Returns Policy for Online (Web) Purchases
Items “On Sale” (reduced from RRP) purchased online
For items purchased On Sale (i.e. reduced from RRP), we have a few special limitations:
- Items must be returned to us within 10 business days from date of purchase
- Return postage is at the customer's expense
Full-priced items purchased online
Not excited by your new purchase? Wrong size, doesn't fit or the colour offends the pet budgie? Well send it back! Our web returns policy is user-friendly and simple.
You may return any full-priced item within 30 days from the date of purchase for an exchange, credit or a refund. For sale items you must return them within 10 days. Items must be returned with a copy of your receipt or proof of purchase, in NEW condition and with original packaging and labels intact. So it's simple really. When you take delivery check things out thoroughly before going bush. If you change your mind after using the product, it's too late!
Exceptions
We have some exceptions so take note.
- Load bearing climbing and safety equipment cannot be returned because of legal and safety requirements. This means stuff like ropes, harnesses and carabiners.
- Underwear such as briefs cannot be exchanged due to health and hygiene regulations.
- No returns on neck warmers and face masks and coverings such as BUFFs, OR Ubertubes, Icebreaker Chutes and balaclavas, due to COVID-19.
- Skis cannot be returned once bindings have been mounted.
- CLEARANCE items cannot be returned. (These items are marked as "CLEARANCE ITEM: No returns".)
- The Bulky Item Surcharge is not refundable.
Be smart when you buy something. Wear footwear around inside on the carpet for a while before heading outside. Fill your pack with stuff and try it before you hit the trail. Check the tent size on a clean surface to see if it fits your expectations. Then if it's not right you will be able to return it hassle free.
How do I return goods?
Before you return items please contact us by phone at 03 9600 0599 or [email protected]. It may be that with our experience we can resolve your problem or make helpful suggestions. You may of course come to our store to return goods. This could be a good idea if you are having fitting issues with footwear for example but we understand if this is not possible.
NB: Please enclose a completed Returned Goods Form with the parcel.
Free Post for returns (excludes WA)
To return items purchased on our webstore you may ask us for our Free Post return number. That way you do not have to pay return post.
EXCLUSIONS to the use of this are:
- Postage from Western Australia is excluded
- Sale items are excluded (i.e. Items purchased at less than RRP)
- Oversized orders are excluded
- Postage from outside Australia is excluded
- It can only be used once with regard to one purchase event
For example if you purchase a pair of boots, return them to swap for a different size and the replacement is still not right we WILL take them back but you pay the return freight. We reckon that is a pretty good deal.
Fair use policy applies.
Returns Policy for In-store Purchases
Full-priced items
If you change your mind about a full-priced item purchased in store at Bogong, you can return it within 14 days for an exchange, credit or refund. You must provide a receipt and the goods must be in as-new condition with original labelling and packaging.
Items “On Sale” (reduced from RRP)
If you change your mind about an “On Sale” item purchased in store at Bogong, you can return it within 48 hours only for an exchange, credit or refund. You must provide a receipt and the goods must be in as-new condition with original labelling and packaging.
Exclusions
For safety reasons no return or exchange is possible on climbing or access equipment.
Underwear such as briefs cannot be returned due to health and hygiene regulations.
Skis cannot be returned once bindings have been mounted.
Warranties
Bogong stands behind the products we sell. If you have a problem with a product that you have purchased from us please tell us so that we can remedy it. For us to do this you will need to return the item to us for evaluation. Proof of purchase is required. We have a designated warranties officer to help you. Items may be returned in store or by post. Return post is at the purchaser's expense.
NB: Please enclose contact details with the return parcel. Telephone AND email by preference.
What is covered by a warranty?: Faulty materials and workmanship.
What is not covered?: Failures due to normal wear & tear, negligence and acts of nature.
What happens with a warranty claim: First we assess it to see if it is a valid claim. If it is we arrange repair or replacement. Note we believe from an environmental point of view it is preferable to repair items if this can be done satisfactorily. We hope that you agree with this policy. Some items of course must be replaced. We will discuss this with you before a decision is made.
NB: Sorry, but we do not process warranties for items not purchased from us. We suggest you contact the place of purchase.
