Warranty

Product Support & Consumer Guarantees

If you have a problem with a product purchased from OUTORA, please contact us. We’ll help assess the issue and explain the available next steps.

Do You Offer a Product Warranty?

OUTORA does not offer an additional voluntary or extended warranty.

However, products purchased from OUTORA are covered by applicable consumer guarantees under the Australian Consumer Law. These rights apply automatically and are not dependent on an additional warranty.

Your Rights Under Australian Consumer Law

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.

Consumer guarantees do not have a fixed 12-month expiry date. Their duration depends on factors such as the product’s nature, price and reasonably expected lifespan.

Faulty, Damaged or Incorrect Products

Arrives damaged.
Develops a fault during normal use.
Does not match its description.
Is different from the item you ordered.

Please provide your order number or another form of proof of purchase, a description of the issue, and photos or videos where possible.

If you cannot provide photos or videos, contact us so we can discuss another way to assess the problem.

Please report problems as soon as possible. There is no seven-day reporting deadline that removes your rights under the Australian Consumer Law.

How We Resolve Product Issues

We may request further information or arrange an inspection to assess the problem.

If the product has a major failure covered by the Australian Consumer Law, you may choose a refund or replacement.

For a minor fault, we may arrange a repair. If the problem cannot be fixed within a reasonable time, you may be entitled to another remedy.

OUTORA is your point of contact for purchases made through our website. You do not need to contact our overseas suppliers directly.

Returning a Faulty Product

Please contact us before returning an item so we can provide the correct return address and instructions.

Faulty-product claims do not require the item to be unused or returned in its original packaging.

If we confirm that the product has a problem, we will reimburse reasonable return costs you have paid. Please keep your postage or transport receipts.

For faulty products that are large, heavy or difficult to return, we will arrange collection or cover the required shipping costs as applicable.

Accidental Damage, Misuse & Wear

Consumer guarantees do not require us to provide a remedy for a problem caused by misuse or accidental damage.

Normal wear consistent with a product’s age and use does not necessarily indicate a fault. However, premature wear or failure may indicate that the product does not meet the consumer guarantee of acceptable quality.

If you are unsure, contact us so we can assess the circumstances.