Returns and refunds policy

This page covers returns for change of mind and for faulty items. Your rights under the Australian Consumer Law apply regardless of anything else on this page.

Change-of-mind returns

Yes. If you change your mind, you have 14 days from delivery to start a return.

Returns window: 14 days from the day your order is delivered.
Return postage: we pay it. Change of mind or not, you are not out of pocket for sending an item back.
Sale and outlet items: these can be returned for change of mind on the same terms as everything else.

Faulty items and the Australian Consumer Law

Products you buy from Gear & Gate come with consumer guarantees under the Australian Consumer Law that can't be excluded. Products must be of acceptable quality, match their description and be fit for their purpose.

If a product doesn't meet a consumer guarantee:

Major failure: you can choose a refund or a replacement.
Minor failure: we can choose to repair, replace or refund. If this isn't done within a reasonable time, you can ask for a refund or replacement.

Consumer guarantees apply to sale items too. They generally don't apply if you simply changed your mind, or if the problem was caused by using the product in an abnormal way.

If a faulty item can't be returned without significant cost to you, the business is responsible for collecting it. We cover return postage for faulty items and send you a prepaid label once we have confirmed the return.

For faults that appear after some use, see our warranty page.

How to start a return

Contact us first at info@gearandgateshop.com. Email us at info@gearandgateshop.com and we will send you everything you need.
Include your order number, the item you're returning and the reason. For a faulty or damaged item, add photos of the problem.
We'll confirm whether the return is approved and send you the return address and instructions. Please don't send items back before we've confirmed.
Pack the item securely and keep your proof of postage until your refund or replacement has been processed.

We send the return address when we confirm your return, so please email us first rather than posting an item back unannounced.

Condition of returned items

For change-of-mind returns, items need to be:

unused, clean and in the condition you received them
returned with all tags, labels, packaging and included parts, such as packing cube labels, rain covers, detachable straps and plug adapters
free of personal marks, stickers or monograms

If a suitcase or bag has a combination lock, reset it to its original code before sending it back. There are no other conditions.

These condition requirements don't apply to items returned because they're faulty.

Refunds

Timing: refunds are processed within 14 days of your return reaching us.
Method: refunds go back to the bank account you paid from.
Original shipping costs: refunded. Since shipping is free, a refund returns the full amount you paid.

We'll email you when your refund has been processed. Banks and card providers can take a few extra business days to show the credit.

Exchanges

Yes. You can swap an item for a different colour or size within 14 days of delivery, as long as it is unused and in its original condition with tags and packaging. Contact us first with your order number and what you would like instead. We will confirm the swap and where to send the item, then send the replacement once the original arrives back with us. If the new item costs more or less, we will settle the difference with you before sending it.

Items that can't be returned for change of mind

For hygiene reasons we cannot accept change-of-mind returns on items worn against the skin or used for sleeping once they have been opened or worn: socks, compression socks, travel pillows, eye masks and travel blankets.

This list only applies to change-of-mind returns. Any item that is faulty is covered by the consumer guarantees above.