Robcousens Outdoor
Refunds – Returns
Change of mind returns
We want you to love the products you buy from Robcousens. If you change your mind, you may return the product to us within 30 days of the date you received it and we will issue you with a store credit. Where exceptions apply, customers are notified on the product display page. Note, change of mind returns are different to returning a product under the Australian Consumer Law if the product is faulty – see the section below entitled Your rights under the Australian Consumer Law.
You will be responsible for the shipping costs for a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order.
This includes any costs you incurred for us shipping or warehouse costs incurred getting the product to you in the first place and the cost of shipping the product back to us. A 15% charge is applied for Product Cancellations if items have been purchased in off season clearances.
To arrange a return contact us with your name and order number and our Customer Care team will arrange the return for you.
Products returned for change of mind reasons must be in ‘as-new’ condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the products.
The following products cannot be returned due to a change of mind:
- Products described as “made to order”
- All forms of clearance items (i.e. any items labelled “clearance” on the site)
- Gift Cards
- Items for commercial or non-domestic use
Within 5 business days of receiving your return, and subject to confirming it is in ‘as-new’ condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and any shipping costs incurred by us for you to return the product back to the warehouse
We will not accept returns delivered in person to our depots, offices or warehouse facilities.
To arrange a return, contact us for assistance.
- Refund Flexibility
- Normally, if you change your mind and return a product within 30 days of the date you received it, we’ll give you a store credit.
- Extended Returns for change of mind
- If we agree you need a replacement product, we’ll place an order for a replacement even before we receive the first product back. In the event the replacement has to be backordered, we’ll let you know and give you the option of accepting the backorder or cancelling for a full refund less the shipping costs.
We reserve the right to refuse claims under our Purchase Protection policy in circumstances where we reasonably believe that claim is invalid, including where the terms and conditions applicable to Returns are not satisfied.
Faults and damages
If a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately.
If you notice after a product arrives that it is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 days of receiving your delivery.
Your rights under the Australian Consumer Law
The Australian Consumer Law (ACL) is the national law for fair trading and consumer protection. You have rights as a consumer under the ACL in relation to our goods that we cannot exclude. This includes consumer guarantees that our goods will:
- be of acceptable quality and not be faulty or unsafe;
- match their description; and
- be fit for their intended purpose.
Nothing in these Terms is intended to limit or exclude your rights as a consumer under the ACL.
You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage caused by our products. 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.
Disclaimer and limitation of liability
Except to the extent you have rights under the ACL or we expressly provide any additional warranties to you ,we exclude, to the fullest extent possible under law, all implied terms and warranties of any kind relating to the subject matter of these Terms.
Except to the extent we are required to be liable by law, we will not be liable in contract, tort or otherwise for any loss, damage, costs or expenses including without limitation, consequential, special, incidental or exemplary damages of any kind or for loss of profits, loss of anticipated savings, loss of goodwill, loss of opportunity, loss of data or any other indirect or economic losses whatsoever suffered or incurred by you, arising directly out of or in connection with these Terms.
Without limiting the above and to the extent permitted by law, our liability to you for losses you suffer arising out of or in connection with these Terms:
- Will be reduced or limited to the extent (if any) that you cause or contribute to the losses; and
- Is strictly limited to the total dollar amount of the products purchased by you in relation to which your loss has arisen, except that this will not apply to the extent that your losses are caused or contributed to by our acts or omissions.
Cancellations
You may cancel all or part of an order before it reaches the dispatch processing stage in which case you can choose whether to receive a store credit voucher or refund in the amount you paid for the products (including shipping, assuming there are no other products remaining on the order to be shipped). After an order reaches the dispatch processing stage, cancellations or changes are only possible if we agree to them. As we aim to process your order as soon as possible, which could be within hours of you placing your order, requests for cancellations should be lodged as soon as possible after ordering. Once products have been shipped, you cannot cancel them. Products described as ‘made to order’, cannot be cancelled under any circumstances. Please be advised, for Next day, Fast Track and Click & Collect dispatch items, no cancellations or changes are permitted under any circumstances.
Exchange
Unfortunately, we do not offer exchanges of our products. Simply return your items in accordance with our returns policy and place a new order.
Our rights
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us or where we are not responsible for the damage in accordance with our Faults and Damages policy.
