Returns

Our returns policy lasts 30 days, but it is subject to change depending on the brand of the item, as well as on the item itself.

Items can be returned for refund or exchange if (1) you have received a damaged product due to a manufacturing defect and (2) you received an incorrect order. Please note that replacement requests are subject to stock availability. 

Note: Promotional or Free items cannot be returned or exchanged

Item Condition:

Items must be new, unused with a sealed original packaging, in a condition of ‘as delivered’ in order to be returned for a refund or exchange.

*We do not accept returns on used or opened products under any circumstances.

What does this mean? Simple, if you received a product, and decide you don't want it and want to return it, it must be in the original package, in a completely new condition, so that it can be sold again.

If the package has been opened and the inner packaging or plastic coverage has been removed or unsealed, the item is NOT eligible for a return.

Before we accept a return, we will need you to:

  • Take pictures of the original box/package of the item and send them to info@offroadtents.com.au
  • We will provide an RMA number (Return Merchant Authorization number), that you will write on the shipping label (NOT the package or box, but the label), and send it to the address we indicate.
  • You will cover the cost of shipping the item back, unless it comes with a manufacturing defect or it's the incorrect item.
  • There is a 20% restocking fee that will be deducted from what you paid, if and only if the item applies for a return.
  • Once the product is back in the warehouse, we will carefully inspect it to make sure it is in a re-sellable condition, before a refund is made.

No returns are applicable if there is any ordinary wear and tear or damage caused by improper use or accidents. You will also have to pay for the shipping of the returned item back to the warehouse.

Also, there is a 20% restocking fee if you decide that you want a return, unless of course the tent or item comes with a manufacturing defect or was damaged during shipping to you.

Rhino-Rack Return Policy:

For any Rhino-Rack product, we will not accept a return if the item has been opened, used and the original box or package aren't sealed.

If the item delivered was incorrect, or damaged or with a manufacturing defect, it will apply for a return.

We will ask you for pictures of the original box or package from all possible angles, to prove that it is in perfect condition, as new, unopened, unused and sealed. If opened, used, or unreleased, the item is not eligible for a return.

However, if you decide to return it and the box or package has been opened, a return will not apply. 

A 20% restocking fee applies, if a return is eligible. Plus you will cover the shipping cost back.

PIAK Return Policy:

We will not accept returns on any PIAK product, unless it is 100% unopened. If you decide you want to return a PIAK product, you must make sure not to open the box or packaging at all, otherwise it will NOT apply for a return, unless it is the wrong item, it's damaged or comes with a manufacturing defect.

If you open the box or package and later decide you want to return it as you don't want it anymore, it unfortunately will not apply for a return. It must be unopened.

We will ask you for pictures of the original box or package from all possible angles, to prove that it is in perfect condition, as new, unopened, unused and sealed. If opened, used, or unreleased, the item is not eligible for a return.

A 20% restocking fee applies, if a return is eligible. Plus, you will cover shipping back.

 

Other conditions:

If you decide that after your purchase of one of our products you want a return, for any other reason than quality and craftsmanship, there is a 20% restocking fee. As mentioned above, this only applies for products that are eligible for a return, as not all of them are eligible.

    To complete your return, we require a receipt or proof of purchase.

    Please do not send your purchase back to the manufacturer, but proceed to contacting Off Road Tents AU first, and then follow the steps mentioned above to apply for a return.

    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 or manufacturing defects
    • If after inspection we realize the item was opened, not in the original box or package, or damaged, we will only grant a partial refund.

     

    To claim a return for defects or incorrect product:

    • You must provide digital images showing conclusive proof of the defect or that it's incorrect (such as a picture of the label on the box)
    • You must submit proof of date of original purchase
    • Returns are not applicable if there is damage resulting from accident, misuse, abuse, tampering, unreasonable use or normal wear and tear

     

    Order Cancellations:

    If you cancel the order after 48 hours, and it hasn't shipped, a 2% cancellation fee will be deducted from the refund to cover the credit card fees charged to Off Road Tents AU by the credit card processing company.

    For orders that are cancelled after 48 hours from placing the order and it has shipped and needs to be called back, we will apply a 20% restocking fee automatically. You will receive a refund minus the restocking fee.

    If the order is cancelled before 48 hours, no fees will apply.

    If there is an item or product you ordered that has a lead time, of for example 6 weeks, we will ask you to please agree to this lead time on a written email. Written confirmation is required. If you agree to wait for the lead time, and then decide to cancel the order before the lead time is completed, we will charge a 2% cancellation fee. However, if the lead time is extended by other circumstances out of your control, you are entitled to cancelling and no fee will be charged.

     

      When Customer Isn't There To Sign Off Delivery:

      In case you (customer) are not there to sign off your delivery, we will give you 48 hours (in which we'll try to contact you). If in 48 hours you cannot set up a time and date for the item to be delivered and sign it off, then you (customer) will be held accountable for paying for the shipment cost back to the warehouse, as well as a 20% restocking fee. 

      Furthermore, additional fees may apply, for example, fees for warehousing costs from the carrier of the product purchased. If the product purchased is undeliverable due to the customer not being able to sign it off or receive it, carriers may apply warehousing storage costs, that will be passed onto the customer.

       

      Refunds (if applicable):

      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, which depends on the evaluation made by Off Road Tents AU and/or the manufacturer of the item, regarding any defects or damages.

      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.

      Shipping costs from Off Road Tents AU to the customer will not be refunded.

      Off Road Tents AU and the manufacturers reserve the right to first fix your product with a replacement part, before giving out a total refund.

      Late or missing refunds (if applicable):

      If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

      Next contact your bank. There is often some processing time before a refund is posted.

      If you’ve done all of this and you still have not received your refund yet, please contact us at support@offroadtents.com.au


      Sale items (if applicable):

      Only regular priced items may be returned, unfortunately sale items cannot be returned. That applies for coupons too.


      Exchanges (if applicable):

      We only replace items if they are defective or damaged. If you need to exchange it for the same item but a different color or feature, send us an email at support@offroadtents.com.au and we will get back at you to tell you to which address you must ship the product back to. However, shipping costs will apply.

      You (customer) will pay for the shipping back to the warehouse, as well as the new shipping from the warehouse to you.

      In order to get an exchange, the product must be brand new, unused, and in the original packaging.

      Exchanges also apply for restocking fees.

       

      Shipping

      Shipping rates change depending on where the item is being shipped, as well as its size and weight. Please use the shipping calculator at checkout, to check the shipping cost to your address.

      We also ship to Tasmania and New Zealand.

      Our Shipping times go from 3 to 12 business days, depending on the product and brand, some might take longer to ship. If such is the case, we will contact you, let you know and offer a possibility or a solution. Such cases can be a pre-order.

        For customized orders or pre-orders, shipping times may vary and we don't have the exact shipping times, but we will let you the exact shipping time before the order is paid for.

        To return your product, you should email us at info@offroadtents.com.au. We will get back at you in less than 24 hours to tell you to which address you should mail the product to.

        You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Also, there is a 20% restocking fee if you decide that you want a refund, unless of course the tent or item comes with a manufacturing defect.

        Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

        If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

        Receiving Your Order

        Please inspect your package for damage prior to signing for it. 

        Off Road Tents AU takes pride in its products and packaging. Every tent that we ship out is properly classified, packaged, marked and labeled.  Also each package is in the proper condition for transportation according to applicable regulations of the Australian Department of Transportation and/or international agencies.


        However, different packages or orders may ship under different types of transportations, resulting in different lead times.

        If you purchased a roof top tent, a trailer, a drawer kit, a cargo carrier or an oversized rack (K9 roof racks) IT WILL SHIP WITH AN LTL CARRIER. That means it ships freight.

        Please allow from 3 to 6 business days before you receive any of these items. A driver or someone from the carrier will call you to schedule an appointment for a delivery or for you to pick it up. You must sing off the package to accept ir or refuse it.

        All other packages ship either ground or air. Please allow from 2 to 5 business days to receive them, depending on where you are located.

        Before You Accept Your Package

        PLEASE READ THIS

        If a package shipped ground it'll be dropped off at your front door. If you can see the box IS damaged, please contact us immediately at: info@offroadtents.com.au or call us at 488-82-00-04. We will need pictures of the box. Don't open it, don't install or use the item. Send images, we will proceed with solving the issue.

        If you ordered a roof top tent, a trailer, a drawer kit, a cargo carrier or an oversized rack, then you will need to sign off the item, or refuse it before you can have it.

        Once your order is signed for at the delivery point, the package becomes your property and thus, our liability ends as far as shipping damage is concerned.

        Help protect yourself from loss or damage, or an uncomfortably painful claims process by:

        1. Before Signing for your order, inspect the box or boxes for freight loss or damage. Red flags are BIG punctures or any sign of forklift damage (see images 1 & 2 below).

        damaged tentdamaged roof top tentImages 1 & 2 showing clear signs of damages that should be refused.

        2. If any of the product(s) appear to be damaged or crushed do not accept delivery. Make sure the damages are CONSIDERABLE, and noticeable. 

        Small tears to the boxes can happen and might not compromise the tent or package, meaning you can accept small tears that don't show clear damage, and are a simple result of being moved around by a few people and trucks.

        Big tears, dents or signs of clear mistreating the packages shouldn't be accepted (Refer to Images 1 & 2 above for reference). Take pictures of the damages from all possible angles. Then, REFUSE the shipment, note the refusal for damages in the document the driver will give you and it will be sent back for processing.

        3. It is extremely important that you inspect the box and item for damage BEFORE you sign to receive it. Please take photos of the box on the pallet exactly as it arrives. Please note, the driver will not help with damage inspection. IF you see clear and noticeable damage to your item, please take pictures of the damage and REFUSE the delivery. That way the carrier will send it back and we'll process a new shipment for you.

        4. Get a copy or take a picture of the signed delivery receipt that shows the freight loss or damage notation. BE REMINDED, drivers will try to bully you into accepting a delivery, but if the item is clearly damaged, REFUSE IT.

        5. Drivers and carriers might try to re-deliver the same exact item the next day, if they do, REFUSE it once again, and follow the same procedure.

        6. If you have any doubt, questions or anything, contact Off Road Tents AU immediately at 488-82-00-04 or info@offroadtents.com.au. Even when you have the item right there in front of you, make the driver wait and call us, we will ask you for pictures of the item, and we will help you inspect it and determine if it should be refused or not.

        If you accept a damaged delivery, and/or there is freight loss and/or the damage is not noted at the time of delivery, Off Road Tents AU cannot be held liable for any replacement costs related to the shipment. Protect yourself from this by examining before you sign.

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