Refund policy

 

Returns, Repairs & Consumer Guarantees Policy

1. Mandatory Australian Consumer Law Notice

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

2. Repair-First & Parts-First Policy

We operate a strict repair-first and parts-first policy.

Where permitted by law:

  • We determine whether a fault is major or minor.

  • Minor failures will be remedied by repair.

  • Repair will ordinarily be satisfied by supplying replacement parts instead of replacing or refunding the full product.

  • Refunds will only be provided where we are legally required to do so under the Australian Consumer Law.

We are not obligated to provide a refund for minor failures.

3. Fault Assessment & Claim Requirements

Before any remedy is provided:

  • You must contact us and obtain written authorisation.

  • You must provide valid proof of purchase.

  • You must provide clear photographic and/or video evidence of the alleged fault.

  • You must follow all troubleshooting steps we provide.

Failure to comply with assessment requirements may delay or invalidate your claim.

We may require return of the defective component or full product for inspection before approving any replacement or refund.

Refunds will not be processed until inspection confirms a major failure, where return is reasonably required.

4. Major Failures

Under the Australian Consumer Law, a product has a major failure if:

  • A reasonable consumer would not have purchased it had they known of the issue;

  • It is substantially unfit for purpose and cannot be remedied within a reasonable time;

  • It is significantly different from its description; or

  • It is unsafe.

If a major failure is confirmed, you may choose a refund or replacement as provided by law.

We may require the product to be returned before a refund is issued.

Refunds will be processed using the original payment method unless otherwise agreed.

5. Minor Failures

If the failure does not amount to a major failure:

  • We will elect to repair the product.

  • Repair will ordinarily occur by supplying replacement parts.

  • Replacement of the entire product is at our discretion where repair is not reasonably achievable.

We are not required to provide a refund for minor failures.

Replacement parts may be new or refurbished components of equivalent performance.

Customers are responsible for ensuring safe and correct installation. We are not liable for damage caused by improper installation, misuse, modification, or third-party interference.

6. Exclusions – When Remedies Do Not Apply

We are not required to provide a remedy where:

  • The product has been misused, installed incorrectly, altered, modified, or damaged after delivery.

  • The issue arises from normal wear and tear.

  • The damage is cosmetic and does not affect function.

  • The product has been used outside its intended purpose.

  • The failure is caused by external factors beyond our control.

We reserve the right to reject claims that do not meet Australian Consumer Law requirements.

7. Change of Mind

We are not required to provide refunds for change of mind purchases.

 

8. Spare Parts & Right to Repair

We prioritise supply of replacement parts over full product replacement wherever reasonably possible.

Spare parts will be made available for a reasonable period consistent with Australian Consumer Law.

Provision of parts satisfies our repair obligation for minor failures.

Choosing independent repair or self-repair does not void statutory rights. However, we are not responsible for any damage caused by improper repair or modification.

9. Shipping, Inspection & Associated Costs

If a product is confirmed to have a fault covered by the Australian Consumer Law:

  • We will cover reasonable domestic shipping costs.

If inspection determines there is no fault, or the issue is excluded:

  • You may be responsible for shipping, handling and inspection costs.

We may withhold any refund until returned goods are received and inspected where reasonably required.

10. International Customers

For customers located outside Australia:

  • Australian Consumer Law may not apply.

  • Your remedies are limited to those expressly provided in this policy and any applicable non-excludable local laws.

  • Return shipping, customs duties, taxes, and associated costs are the customer’s responsibility unless the product is confirmed defective.

  • Original shipping charges are non-refundable.

  • We are not responsible for customs delays, import restrictions, or local compliance requirements.

Nothing in this section limits any mandatory rights under applicable local consumer laws.

11. Proof of Purchase

All claims require valid proof of purchase.

12. How to Lodge a Claim

To submit a claim, contact:

Wild River Touring Co
Email: admin@wildrivertouringco.com
URL: wildrivertouringco.com.au

Include:

  • Order number

  • Description of the issue

  • Supporting photographs or video evidence

We aim to respond within 10 business days.