Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at gday@tuffterrain.com.au. Please note that returns will need to be sent to the following address: 1 Murdoch Circuit, Acacia Ridge, QLD 4110

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at gday@tuffterrain.com.au. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Tuff Terrain is committed to customer satisfaction. If you have changed your mind, simply contact us within 30 days of receival so we can work with you to resolve the issue as quickly as possible.  There are some exceptions to change of mind as listed below.

Products excluded from return for change of mind include:

  • Wet suits' and 'Sleeping Bags' are classified as intimate apparel, which is subject to strict hygiene regulations. We prioritise the health and safety of our customers, and for this reason, we cannot accept returns or exchanges for change of mind.
  • For goods that require fitment or assembly our return policy cannot extend beyond the value/cost of the item ordered. This is in large part because the performance of these items is dependent on correct fitment, assembly, and operation. The part must only be fitted by a qualified person. Failure to comply with manufacturer’s specifications may result in property damage, severe injury, or death.  Goods should also be carefully inspected for marks, scratches, or any damage prior to installation. No warranty claims of this nature will be accepted once fitted or modified.

Under the Australian Consumer Law there are a number of consumer guarantees that entitle you to return a product and obtain a replacement or refund, under certain conditions. In all instances we strongly recommend that you contact us before sending any items back, to ensure a smooth process for all parties.  We also want to emphasise that our policies complement your rights under the Australian Consumer Law and do not impact any rights you may have regarding faulty items.

 For more information on each return reason please click on the links below:

Return shipping details

Please contact Tuff Terrain before returning any items.

Where it’s our mistake and we have sent an incorrect item, the cost of return postage will be incurred by Tuff Terrain.

For any change-of-mind or incorrectly chosen purchases that need to be returned for exchange or store credit, the cost of return postage will be incurred by the customer.

Shipping costs related to warranty items are usually at customer cost and items would be sent to the manufacturer or supplier, however please contact Warranties as soon as you are aware of the major fault.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at gday@tuffterrain.com.au.

Change of Mind Policy

We understand that circumstances can change, and sometimes, you may reconsider a purchase. That's why we offer a Change of Mind Return Policy.  If you reconsider your decision, we may attempt to halt the delivery process, however this is not always possible.

Please be aware WE DO NOT OFFER REFUNDS FOR CHANGE OF MIND. Additionally special orders are excluded from change of mind, as these cannot be cancelled or returned.  Once you have made your purchase, change of mind for any reason including delivery timeframe, will be in the form of store credit only.  There are some exceptions listed below where we cannot accept a change of mind return and therefore cannot provide a store credit. 

Returning your change of mind product.  Here is what you need to know.

You do have the option to return most unused and unopened items within 30 days of receiving them, either for an exchange or store credit.  Please ensure you adhere to the conditions outlined below to be eligible to return a product for exchange or store credit:

  • Items must be unused and in their original condition, including all original protective packaging
  • Packaging must remain unopened.
  • Shipping costs for returning the product/s are your responsibility.
  • Wet suits' and 'Sleeping Bags' are classified as intimate apparel, which is subject to strict hygiene regulations. We prioritise the health and safety of our customers, and for this reason, we cannot accept returns or exchanges.

These conditions specifically apply to Change of Mind returns and do not extend to faulty items.

Please be aware that Tuff Terrain reserves the right to decline Change of Mind Returns for items outside the specified return window or items that fail to comply with this policy.

We want to emphasise that our Change of Mind Return Policy complements your rights under the Australian Consumer Law and does not impact any rights you may have regarding faulty items.