Refund policy

1. 30-Day Money Back Guarantee

1.1 Guarantee Period

Outdoor & Co. offers a 30-day money back guarantee on eligible products. The guarantee period commences on the delivery date as defined in Section 1.2.

1.2 Delivery Date Definition

For the purposes of this returns policy, the "delivery date" is defined as:

  1. Signature delivery: The date the customer or an authorised representative signs for receipt of the products
  2. Authority to Leave (ATL): The date the courier confirms delivery and leaves the products at the customer's property
  3. Tracking information: The confirmed delivery date from the courier's tracking system
  4. Dispatch date: If none of the above information is available, the delivery date shall be deemed to be the warehouse dispatch date shown in the customer's order confirmation

1.3 Eligible Products

The 30-day money back guarantee applies to all products except those listed in Section 5 (Exclusions).

2. Types of Returns

2.1 Change of Mind Returns

  1. Customers may return products within 30 days of the delivery date if they change their mind about the purchase.
  2. For change of mind returns:
    • Outdoor & Co. will refund the product purchase price
    • The customer is responsible for all return shipping costs
    • Original shipping fees are non-refundable
    • Payment processing fees are non-refundable
    • Products must meet the condition requirements in Section 3
  3. Customers must obtain a Return Authorisation (RA) number before returning any products. Returns without an RA number will not be accepted.

2.2 Defective or Damaged Products

  1. If products arrive defective or damaged, Outdoor & Co. will:
    • Provide replacement parts at no cost to the customer
    • Arrange and pay for shipping of replacement parts
    • Replace the entire product only if it cannot be reasonably repaired
    • Refund original shipping costs if a full refund is issued
  2. Customers must report defective or damaged products within 48 hours of delivery for transit damage, or within the warranty period for manufacturing defects.
  3. Outdoor & Co. reserves the right to request photographic evidence of defects or damage before authorising a return.

3. Return Conditions

3.1 Acceptable Condition for Change of Mind Returns

Products must be returned in the following condition to qualify for a refund:

  1. Gently used condition: Products may be assembled and used, but must show no signs of damage, excessive wear, or misuse
  2. Complete: All components, parts, hardware, cushions, and packaging materials must be included
  3. Clean: Products must be free from stains, dirt, debris, odours, and foreign substances
  4. Undamaged: No tears, scratches, dents, structural damage, or permanent marks
  5. Unmodified: Products must not have been altered, repaired, or modified in any way

3.2 Unacceptable Condition

Products will not be accepted for return if they exhibit:

  1. Stains (including but not limited to food, beverages, sunscreen, oil, bodily fluids)
  2. Tears, rips, or holes in fabric, cushions, or materials
  3. Scratches, dents, or damage to frames, tabletops, or structural components
  4. Evidence of outdoor weathering or exposure to elements
  5. Missing parts, components, cushions, or hardware
  6. Modifications, alterations, or third-party repairs
  7. Pet damage (scratches, chewing, hair contamination)
  8. Odours that cannot be easily removed

3.3 Inspection and Assessment

  1. All returned products are subject to inspection upon receipt at Outdoor & Co.'s warehouse.
  2. If returned products do not meet the acceptable condition requirements, Outdoor & Co. reserves the right to:
    • Reject the return and return the products to the customer (at customer's expense)
    • Accept the return with deductions for cleaning, repairs, or refurbishing
    • Request additional payment from the customer to cover reconditioning costs
  3. Outdoor & Co. will contact the customer with photographic evidence before making any deductions or rejecting a return.

4. Return Process

4.1 Initiating a Return

To initiate a return, customers must:

  1. Contact Outdoor & Co. at info@outdoorandco.com.au within 30 days of the delivery date
  2. Provide the following information:
    • Order number
    • Reason for return
    • Photographs of the product (if claiming defect or damage)
    • Proof of delivery date (if available)
  3. Await Return Authorisation (RA) number before shipping any products

4.2 Return Authorisation

  1. Outdoor & Co. will review return requests and issue an RA number within 2 business days
  2. Returns shipped without an RA number will be refused and returned to sender at sender's expense
  3. RA numbers are valid for 14 days from issue date

4.3 Shipping Returns

  1. Change of mind returns: Customer is responsible for arranging and paying for return shipping to Outdoor & Co.'s warehouse address (provided with RA number)
  2. Defective/damaged returns: Outdoor & Co. will arrange and pay for return shipping
  3. Products must be securely packaged to prevent damage during transit. Customers are responsible for damage that occurs during return shipping if inadequately packaged.
  4. The RA number must be clearly marked on the outside of all packages

4.4 Return Shipping Costs

  1. Return shipping costs for change of mind returns are the customer's responsibility
  2. Outdoor & Co. is not responsible for the cost of return shipping and will not reimburse these costs
  3. Customers are responsible for obtaining adequate shipping insurance for returned products

5. Exclusions

5.1 Products Not Eligible for 30-Day Money Back Guarantee

The following products are excluded from the 30-day money back guarantee:

  1. Final sale items: Products marked as "final sale," "clearance," "as-is," or "no returns" at the time of purchase
  2. Warehouse collection: Products collected directly by the customer from Outdoor & Co.'s warehouse (where delivery was not arranged by Outdoor & Co.)
  3. Third-party delivery: Products where the customer arranged their own courier or removal company for delivery

6. Refunds

6.1 Refund Processing Time

  1. Refunds will be processed within 5-7 business days after Outdoor & Co. receives and inspects the returned products
  2. Refunds are issued to the original payment method used for purchase
  3. Bank processing time varies by financial institution and may take an additional 3-5 business days
  4. Total refund time from return delivery to funds availability: 7-14 business days

6.2 Refund Amount - Change of Mind

For change of mind returns, the refund will include:

  • Product purchase price

The refund will NOT include:

  • Original shipping fees
  • Return shipping costs paid by customer
  • Payment processing fees (typically 1-2% of order value)

6.3 Refund Amount - Defective/Damaged

For defective or damaged products, the refund will include:

  • Product purchase price
  • Original shipping fees (if full refund is issued)

Outdoor & Co. will also cover all return shipping costs for defective/damaged products.

6.4 Partial Refunds

Outdoor & Co. reserves the right to issue partial refunds if:

  1. Returned products do not meet the acceptable condition requirements (Section 3.1)
  2. Products are missing components, parts, or packaging
  3. Products require cleaning, repair, or refurbishing before resale
  4. Customer and Outdoor & Co. agree to a partial refund as resolution

The amount of any deduction will be communicated to the customer with photographic evidence before the refund is processed.

6.5 Refund Method

  1. All refunds are issued to the original payment method
  2. Outdoor & Co. cannot issue refunds to different cards, accounts, or payment methods
  3. If the original payment method is no longer valid, the customer must contact their financial institution

7. Exchanges

7.1 No Direct Exchanges

Outdoor & Co. does not offer direct product exchanges at this time.

7.2 Exchange Process

If a customer wishes to exchange a product for a different item:

  1. The customer must return the original product following the standard return process
  2. Once the return is processed and refunded, the customer may place a new order for the desired item
  3. New orders are subject to current pricing and availability

8. Replacement Parts for Defective Products

8.1 Parts Replacement Priority

For defective or damaged products, Outdoor & Co. will prioritise replacement parts over full product replacement.

8.2 Assessment Process

  1. Customer must provide photographs of the defect or damage
  2. Outdoor & Co. will assess whether the issue can be resolved with replacement parts
  3. Replacement parts will be shipped at no cost to the customer
  4. Full product replacement will only be offered if the defect cannot be reasonably repaired with replacement parts

8.3 Installation of Replacement Parts

  1. Customers are responsible for installing replacement parts
  2. Outdoor & Co. will provide instructions for installation where applicable
  3. If professional installation is required, Outdoor & Co. may contribute to installation costs on a case-by-case basis

9. Damaged in Transit

9.1 Reporting Transit Damage

  1. Customers must inspect products upon delivery
  2. Damage must be noted on the delivery receipt if possible
  3. Customers must report transit damage to Outdoor & Co. within 48 hours of delivery
  4. Photographic evidence of damage (including packaging) must be provided

9.2 Transit Damage Claims

  1. Transit damage is covered by freight insurance
  2. Outdoor & Co. will handle all insurance claims on behalf of the customer
  3. Customers must retain all packaging materials until the claim is resolved
  4. Outdoor & Co. will arrange replacement or refund for transit-damaged items at no cost to the customer

10. Australian Consumer Law

10.1 Consumer Guarantees

This returns policy is in addition to rights and remedies available under the Australian Consumer Law (ACL).

10.2 ACL Rights

Under the ACL, customers are entitled to:

  1. A replacement or refund for a major failure with the product
  2. Compensation for any other reasonably foreseeable loss or damage
  3. A repair or replacement if the product fails to be of acceptable quality and the failure does not amount to a major failure

10.3 Major Failure

A major failure occurs when:

  1. The product is significantly different from the description or sample shown
  2. The product is substantially unfit for its normal purpose and cannot easily be fixed
  3. The product is unsafe
  4. The failure would have caused a reasonable consumer not to buy the product if they had known about it

10.4 ACL Timeframes

Rights under the ACL apply for a reasonable time, which may extend beyond Outdoor & Co.'s 30-day money back guarantee period.

11. General Terms

11.1 Right to Refuse Returns

Outdoor & Co. reserves the right to refuse any return that does not comply with this returns policy.

11.2 Policy Changes

Outdoor & Co. may update this returns policy at any time. Changes will be posted on the website and apply to purchases made after the effective date of the change.

11.3 Contact Information

For returns and refund enquiries:

Outdoor & Co.
Email: info@outdoorandco.com.au
Address: 18 Steel St, Blacktown, NSW 2148

11.4 Governing Law

This returns policy is governed by the laws of New South Wales, Australia.

Last updated: August 2026