Refund policy

Return Overview

We want you to be completely satisfied with your purchase. If you need to return an item, please review our return policy below. 

Return Period

Any product returned for a refund or exchange must be requested within 30 days of purchase.

Before returning any item, customers must contact our support team via email at support@outbackcore.com.au with:

  • your order number,
  • a detailed explanation of the issue or reason for return,
  • and supporting photos where applicable.

Returns sent without prior approval will not be accepted.

Eligibility for Return 

To be eligible for a return, the item must:

  • Be in its original condition (unworn, undamaged, and clean).
  • Include all original tags and packaging.

Return Merchandise Authorisation (RMA)

If your return request is approved, we will issue you a Return Merchandise Authorisation (RMA) number along with return instructions.

Returned items must:

  • include the issued RMA number;
  • be returned in their original packaging;
  • be safely packed to avoid transit damage;
  • and be in unused and resaleable condition unless deemed faulty.

Returns received:

  • without an RMA number;
  • damaged during return transit;
  • improperly packaged;
  • or not in resaleable condition;

may be rejected or subject to a partial refund at our discretion.

Return Process

  1. Contact Us: To request a return, please contact our support team at support@outbackcore.com.au. Include your order number, the reason for your return, and supporting photos where applicable.
  2. Wait for Approval: Do not return any item until we approve your request and issue a Return Merchandise Authorisation (RMA) number.
  3. Return Address: Approved returns must be sent to the following address:
    107/109 Fairbank Rd
    Clayton South VIC 3169, Australia
    Please do not send returns to this address without first receiving return approval and an RMA number from our support team.
  4. Follow Return Instructions: Once approved, we will provide return instructions. You must include the RMA number with your returned item.
  5. Online Returns Only:  We do not offer in-store returns for online purchases. Items purchased online must be returned by mail according to the instructions we provide.

Refunds will be processed through our online platform and issued to the original payment method used for the purchase.

Change of Mind Returns and Exchanges

Please choose carefully before placing your order. We generally do not offer refunds for change of mind, incorrect selection, or if you no longer want the item.

At our discretion, we may approve an exchange or store credit for change of mind returns if:

  • you contact us within 30 days of purchase;
  • the item is unused, undamaged, clean, and in resaleable condition;
  • all original tags, accessories, manuals, and packaging are included; and
  • we issue you an RMA number before you return the item.

Return shipping costs for change of mind returns are your responsibility. We do not refund original shipping fees or return delivery costs for change of mind returns.

Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us at support@outbackcore.com.au as soon as possible. Include your order number, a description of the issue, and clear supporting photos.

If we confirm that the item is faulty, damaged, or incorrectly supplied, we will provide a remedy in accordance with Australian Consumer Law. This may include a repair, replacement, exchange, refund, or another remedy required by law.

Where we approve a return for a faulty, damaged, or incorrect item, we will cover the reasonable return shipping costs.

Refunds and Exchanges

Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be issued to the original payment method used for the purchase. Processing times may vary depending on your payment provider.

Exchanges are subject to product availability. If the requested replacement item is unavailable, we may offer an alternative item, store credit, or refund where applicable.

International Orders

Customers outside Australia are responsible for any customs duties, import taxes, brokerage fees, and compliance with local laws and regulations.

Our products are primarily intended for the Australian and New Zealand markets. Customers are responsible for confirming product compatibility, installation requirements, and road legality outside these regions before purchasing.

Non-Eligible Returns

We may reject a return if the item:

  • has been used, worn, installed, damaged, altered, or improperly handled;
  • is missing original packaging, tags, accessories, manuals, or parts;
  • was returned without approval or without an RMA number;
  • was damaged during return transit due to poor packaging; or
  • is not in resaleable condition, unless the item is faulty.

Warranty

We ensure all orders are dispatched in good condition.

Some products may include a 12-month warranty from the date of purchase. Other products may be covered by a different manufacturer’s warranty or product-specific warranty terms. Warranty periods and conditions may vary depending on the product.

To make a warranty claim, contact us at support@outbackcore.com.au with your order number, a description of the issue, and supporting photos or videos where applicable.

Warranty claims may not apply where the issue results from misuse, incorrect installation, accidental damage, normal wear and tear, unauthorized modification, or failure to follow product instructions.

Cancellations

Once we receive and begin processing your order, we may not be able to cancel it. If your order has already been processed or dispatched, please wait for delivery and follow the return process outlined in this policy.

Limitation of Liability

To the fullest extent permitted by law, our liability is limited to the original purchase price of the product supplied.

All products should be installed by qualified and experienced professionals where required. Warranty claims may be rejected where damage, failure, or defects result from improper installation, misuse, unauthorised modification, or failure to follow product instructions.

This does not exclude, restrict, or modify any rights you may have under Australian Consumer Law.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under Australian Consumer Law. Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement, repair, refund, or other remedy where required by law.

Contact Details

Email: support@outbackcore.com.au

Address: 107/109 Fairbank Rd, Clayton South VIC, Australia 3169
Hours of operation: Monday to Friday, 8:30am – 5:00pm.