Our no-hassle returns policy means that you will always have total satisfaction with your purchase. New and unused gear can be returned to us within 30 days for a full refund, exchange, or store credit no questions asked. All returns must be in the same original condition that you received it, unworn or unused, with original tags on, and in its original packaging and within the returns policy timeframe, unless faulty. You will also need the receipt or proof of purchase.
Faulty goods will be dealt with as per the manufacturer's warranty and terms (See the Warranty Section below).
To return an item, please start by contacting us at info@terratribe.com.au. We will reply to your email to advise you of the next steps.
Section 1: Refunds
- Once we have received your return, we will assess it to determine if it is approved.
- We will notify you of the outcome of the approval.
- If approved, then any refunds will be processed within two (2) working days of approval.
- All refunds can only be processed via the original payment method.
- Depending on banking timelines, it may take an additional five (5) working days to appear in your account after we have processed your refund.
Section 2: Exchange Policy
We are happy to offer an exchange or provide store credit for the value of the purchase (excludes clearance items) as long as the following conditions are met:
- Please ensure return items reach us within thirty (30) days of purchase.
- The returned item must be in new, unused condition with all original packaging and original tags. This includes all product tags, labels, and instruction manuals.
- If an item is not returned within this time frame, is not in its original packaging, is damaged or has any accessories missing, then TerraTribe reserves the right to refuse a refund or only give a partial refund minus the cost of the missing accessories.
- For faulty, damaged, or incorrectly supplied items, both original and return shipping fees will be covered by TerraTribe. Please contact us to discuss the details.
- For other exchanges, e.g. for change of mind or incorrect size, the buyer will cover return of the goods and assumes responsibility for the goods reaching TerraTribe in original condition. TerraTribe will cover the cost of outbound shipping on one exchange per transaction.
Section 3: Non-returnable Items
Due to health and safety regulations, change of mind returns cannot be accepted for underwear, powders, or food/nutrition products, even if the original packaging appears intact. Faulty products that are within the manufacturer's warranty period can be processed as a warranty claim.
Section 4: Shipping Costs of Returns
Return shipping costs due to change of mind or incorrect sizing are the customer's responsibility. Return shipping costs will only be refunded when the return is due to our error. We recommend sending returns via registered post or courier, as we will not be held liable for lost items.
Returns must be made within the timeframe listed above in this Returns Policy, unless faulty. Any items returned outside of this period (unless faulty) or items that are returned damaged or soiled (unless faulty) will be the responsibility of the customer to retrieve. TerraTribe will not pay to return these items to you, and you will not be given a refund.
Section 5: Warranty Claims
For warranties, please return items within the warranty period, commencing from the date of purchase.
Should the product be damaged on arrival, or if you discover any defects in your product, please contact us via emailing info@terratribe.com.au. We will organise with you to return the item for assessment, or you can take it into our store with a copy of the sales receipt. After assessment we will approve repair, a replacement or refund as appropriate. All products are warranted against defects in manufacturing or materials over the reasonable life of the item.
Section 6: Clearance Items
Please note that clearance products may only be returned if they are faulty or if we supplied you with the incorrect item. Returns are not available for the normal reasons such as wrong size or change of mind. So please check size charts and choose carefully before buying clearance items. Unfortunately, due to the low margin on Clearance items we can't afford the extra costs incurred from the payment processing fees, shipping and handling involved with exchanges.
