Returns and Refunds

RETURNS

Should you wish to return product(s), please contact us via support@outdoorhideaway.com.au within 7 days of receiving the item(s) to be eligible for a refund, store credit or exchange. All goods must be returned in their original, unused, unworn and resalable condition including tags, stickers, boxes, casing etc. In the case that your items are returned without the original packaging, we will not be able to process your return.

Please keep a copy of your receipt of proof of shipment for any returns back to Outdoor Hideaway. We recommend using a tracked delivery method to ensure your item arrives safe and sound. The customer will be required to pay any postage costs back to us. 

DAMAGES

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it on the delivery manifest when signing for delivery. This is your best proof that there was damage caused by delivery and can ensure your best chance at a quick replacement or refund. It greatly helps us in filing a claim with the Shipment company to get your money back.

In the case of faulty or incorrect items are received, please contact our Customer Service team via support@outdoorhideaway.com.au within 7 working days of receiving your item(s). Please include your order number, and any photos, relevant information regarding the issue so that we can fix this as soon as possible.

Once investigated, we will be able to provide you with information on how to return the item.

EXCHANGES/ REFUNDS

If you happen to change your mind, we provide a 7 day return policy. For our 7 day return policy, the following must be satisfied:

1. The item must be unused and in the same condition you received it, in original packaging

2. Product has not been assembled

3. Initial freight costs are not refundable

4. All money back guarantees are subject to a 15% restocking fee of the sale price to cover the labour costs of checking and repacking the order and returning it to the shelf, along with administration costs.

If all conditions are met, contact us within 7 days of your delivery to arrange the return and either a refund or store credit.

Returning the product will be the responsibility of the customer.

If the product has not yet been shipped from the warehouse then we will refund both the shipping costs and the cost of goods. However, if the goods have already left the warehouse then the customer will incur the shipping costs.

Any "Buy now, Pay Later" (Afterpay/Zip) payments will incur a cancellation fee of 6% if you decide to cancel the order prior to dispatching the goods.