The Adventureco team is here for you to ensure our products provide you with the best fit possible.
Sometimes, there may be times when you need to return an item purchased from us. Our Returns Policy is designed to assist you with your return. Rights provided by our Returns Policy are in addition to other rights and remedies you may have as a consumer under Australian Consumer Law (ACL).
You must contact us in writing (or via electronic communication) to obtain approval to return an item. If you return an item without contacting us or without following our instructions as per the policy, your return will not be accepted.
Policy Duration
Eligibility for Returns
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Items must be unused, in their original condition, and in the original packaging to be eligible for a return.
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We cannot accept shoes for an exchange or refund without the original packaging in resalable condition. Please avoid placing any tape or writing on the shoebox, and do not attach the shipping label directly to it. Instead, cover the shoebox with a waterproof bag, such as the original postal bag or a shopping bag, before returning.
Return Shipping
Refund Process
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After receiving and inspecting your return, we will notify you via email about the approval or rejection of your refund.
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If approved, the refund will be processed, and a credit will be applied to your original payment method within a few days.
No returns on safety equipment
We do not accept returns on safety equipment. This includes:
- Harnesses
- Ropes
- Slings
- Carabiners
- Helmets
Due to the nature of safety gear, we cannot accept returns on these items if you change your mind or if they do not fit. As they play a critical role in preserving your life, we need to be sure that the items we have sent out are in a new and safe condition.
No returns on electrical equipment
Due to the nature of electrical equipment, we cannot accept returns on these items if the item has been opened.
Therefore, with the safety of you and others in our mind, our policy is no returns on electrical or safety equipment.
Faulty/Damaged Products
Please ensure that you read the manufacturer’s instructions carefully before using a product as improper use can sometimes result in the product becoming unfit for purpose and may result in a return not being accepted by us.
Our products come with guarantees that cannot be excluded under Australian Consumer Law and you are entitled to choose a refund or replacement for major failures. If a failure of an item does not amount to a major failure, we may choose to give you a free repair or replacement instead of a refund if this is possible. Further information is available on the ACCC website.
Subject to the rest of the policy and Australian Consumer Law, we accept the returns for faulty/damaged items provided that:
You notify us in writing within a reasonable timeframe subject to proof of purchase; the item is returned to us with accompanying proof of purchase and at your cost within a reasonable time of us providing you a Return Merchandise Authorization (RMA) number
We may have the faulty product returned to us assessed by a third-party or the brand or manufacturer to determine the nature and cause of the fault. Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may be able to provide a quicker assessment of, and remedy for, any issue with your purchased product. You may, therefore, prefer to contact the manufacturer directly although you are not obliged to do this. We may also return the item to the manufacturer to determine the nature of the problem.
We reserve the right to decline an exchange, refund or repair where any product fault is caused by improper use, general wear and tear, or neglect.
How to lodge a return request?
To lodge a return request, please provide our team with the following information:
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Description of item to be returned
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Reason for return
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Satisfactory Proof of Purchase (being your online proof of purchase, such as a tax invoice)
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We will provide you with a Return Authority Number and information with the address information.
As a dedicated online retailer, we do not have physical retail stores where you can return your products. As such, it is important that you provide our team with as much information as possible as described above and follow the returns process exactly to ensure your product issue can be determined promptly, and so that we can resolve your issue in a timely manner.
We are committed to providing the best customer satisfaction and customer care. If you have any other queries regarding returns, please contact our customer care team.
We reserve the right to make changes to this Return Policy without notice.
All marketplace products are covered by our MyDeal Refund Guarantee
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