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SHIPPING & RETURNS

Shipping Policy

Thank you for choosing Sydney Outdoor Games. Please review the following important information about our shipping and delivery policies:

1. Order Processing:
   - All orders will be dispatched within 2 to 5 business days from the first business day after the order is placed.
   - During peak sale or launch periods, there may be delays of up to 5 days in addition to our regular processing times.
   - Orders are shipped Monday to Friday between 9:00 am-4:00 pm Australian Eastern Standard Time.
   - Please ensure that all personal and delivery details are accurate before submitting your order as we are not liable for orders sent to the wrong address.

2. Transit Times:
   - Transit times vary by area, and once we ship an item, transit time is beyond our control.
   - Please note that our transit times to WA may be longer compared to local businesses due to our location on the East Coast.

3. Combining Orders and Refunds:
   - Once an order is placed, we cannot combine it with other orders or refund postage costs.
   - Orders containing items on pre-order will be shipped together when all items are in stock. Please place separate orders if you want in-stock items to be dispatched as soon as possible.

4. Shipping Acceptance:
   - By placing an order with us, you accept our shipping/postage, exchange, return, and refund terms and conditions.
   - Once an order has been shipped, it is the responsibility of the postal service or courier listed in your tracking email. Please contact the delivery company if you have any queries or concerns about the delivery time frame.

5. Order Status:
   - When your order has shipped, you will receive an email notification with a tracking number. Please allow 48 hours for the tracking information to become available.

6. Refunds, Returns, and Exchanges:
   - We do not offer returns or refunds for change of mind. However, we will work with you to resolve any issues if your product is faulty or you are unhappy with it.

7. Customs and Address Issues:
   - Customers are responsible for arranging acceptance of items based on the chosen delivery options.
   - Any re-delivery of parcels needs to be arranged and paid for by the customer.
   - If the wrong delivery address is provided, please contact us as soon as possible with your order details. Once an order has been shipped, we cannot make any changes.
   - We cannot offer refunds or replacements if the wrong delivery address is provided.

8. Return to Sender:
   - If your parcel is returned to the sender by the postal service, our returns team will contact you to arrange redelivery.

9. Non-Arrival of Orders:
   - Once you receive tracking information, your package is in the hands of the delivery company.
   - Please contact the courier if you have received notification that your delivery has arrived but cannot locate it. We are unable to offer compensation if a parcel has not been received after the postal services have delivered your order to your address.
   - We are not able to offer refunds for items lost or damaged via couriers.

We hope this information provides clarity on our shipping and delivery policies. Please feel free to contact us via the form on our contact us page if you have any further queries.

Return & Exchange Policy

1. General

  1. We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.

  2. Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

  3. Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

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2. Australian Consumer Law

  1. Under the Australian Consumer Law:

    1. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled

      1. to cancel the purchase; and

      2. to a refund for the price of the goods; and

      3. compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.

    2. If the failure with the service does not amount to a major failure, you are entitled to to a re-supply of the goods within a reasonably time, or to cancel the purchase and be provided with a refund of any price paid.

  2. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

  3. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

  4. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

  5. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

  6. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

  7. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

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3. Cancellation and Change of Mind

  1. We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.

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4. Products Damaged During Delivery

  1. In the event that the product you ordered has been damaged during delivery:

    1. Please contact us as soon as possible.

    2. Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.

  2. We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 7 days from the date of receiving the product.

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5. Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

  1. You misused the said product in a way which caused the problem.

  2. You knew or were made aware of the problem(s) with the product or service before you purchased it.

  3. You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.

  4. Any other exceptions that apply under the Australian Consumer Law.

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6. Shipping Costs for Returns

  1. In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.

  2. If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under

the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

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  1. If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.

  2. In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

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7. Response Time

  1. We aim to process any requests for repairs, replacements or refunds within 5 days of receipt.

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8. How to Return Products

  1. You can contact us using the contact email provided at the end of this Policy to discuss a return using the information.

  2. Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

  3. To be eligible for a refund, repair or replacement, you must provide proof of purchase.

  4. You may be required to provide a government issued identification to qualify for a refund, repair or replacement.

 

9. Contact Us

​If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: sydneyoutdoorgames@gmail.com.

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