Terms & Conditions
We accept Credit Card, Paypal or Direct Bank Deposit as payment for goods. You will be given an option to select the method of payment at Checkout.
Our Credit Card payments are processed through an encrypted server hosted by Eway. This allows complete privacy of your transactions and also speeds the processing of your order. Credit Card payments will show on your statement as "Escaping Outdoors Australia Pty Ltd".
Our shopping cart software will automatically generate a confirmation email with your order details - if you do not receive this email within 24 hours of placing your order please contact us.
All products are shown as accurately as possible. We do not take responsibility for any variation in colours, textures etc. as this can be affected by your individual computer screen. We make every effort to keep our website up to date with current stock quantities. In the event that an item is out of stock at the time of processing your order, we will contact you by email to give you the opportunity to select a different colour/style product. If we do not hear back from you within 24 hours of sending the email your order will be posted minus the "out of stock" item/s and a credit will be given for any excess amounts paid. Items cannot be backordered, however you can request to be notified when the item is back in stock so that you can place a new order for it.
The protection and privacy of your personal information that you supply is important to us. We comply fully with the Australian Privacy Principles (2014).
We may collect your personal information from you through our website and if we interact with you in the ordinary course of business. We collect your personal information to enable us to:
1. Conduct our business, for example, post your purchases made on this website.
2. To maintain our warranty records
3. Communicate information about our products to you.
4. For our internal administrative, marketing, planning, product development and research requirements.
We do not sell, rent, hire, gift or otherwise dispose of our client list to third parties. We will not disclose personal information about you to any person outside of our business unless we are required to do so by law or regulation. We take all reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification or exposure. All staff are required to maintain the confidentiality of customer information. Access to information stored electronically is restricted to employees whose job requires access to that information. Access to our computer systems is restricted by password protection. You may at any time opt out of receiving communications from us. Simply log into our website and select "My Account" and select "Subscribe or unsubscribe from newsletters". Should you have any requests or complaints relating to your personal information held by us please contact us.
DISPATCH AND DELIVERY
All of our products are shipped same day or within 24 hours of receiving your cleared funds. We use Australia Post or the courier that best services your area. Please ensure your address is correct or there may be a delay or extra charge for resending your goods.
We understand that you might need to return something to us for a number of reasons. Please contact us before sending anything back.
Items must be returned to us via tracked postage or courier. Without a verifiable tracking number, you accept full risk of the item not reaching us. Returns not received by us will not qualify for replacement or refund.
1.The item is faulty
Your purchase automatically comes with protection under Australian Consumer Law. All of our products are fully backed by manufacturers warranty.
Should your product be faulty, please contact us so we can guide you through the correct process for having the fault rectified under the manufacturer warranty.
Depending on the manufacturer’s warranty terms and requirements, we will either repair or replace it for you (or if stocks are exhausted, refund you).
2. The item arrived damaged or missing parts.
All orders leave our warehouse in brand new undamaged condition. If your item arrives damaged or missing parts, we will gladly replace it for you (or if stocks are exhausted, refund you in full) and send you a postal slip so you do not pay for the return freight.
All claims for damaged items must be made within 5 business days of receiving your order. It is important that you notify us immediately if there is any damage.
Please take photographs of any damage and send them to us via email before sending the item back, as we need to report damage to our insurer, delivery company and warehouse.
3. You changed your mind
We offer a 30 day return policy for change of mind. That means if you are not satisfied with your purchase, you are welcome to return it to us up to 30 days after you received it for your choice of exchange or full refund, excluding original delivery costs.
All returned items must be in brand new, unused condition, in their original shipped packaging, and include all parts and accessories. Where returned items are not received by us in brand new condition, we reserve the right to not accept them. Return shipping costs are non‐refundable.
Return form available here:
All of our products are fully backed by an Australian manufacturers warranty thus providing total confidence in the product and after sales support.
"Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure."Escaping Outdoors will inspect all warranty claims and will judge them on a case by case basis. The use of products for commercial use qualifies the purchaser to a 3 month warranty period.
Escaping Outdoors warranty does not include damage caused by normal wear and tear, accidents, misuse, lack of maintenance, neglect, incorrect pump set-up, natural disaster or other external causes.
The Escaping Outdoors warranty is considered void if the item has been modified altered or tampered with by a person not authorised by Escaping Outdoors to do so.
Until the nature of any fault is determined, the resolution Escaping Outdoors can offer may vary. Where necessary the item may need to be returned to Escaping Outdoors Warranty Department to determine the fault/problem.
If it is determined through a phone conversation there is a major fault due to manufacturing the customer may choose between a full refund via the original payment method or receiving a replacement.
If you need to make a claim under warranty on your item please follow the process outlined in the Return section or contact our customer service team.