help centre
Returns
We get it – sometimes things don’t work out as planned. Maybe that sleeping bag looked perfect online but feels like sleeping on a pile of rocks, or perhaps that “waterproof” jacket turned out to be more “water-resistant-ish.” While we can’t accept returns just because you changed your mind about that neon green color choice (hey, we all have our moments!), we absolutely will when there’s a genuine issue.
Manufacturing Defects & Faults
We’ll Welcome These Back With Open Arms:
- Items that arrived broken, damaged, or clearly defective
- Gear that doesn’t match the description (ordered a 4-person tent, got a dog house?)
- Products with missing parts or components
- Items that fail to work as advertised from day one
- Anything that would make you go “Well, that’s not right!” on first inspection
Consumer Law Rights
You have guaranteed rights under Australian Consumer Law when products:
- Aren’t of acceptable quality
- Have problems that would have stopped a reasonable person from buying them
- Are significantly different from the description or sample shown
- Don’t do what they’re supposed to do
Change of Heart Returns
Much as we’d love to be your personal gear rental service:
- “I don’t like the color anymore” (we feel you, but nope!)
- “It doesn’t match my other gear” (fashion coordination isn’t a fault!)
- “I found it cheaper somewhere else” (the early bird gets the worm, friend!)
- “I bought the wrong size” (measuring is fundamental – we’ve all been there!)
Used Items (Unless Defective)
- Anything that smells like a campfire (unless it came that way!)
- Gear that’s been on adventures and shows normal wear
- Items that worked fine but you decided camping isn’t your thing
- Products damaged through normal use or misuse
Step 1: Reach Out to Our Team
Before you start packing anything up, get in touch! Contact our Returns & Warranty team at:
- Email: Alltreks@cubeDS.net
Step 2: Fill Out Our Simple Return Form
We’ll send you a quick form to fill out – it’s shorter than a campfire ghost story and way less scary! We just need to know:
- What’s wrong with the item
- When you bought it
- Your order details
- A few photos (if relevant)
Step 3: Get Your Return Address
Once we’ve reviewed your request, we’ll provide you with:
- The specific return address for your item
- Any special packaging instructions
- A return authorization number (your golden ticket!)
Important: Don’t send anything back without getting the return address from us first – our regular business address isn’t where returns go, and we don’t want your package going on its own little adventure!
Step 4: Pack It Up Safely
- Keep your tracking information
- Use the original packaging if you still have it
- Include all accessories, manuals, and tags
- Pack securely (bubble wrap is your friend!)
- Include your return authorization number
Our Promise Timeline
- Form Review: We’ll get back to you within 10 business days
- Item Inspection: Once we receive your return, we’ll inspect it within 5 business days
- Resolution: Refund, replacement, or repair – we’ll sort it out quickly!
Your Resolution Options
Depending on the situation, we’ll offer:
Replacement: Brand new item, ready for adventure
Refund: Money back to your original payment method
Repair: We’ll fix it up and send it back good as new
Damaged in Transit
Sometimes packages have rougher journeys than expected:
- Don’t use damaged items (safety first, adventure second!)
- Check items immediately upon delivery
- Take photos of any damage
- Contact us as soon as you can – we’ll sort out replacements or refunds quickly
Proof of Purchase Required
That email receipt is your best friend here – keep it handy! If you can’t find it and purchased online, we can usually track down your order details.
Original Condition for Defect Claims
Even for defective items, we need them back in their original condition where possible. We understand if a manufacturing defect has caused damage, but please don’t try to “fix” it yourself first!
Processing Times
Most returns are processed within 5 business days of us receiving the item.
Refund Method
Refunds go back to your original payment method. Credit card refunds might take a few extra days to show up (blame the banks, not us!).
Special Situations (Life Gets Complicated Sometimes)
Items Bought as Gifts
If someone bought you gear that’s not quite right, they’ll need to handle the return process since they’re the original purchaser. We know it’s a bit awkward, but them’s the rules!
Seasonal Items
Some items are seasonal and may not be available for direct replacement. Don’t worry – we’ll offer something equivalent or better, or provide a refund.
Discontinued Products
If we can’t replace a discontinued item, we’ll offer a refund or suggest a similar (often upgraded) alternative.
What We Can’t Cover (The Reality Check)
Damage From Adventures
- Normal wear and tear from actual use
- Damage from extreme weather or conditions
- Wildlife encounters (seriously, bears don’t care about warranty policies!)
- Accidents during outdoor activities
Misuse or Modification
- Items used for purposes they weren’t designed for
- Products that have been modified or altered
- Damage from improper care or maintenance
Quick Reference Guide
For Manufacturing Defects:
- Contact us immediately
- Fill out return form
- Get return address
- Send it back
- Get replacement, repair, or refund
For Other Issues:
- Contact us to discuss
- We’ll let you know if a return is possible
- Follow the same process if approved
Our Contact Details (We’re Here to Help!)
Returns & Warranty Team
- Email: Alltreks@CubeDS.net
Don’t send returns to our regular business address – wait for us to provide the specific return address for your item!
Frequently Asked Questions (The Usual Suspects)
Q: Can I return something I bought on sale? A: If it’s defective, absolutely! Sale prices don’t affect your consumer rights.
Q: What if the item was damaged in shipping? A: That’s not a return – that’s a shipping issue we’ll fix immediately! Contact us right away.
Q: I lost my receipt. Now what? A: If you bought online, we can track your order. For other purchases, we’ll work with you to verify the purchase.
Q: Can I return part of a kit or set? A: Generally, kits and sets need to be returned complete unless only part of it is defective.
Remember: A good return policy means you can shop with confidence. We’re not trying to make returns difficult – we just need to keep things fair for everyone!
When in doubt, give us a shout. We’re here to help sort out any gear hiccups so you can
