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Refund policy

RETURNS 

We understand that when purchasing items online it can be tricky to get it right without trying the item on for fit and feel. So, we offer free return shipping on the items below (excluding any items on clearance/sale and any orders placed outside of Australia) within 60 days of purchase:

  • Items of clothing
  • Shoes including wading boots, sandals etc.
  • Waders

Other gear, including clearance/sale items and orders placed outside of Australia can be returned for a refund. However, return postage must be paid for by the customer. Returned orders will be refunded for the cost of goods only and will exclude any postage costs previously paid for by the customer.

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, 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.

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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you paid shipping in your original order your refund will exclude these shipping charges.

Please note that any Tom's Points earned from an order will be deducted once the order is refunded.

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 or manufacturer error.
  • 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.

RETURN TO SENDER

If your item has been returned to sender for any reason a fee will be deducted from the refund for the goods to cover the return shipping charged by Australia Post. This fee is also charged on parcels that have been refused delivery. 

LATE OR MISSING REFUNDS

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 yet, please contact us at contact@tomsoutdoors.com.au.

EXCHANGES

If you wish to exchange a product, when you first contact us 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.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. 

Once the returned item is received, a gift certificate will be sent to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified of your return.

WRONG ORDERS

If you have received the wrong item or colour/size/type of product contact us at contact@tomsoutdoors.com.au and we will arrange a refund or for the right product to be sent out free of charge. 

DAMAGED PRODUCTS/WARRANTIES

If something arrives to you damaged, please contact us at contact@tomsoutdoors.com.au as soon as possible. Please also contact us if a product has become damaged by manufacturer error and a warranty claim is required.