Refund policy

 

NOTE: Returns through our new Returns Portal will be only valid from 9th September onwards due to a platform migration. Orders placed before 9th September will not be accepted through the portal. For any order that was purchased before the 9th September and is in need of a return/exchange/refund, please email support@questoutdoors.com.au.

We want to ensure that you have the right gear for your adventure, and sometimes, that means changing your mind.

If you wish to return any of the items in your order, we’ll happily offer a refund within 30 days from purchase, but before you send your item back to us – double-check the following:

The item needs to be in as-new condition; this means:

• In original unopened packaging
  We’re unable to offer a full refund on items that have lost their fresh new feel. The best way to retain that feel is to send the item back in the same unopened packaging and condition as when you first received it.
• Unused
  This one is pretty obvious: make sure you love your new item before you give it a go.

• All tags and labels are attached
  Avoid taking the tags off until you’re sure you’d like to keep the item.

Also, please know that we’re unable to accept change-of-mind returns for sleeping bags, (please know that you’ll still be covered under warranty).

Please also note that Gift Cards, freight & shipping insurance, if taken up, are non-refundable.

If you’re returning your item(s) as a result of changing your mind, you’ll be responsible for covering the cost of return delivery. Once your return claim has been submitted, you’ll have 10 business days to return your item(s). If you exceed this timeframe, you’ll be asked to create a new return claim.

If the item(s) are not received at our warehouse in the original condition (unopened, unused, all tags and labels attached) we won’t be able to offer a full refund.

Before returning an item flick us an email at support@questoutdoors.com.au so we can give you the address and make sure we are all ready for it when it arrives.

Once we receive the goods and all is ok for a refund, we’ll let you know. Refunds are sent back using the original payment method (e.g. Mastercard back to Mastercard, Visa back to Visa). We will process the return within 1-2 days in our system. It can then take 4-5 days for the refund to show up in your bank account.