Returns Policy
We understand that when purchasing items online it can be tricky to get it right without trying the item on for fit and feel. That’s why we offer a 60-day return policy from the date of purchase, so you can shop with confidence.
Please note: we can only refund or exchange returned items that are in new condition and in the original packaging with tags attached.
Return postage is the responsibility of the customer. Refunds will be issued for the cost of the goods only and will not include any original shipping charges.
Any item you wish to return/exchange must be in new, unused, unworn condition (including tags and original packaging) and it must be within 60 days of your purchase date. Any items returned not in an original condition may not be refunded or exchanged.
Please note that it is the responsibility of the sender to package the item sufficiently. Tom's Outdoors cannot be responsible for lost/ damaged-in-transit parcels being returned to us (outside of our shipping label); uninsured parcels are returned at the customer's risk.
We can only refund returned items that are in new condition and in the original packaging with tags attached, this means:
- In original packaging: tags and labels must still be attached, and packaging must not be ripped, torn or damaged in any other way.
- Unused: the product must be in as good a condition as if it had just been picked up off the shelf (not dirty, scuffed, stained, odorous, scratched etc.).
- When returning boxed items such as shoes or waders, ensure the box is packaged so it stays in good condition. Please return the box inside another box or protective packaging.
- When sealing a return satchel, avoid stapling the ends to prevent puncturing the garment/item.
How to return for a refund or exchange:
- Contact us with your order ID and whether you are wanting to return for refund or exchange for another item.
- After contacting us with your order ID, we will send you an email with instructions on how to return.
- Package your unused/unworn condition item including tags and original packaging. Please ensure your return is packaged to the same standard as when delivered.
- Please include a note in the returns package with your details (name and order number).
- When sealing a return satchel, avoid stapling the ends to prevent puncturing the item. Please note that it is the responsibility of the sender to package the item sufficiently.
- If you are re-using the original shipping packaging, make sure the original shipping label is covered to avoid confusion.
- Drop off your return to your nearest post office.
- And that’s it! We'll be in contact when we have received your return and arrange a refund or exchange item.
We reserve the right to refuse any returns that abuse our unused/unworn policy.
Refunds:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return is approved, your refund will be processed, and a credit will be applied to your original method of payment within a few business days. Please note that any original shipping charges are non-refundable.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is not in its original packaging, including missing tags on clothing.
- Any item that is returned more than 60 days after delivery.
- If you paid shipping in your original order your refund will exclude these shipping charges.
If you haven’t received a refund yet, double check your bank account. Then contact your credit card company or bank. It may take some time before your refund is officially posted, it can take up to 5 business days.
If you’ve done all of this and you still have not received your refund, please Contact us.
Please note that any Tom's Points earned from an order will be deducted once the order is refunded.
Items that are returned to sender:
If your item is returned to sender for any reason, a $15 fee will be deducted from your refund to cover return shipping charges from Australia Post. This fee also applies to parcels that are refused at the time of delivery.
Exchanges:
If you wish to exchange a product, Contact us first and let us know what you wish to replace your item with (including size/colour) so we can reserve that product for you. Then as soon as your returned product has arrived in store we will ship out the replacement product.
Wrong or damaged orders:
We take great care when packing your order. Every item is handpicked and packed by someone who genuinely cares about getting it right. But occasionally, mistakes happen. If we’ve sent you the wrong size, colour, style, or item, we’ll make it right— and cover all postage costs involved.
If something arrives to you damaged, please Contact us as soon as possible and we’ll take care of it for you.