Refund policy

Returns & Refund Policy

Last updated: July 2026

At OUTORA, we want you to enjoy every adventure with confidence. If something isn't quite right with your order, our team is here to help.

This Returns & Refund Policy applies to purchases made through www.outora.com.au.

1. Change Of Mind Returns

We understand that sometimes your needs change.

OUTORA accepts change-of-mind returns within 30 days of receiving your order, provided that:

  • The item is unused and in original condition
  • The product is returned with original packaging and accessories
  • The item is suitable for resale
  • Proof of purchase is provided

Customers are responsible for return shipping costs for change-of-mind returns.

Once your return is received and inspected, we will process your refund to the original payment method.

2. Faulty, Damaged Or Incorrect Items

If your item arrives damaged, faulty, or you receive the wrong product, please contact us as soon as possible.

Please provide:

  • Order number
  • Photos or videos showing the issue
  • Description of the problem

Our team will review your request and provide an appropriate solution, which may include:

  • Replacement
  • Repair
  • Refund

All products purchased from OUTORA are covered by your rights under the Australian Consumer Law. These rights cannot be excluded by our store policies.

3. Return Conditions

To ensure a smooth return process:

✔ Items must be unused
✔ Products must include all original parts and accessories
✔ Packaging should be included where possible
✔ Returns must be approved by OUTORA before sending items back

Please do not send items back without contacting us first.

4. Items Not Eligible For Change Of Mind Returns

For hygiene, safety or product protection reasons, some items may not be eligible for change-of-mind returns, including:

  • Used outdoor equipment
  • Products damaged through misuse
  • Items without original components
  • Products modified after delivery

This does not affect your rights under Australian Consumer Law.

5. Refund Processing

Once your return has been approved:

  • Refunds will be processed within 5–7 business days
  • Refunds will be issued to the original payment method
  • Processing times may vary depending on your bank or payment provider

Original shipping fees are non-refundable for change-of-mind returns.

6. Exchanges

If you would like to exchange an item, please contact our support team.

Depending on stock availability, we can assist with:

  • Size changes
  • Product exchanges
  • Alternative product options

7. Return Shipping

For approved returns:

Change of mind returns:
Return shipping costs are the responsibility of the customer.

Faulty, damaged or incorrect items:
OUTORA will assist with return arrangements where required.

8. How To Start A Return

To request a return, please contact:

📧 support@outora.com.au

Please include:

  • Your order number
  • Reason for return
  • Photos (if applicable)

Our team will respond within 1–2 business days.

OUTORA Customer Promise

We are committed to providing reliable outdoor products and a simple shopping experience.

Whether you're preparing for a weekend camping trip, a 4WD adventure, or creating your outdoor space at home, we want you to feel confident choosing OUTORA.

Adventure starts outside.