
  • Please note all shipping costs are entirely the customers responsibility in accordance to any exchange for a different product. 
  • Please pack the item securely and attach the return shipping label.
  • If an item is damaged upon return, the cost of repair or replacement must be paid before a new item is dispatched.
  • Additionally, if the packaging is damaged, a 10% repackaging fee will apply.
  • The item must be returned to us within 14 days of receiving the return shipping label.
  • If an item is collected from a depot and is deemed faulty / damaged or incorrect / a warranty issue within warranty period. The item must be returned to depot to send back to Outback Tourer. 
  • If you have discarded a rooftop tent box then a new box must be collected from depot - tent placed inside then returned to depot for return transport. 

 

Refunds:

  • Refunds will be issued to the original payment method within 5-7 business days of receiving the returned item.
  • A refund will only be issued if there is an approved warranty issue. For terms see below warranty policy. 
  • Incorrect items / damage in transit will be rectified in accordance to exchange policy and will not render a refund. 

 

Damaged or Incorrect Items:

  • In the unlikely event that you receive a damaged or incorrect item, we apologise for the inconvenience.
  • Please email us at admin@outbacktourer.com.au within 3 days of receiving your order to initiate the exchange process. See exchange policy

We appreciate your understanding and cooperation in adhering to our returns policy. If you have any further questions or concerns, please do not hesitate to contact us.

 

Chargebacks and Disputed Payments

If you dispute a charge with your bank or credit card company (chargeback), you agree that you are still obligated to return any products received. Failure to return products after a successful chargeback may result in legal action to recover the product or its value. By placing an order, you agree that chargebacks do not release you from the obligation to return products in resalable condition.

Product Return Requirements

All refunds and chargebacks require the return of products in their original, resalable condition within 14 days of the refund being issued. Products must be returned with all original packaging, accessories, and documentation. For high-value items including rooftop tents, awnings, and camping equipment, customers must arrange return shipping at their own expense and provide tracking information.



WARRANTY 

  • Roof Top Tents come with a comprehensive 2 year warranty.
  • Awnings & Accessories come with a 1 year warranty.

At Outback Tourer, we stand behind the quality of our products and offer a 1 or 2 year manufacturing warranty from the date of purchase. This applies to the original purchaser only - warranty is not transferable to another individual. In the unlikely event that a product is found to have a manufacturing fault, the purchaser is entitled to have it repaired or receive reasonable compensation for any damage caused. Our team will assess the situation and make a decision on whether to repair, replace, or compensate for the fault at our discretion. As most parts are replaceable you will most likely receive a spare part to resolve the issue. Outback Tourer does not cover any labour or associated third party costs. If an item is replaced the warranty period is still from the original purchase date not the replacement date.
However, it is important to note that this warranty does not cover any issues resulting from improper use, faulty installation or modification, loss or damage, damage in transit, wear and tear, condensation, misuse, weather, punctured canvas, poor rust maintenance, UV damage, snapped zippers from excessive force, mould, or wind damage. The purchaser is responsible for general maintenance and ensuring proper use of the product. A refund or compensation will not be provided for any issues that arise from improper use of the product.


 

270 Awning Obligations

Thank you for choosing the Outback Tourer 270 Freestanding Awning. We take pride in the quality and durability of our products, and we are committed to providing our customers with the best possible service. As such, we offer a 12-month warranty on this product against any defects in materials or workmanship. Here are the terms and conditions of our warranty policy:


1.      Warranty Period: The warranty period starts from the date of purchase and lasts for 12 months. During this time, we will repair or replace any parts that are found to be defective due to materials or workmanship, free of charge.


2.      Covered Items: This warranty covers any defects that occur during normal use of the Outback Tourer 270 Freestanding Awning. It covers the Awning poles, the awning fabric, and all other components of the awning that are included with the original purchase.


3.      Exclusions: This warranty does not cover damage caused by misuse, abuse, negligence, accident, or modification of the product. It also does not cover damage caused by acts of nature, such as wind, rain, hail, or other weather events. It is worth noting that our awnings are to protect against the sun and are not 100% water tight when open. They are in fact very water resistant and will protect against nearly all water ingress. An occasional single water drip can be expected and will not result in a successful warranty claim. 


4.      How to Make a Claim: To make a warranty claim, please contact our customer service department at admin@outbacktourer.com.au. You will need to provide your name, address, phone number, proof of purchase and photos of your installation / issue. Our team will assist you with the warranty claim process.


5.      Our Obligations: If your Outback Tourer 270 Freestanding Awning is found to be defective during the warranty period, we will repair or replace the product, free of charge. If the product is no longer available, we reserve the right to substitute a similar product of equal or greater value.


Installation :

- You must use the supplied brackets to secure your awning. 

- Brackets must be no less than 1200mm apart.

- Rear bracket must be no more than 300mm from the back.

- Do not over tighten fixing bolts 

- Anti Seize must be used on stainless bolts

- All 8 bolts must be used to fix to back plate of awning. 

- Fix to a roof rack or canopy individually only. Do not fix to both. 

- Check with your roof rack manufacturer  for correct size fixing nuts to your roof rack. 

Our obligation under all Outback Tourer warranty is limited to the repair or replacement of the product and does not extend to any other incidental or consequential damages. We reserve the right to deny warranty if the correct installation methods were not adhered to. 


Thank you for choosing Outback Tourer for your camping needs. We hope that you enjoy using the Outback Tourer 270 Freestanding Awning, and we are confident that it will provide you with many years of use.

 

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