Refund policy

Returns Policy

This policy covers change-of-mind returns. If your item is faulty, damaged or not as described, please contact us.

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.

Return Conditions

To be eligible for a refund or exchange, your item must be returned within 60 days of purchase and be:

• In original packaging: tags and labels still attached, and packaging not ripped, torn or otherwise damaged.
• Unused: in as good a condition as if it had just been picked up off the shelf (not dirty, scuffed, stained, odorous, scratched, etc.).

Items that don't meet these conditions may be refused or only partially refunded, at our discretion. We reserve the right to refuse any returns that abuse our unused/unworn policy.

Return postage is the responsibility of the customer, and original shipping charges are non-refundable.

How to Return for a Refund or Exchange

1. Contact us with your order number and let us know whether you'd like a refund or an exchange.
2. We'll email you instructions on how to return your item.
3. Package your item securely, to the same standard as when it was delivered. Boxed items such as shoes or waders should be sent inside another box or protective packaging so the original box stays in good condition.
4. Include a note with your name and order number.
5. If you're re-using the original packaging, cover the old shipping label to avoid confusion. When sealing a satchel, avoid stapling the ends, as this can puncture the item.
6. Drop your return off at your nearest post office. We recommend using a tracked service.
7. That's it! We'll be in touch once we've received your return.

Please note that it is the sender's responsibility to package the item sufficiently. Tom's Outdoors can't be held responsible for returns that are lost or damaged in transit, and uninsured parcels are returned at the customer's risk.

Refunds

Once your return is received and inspected, we'll email you to confirm whether your refund has been approved. Approved refunds are credited to your original payment method, excluding any original shipping charges.

Refunds can take up to 5 business days to appear in your account. If you haven't received yours after that, check with your bank or card provider first, then contact us if it still hasn't come through.

Any Tom's Points earned from a refunded order will be deducted from your account.

Exchanges

If you'd like to exchange a product, contact us first and let us know what you'd like instead (including size and colour) so we can reserve it for you. As soon as your return arrives in store, we'll ship out the replacement.

Wrong Items

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, contact us and we'll make it right, including covering all postage costs involved.

Parcels Returned to Sender

If your parcel is returned to us because it was unclaimed, refused at delivery, or sent to an incorrect address provided at checkout, a $15 fee will be deducted from your refund to cover return shipping charges from Australia Post.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, including for change of mind. They may only be used to purchase products from Tom's Outdoors and cannot be used to buy other gift cards.

• Gift cards are valid for three (3) years from the date of issue, in accordance with Australian regulations.
• Lost, stolen or damaged gift cards will not be replaced unless required by law.
• Any unused balance remains on the gift card until it is fully redeemed or expires.