Returns and Refunds Policy
Last updated: 8 September 2026
1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply in addition to our voluntary change-of-mind policy and Two-Year Product Warranty.
Consumer guarantee rights may continue beyond the express warranty period.
2. Change-of-Mind Returns
We offer a voluntary 14-day change-of-mind return period for eligible products, beginning on the date of delivery or collection.
Customers must contact us within this period and provide proof of purchase. Once approved, we will provide return instructions and a reasonable timeframe for returning the product.
To qualify for a change-of-mind return, the product must:
Be unused.
Be uninstalled.
Be suitable for resale as new.
Include all original accessories, components, manuals and packaging.
Not have been damaged or modified.
Not have been exposed to outdoor use.
This is not a satisfaction or trial guarantee.
Products that have been used, installed, slept in or otherwise put into service are not eligible for voluntary change-of-mind returns.
These conditions do not apply to statutory remedies under the Australian Consumer Law.
3. Change-of-Mind Return Freight and Refunds
The customer is responsible for arranging and paying the return freight to our nominated location.
Original delivery charges are not refundable where the delivery service has already been provided, unless otherwise agreed or required by law.
Once the returned product has been received and inspected, we will process the refund if the agreed conditions are met. Refunds will generally be made to the original payment method.
We do not charge a general restocking fee.
If an item does not meet the agreed return conditions, we may decline the voluntary return or discuss an alternative arrangement. Any proposed deduction or additional cost will be explained and agreed before proceeding.
4. Products Excluded from Change-of-Mind Returns
Voluntary change-of-mind returns are unavailable for products that have been:
Used.
Installed.
Modified.
Damaged after delivery.
Unless otherwise agreed, custom-made or specially ordered products sourced to customer specifications may also be excluded where this is disclosed before purchase.
Clearance, ex-display or used products may have specific change-of-mind conditions stated in their individual product listing.
Your statutory rights under the Australian Consumer Law remain unaffected.
5. Faulty Products
If a product is faulty, unsafe, not of acceptable quality, does not match its description or is not fit for a purpose made known to us, please contact us.
Depending on the nature of the failure, you may be entitled to a:
Repair.
Replacement.
Refund.
Other applicable remedy.
For a major failure, you may be entitled to reject the goods and choose a refund or replacement.
For a minor failure, we may be entitled to repair the product within a reasonable time. If we cannot do so, further remedies may apply.
Valid consumer guarantee claims are not refused merely because goods have been opened, installed or used, are outside the change-of-mind or express warranty period, or no longer have their original packaging.
6. Two-Year Manufacturing Warranty
We provide a two-year express warranty against manufacturing defects in materials and workmanship for rooftop tents and awnings.
The warranty covers eligible defects arising under normal and intended use and is subject to our separate Two-Year Product Warranty, including requirements relating to:
Installation.
Approved mounting hardware.
Vehicle compatibility.
Maintenance.
Modifications.
This express warranty is provided in addition to your statutory rights under the Australian Consumer Law.
7. Installation, Modifications and Warranty Claims
Products must be installed and used according to the supplied instructions and applicable vehicle and accessory manufacturer requirements.
Use mounting brackets, hardware and structural components supplied or expressly approved in writing by us.
Do not drill, weld, cut or substitute structural components without prior written approval.
Damage caused by incorrect installation, unapproved modifications, misuse or overloading may be excluded where those circumstances cause or contribute to the failure.
Each claim will be assessed on its individual circumstances. Unrelated defects and statutory rights are not automatically excluded.
8. How to Make a Fault or Warranty Claim
To make a fault or warranty claim, please contact us with:
Your name.
Order number or other proof of purchase.
A description of the issue.
Photographs or video, where reasonably available.
We may request additional relevant information or arrange a reasonable inspection. We will explain the process and any required next steps.
You are not required to obtain an independent assessment at your own expense as a condition of exercising your statutory rights.
Please contact us before arranging repairs or returning large products unless immediate action is reasonably necessary for safety or to prevent further damage.
9. Return Freight for Faulty Goods
For a confirmed consumer guarantee failure, we will reimburse reasonable return costs where required by law.
For large, heavy or difficult-to-return goods, including rooftop tents and awnings, we will arrange collection or pay reasonable transport costs where required by law.
Please contact us so we can arrange suitable freight.
If an assessment establishes that the issue is not covered by a consumer guarantee or express warranty, we will discuss any proposed transport or assessment costs before proceeding.
We will not impose fees that unlawfully restrict your consumer rights.
10. Freight Damage
Please inspect your order as soon as reasonably practicable after delivery.
Where possible:
Photograph any visible damage.
Note the damage on the freight documentation.
Contact us promptly with your order details and photographs.
Retain the original packaging where practical.
We ask that visible freight damage be reported within 48 hours, where reasonably possible, to assist with freight investigations.
This is not a deadline for exercising your statutory rights. Reporting damage after this period does not automatically prevent you from seeking an applicable remedy.
11. Incorrect or Missing Items
Please contact us as soon as reasonably practicable if an item is missing or you have received an incorrect product.
Where we supplied the wrong item or omitted an item, we will arrange the appropriate correction at our cost, including:
Supplying missing items.
Replacing incorrect goods.
Providing another remedy required by law.
12. Pre-Orders and Delayed Stock
Pre-order dates are estimates unless a specific date has been expressly agreed.
We will communicate significant delays and discuss available options with affected customers.
Where goods cannot be supplied within an agreed or reasonable timeframe, customers may be entitled to cancel their order and receive a refund under the Australian Consumer Law.
We will not retain payment indefinitely for goods we cannot supply.
Any specific deposit or cancellation conditions will be disclosed before purchase and will comply with applicable law.
13. Refund Processing
Approved refunds will be processed within a reasonable time and without unnecessary delay, generally to the original payment method.
Bank and payment provider processing times may vary.
Third-party payment and buy-now-pay-later refunds will be processed through the applicable provider where required, with repayment adjustments managed under that provider’s terms.
We do not charge refund processing fees for statutory refunds.
14. Exchanges
Exchanges may be offered for approved change-of-mind returns, subject to stock availability and the conditions of this policy.
Any price differences and freight charges will be agreed before the exchange is processed.
Statutory remedies for faulty goods are determined under the Australian Consumer Law.
15. Contact Us
If you have questions about returns, refunds, faulty products or warranty claims, please contact us.
Business owner / legal entity:
Gavin Tuo, sole trader
Trading as:
Oz Camp Adventure Gear
ABN:
89 832 880 397
Business and warehouse address:
11/26 Rutherford Court
Maddingley VIC 3340
Australia
Phone:
0421 192 715
Email:
info@ozcampgear.com.au
Website:
ozcampgear.com.au
Warehouse collection:
By appointment only. Please wait for confirmation that your order is ready before attending.